Southern Company Advisor, Multi Energy Connections in Riverdale, Georgia


The purpose of this position is to handle requests for initiating installation of commercial and residential service and meter sets for delivery of natural gas service with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent will work within multi-jurisdictional and multi-functional customer contact teams in support of Atlanta Gas Light Company's (AGLC) and Chattanooga Gas Company's (CGC), Virginia Natural Gas (VNG), Florida City Gas (FCG) and Elizabethtown Gas (ETG) commercial and residential builders and developers, by telephone, Nextel, email, and fax. The incumbent works in a high volume, fast paced, multi-tasking environment, and will coordinate with Account Executives, Project Coordinators, Contractors and Customers on commercial and residential projects to ensure natural gas is delivered in a timely and worry free manner. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees.

Functional Expertise:

  • Respond to customer inquiry for new commercial or residential development by gathering and entering project data in Gas Request system.

  • Develop and maintain relationships with the Account Executives and other departments which could ensure a great customer experience.

  • Work with AE and customer to ensure correct meter & regulator size is determined and provided to field for 1st visit resolution. Work with Service Center or Measurement Department to schedule appropriate personnel to install meter.

  • Up-sell commercial or residential customers on advantages of natural gas and suggests additional equipment that may be of benefit at their commercial or residential establishment to promote multiple burner tips.

  • Make outbound calls. Deliver prepared sales talks, derived from training and scripting that describes products, services, promotions, etc in order to persuade potential customers to utilize gas appliances, schedule orders, etc. conservation, new customer leads, and other programs during off-peak times.

  • Own large commercial projects after service lines are installed to ensure meter requests are processed with transparency to customers. Work closely with Marketers in GA to secure appropriate Marketer agreement during process of service installation so that when the meter is ready to be installed, customer does not have to make multiple phone calls.

  • Gather and enter project data for commercial or residential customers adding load to existing meters. Data is entered in Gas Request or Routing System and routed to appropriate personnel for follow up and site visit with customer.

  • Effectively transfer misdirected customer requests to an appropriate department.

  • Determine documentation requirements; review and maintain hard copies when necessary.

  • Enter city or county inspections releases, equipment safety, permit number and location date.

  • Provide information for contractors related to service lines at building sites.

  • Report service disruptions (vendor, process, systems)

  • Adhere to established policy, procedure and quality standards within service standards or metrics for work performed

  • Track related work activity for business process reporting & workload management

Business Acumen:

  • Maybe required to work in one or multiple ques/skill sets over various customer contact channels.

  • Responsible for improving commercial customer retention through programs and service provided to the customer.

  • Educate customers on all requirements prior to meter installation and activation (service line run, inspection in, etc.)

  • Investigate, and inform account executives, project coordinators and pipeline contractors with information and needs of customers.

  • Maintain working knowledge of all company products, services and promotions.

  • Assist in training and coaching new employees on processes and handling escalated calls.


  • Participate in activities designed to improve customer satisfaction and business performance

  • Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.

  • Must meet KPI targets on a consistent basis

Driving Results:

  • 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


Education, Certifications/Licenses:


  • High School Diploma or GED

  • Bilingual Spanish


• BA/BS degree

Related Work Experience:


  • 1-2 years experience in customer service

  • Availability to work flexible schedule which includes all hours of customer care center operations


  • 1-2 years utility experience or call center

  • 1-2 years outbound sales or telemarketing experience.


Equivalent academic education and work experience

Specific Skills & Knowledge:



• Computer use - basic proficiency

• Keyboard 40 WPM

• Ability to multi-task (Including talking with customers on the phone, using computer systems and the use of Nextel direct connect all at the same time)

• Customer Service – advanced proficiency

• Excellent interpersonal communication skill

• Time Management – Maximizing available time to its highest purpose while achieving objectives

• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc)

• Persuasion and negotiation skills

• Must be able to use multiple mainframe and software programs – MS Office and others which includes SharePoint

• Solid problem solving skills

Working Conditions/Physical Requirements:

Call center environment

85% keyboarding

15% writing

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.

Company Information:

About Atlanta Gas Light

Atlanta Gas Light is one of seven natural gas distribution companies of Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE: SO). Atlanta Gas Light provides natural gas delivery service to more than 1.5 million customers in Georgia. In operation since 1856, the company is one of the oldest corporations in the state. For more information, visit .


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 .

Job ID: 2016-5259

Company: Southern Company Gas

Job Locations: US - GA - Riverdale

Type: Regular Full-Time

Posted Date: 10/10/2016