Southern Company Consumer Relations Representative in Atlanta, Georgia
The purpose of this position is to receive, investigate, respond to and analyze escalated customer inquiries received from regulatory agencies, advocacy organizations, and SouthStar executives and subsidiaries across all current and future SouthStar markets. The incumbent will work in an extremely fast paced and multi-tasked environment, and take ownership of commercial and residential escalated customer requests received via telephone, fax, correspondence, emails and LDC/Agency databases. The incumbent will manage the complaint processes across multiple markets, investigating and identifying root cause and completing tracking processes. The incumbent will use judgement to offer alternative solutions where appropriate with the objective of retaining customer’s business while ensuring compliance with federal, state and local laws, regulations and ordinances. The incumbent will also maintain regulatory and industry relationships and trend key performance indicators for both internal and regulatory service levels. In addition, the incumbent will serve as a backup for back office support of all current and future SouthStar markets.
J ob Responsibilities & Accountabilities by Competency
Serve as liaison to resolve escalated complaints (e.g., via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney General’s Office, LDCs, and complaints escalated to senior officers)
Handle and respond to regulatory complaints for eight (8) jurisdictions within SouthStar
Conduct research, identify a solution and respond to customers within the outlined service level agreements
Conduct research and process fraud alerts and affidavits.
Respond to subpoenas for data requests and refer to Legal when appropiate
Investigate and responds to media related issues received from Corporate Communications.
Prepare weekly reports to send to Customer Operations for trending and streamlining complaints, policies and procedures.
Maintain and cultivate positive relationships with regulatory agencies.
Maintain, track, and trend data for monthly reporting.
Document VOC findings through monitoring activities and implement actions to engage business partners to effect process change or enhancements
Manage the annual escheatment process with the Accounting Department.
Maintain regulatory compliance
Manage all complaints related to disconnection in error.
Analyze and identify process gaps and redundancies; make appropriate recommendations
Handle special projects for various business units/markets within SouthStar.
Analyze and recommend process improvements to reduce complaints and improve customer service throughout the organization
Maintain working knowledge of all company products, services and promotions
Assist in training and coaching new employees
Participate in activities designed to improve customer satisfaction and business performance.
Participate in morale building activities
Manage peer relationships
Accountable for meeting individual performance objectives
Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
Must meet KPI targets on a consistent basis
Identify root cause analysis across various complaint channels and report monthly on discovery
- Associates Degree or equivalent experience
- BA/BS degree
Related Work Experience:
5-7 years of experience resolving escalated customer concerns
5-7 years of experience resolving and responding to complaints received from regulatory or governmental agencies and senior level executives
5-7 years of conducting root cause analysis on escalated, compliance, and senior level complaints
3-5 years of experience in utility or call center environment
3-5 years of experience with back office transaction processing
Specific Skills & Knowledge:
Intermediate proficiency in MS Excel
Basic proficiency in MS Word
Basic proficiency in MS Outlook
SSE CIS Applications (Banner, Istalnet, Prime, SSECIS)
Exception customer service skills
Analytical abilities that allow for root cause analysis of customer complaints
Ability to effectively compile and report the results of root cause analysis
Ability to manage multiple tasks with different priorities
Must be able to manage time to ensure deadlines are met and commitments are kept
Ability to effectively communicate inside and outside of the organization with exceptions verbal and written skills
Working Conditions/Physical Requirements:
- 95% keyboarding
Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Equal Opportunity Employer: All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification
About SouthStar Energy Services
SouthStar Energy Services is owned by Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE: SO). Headquartered in Atlanta, SouthStar does business in Georgia as Georgia Natural Gas and in the Carolinas as Piedmont Energy Company. For more information, visit www.southstarenergy.com at http://www.southstarenergy.com/
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.5 million natural gas utility customers through its regulated distribution companies in seven states and more than 1 million retail customers through its companies that market natural gas and related home services. Other nonutility businesses include asset management for natural gas wholesale customers and ownership and operation of natural gas storage facilities. For more information, visit Southern Company Gas at southerncompanygas.com .
Job ID: 2016-5348
Company: SouthStar Energy Services
Job Locations: US - GA - Atlanta
Type: Regular Full-Time
Posted Date: 11/15/2016