Southern Company Bilingual (Spanish) Customer Service Rep II in Riverdale, Georgia
Thepurpose of this position is to handle complex customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of AGL Resources seven regulated utilities.The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership of commercial and residential customer requests for service via telephone,fax and email. The incumbent for this role is responsible for service delivery and offers alternative solutions where appropriate with the objective of retaining customer’s business and serves a customer population of more than 2 million customers. Their responsibilities include business transactions in connection with activation of new customer accounts , communication to customers using web-based tools , and making financial decisions to protect/collect revenues and adjusts customer accounts. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures.
Answer customer requests or inquiries concerning services, products, billing, and reports problem areas
Handle miscellaneous customer service and general information calls via the phone and email.
Effectively transfer misdirected customer requests to an appropriate department.
Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Prepare field orders (e.g., turn-ons, turn-offs, transfers); updates and maintains customer account information.
Determine documentation requirements; review and maintain hard copies when necessary.
Provide information related to outside assistance and other options.
Respond to service policy, rate questions, and billing inquiries.
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
Perform accounting functions related to orders, adjustments, and corrections.
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
Maybe required to work in one or multiple ques/skill sets over various customer contact channels.
Responsible for improving customer retention through programs and service provided to the customer.
Maintain working knowledge of all company products, services and promotions.
Participate in activities designed to improve customer satisfaction and business performance.
Participate in morale building activities
Manage peer relationships
Driving Results :
Accountable for meeting individual performance objectives
Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
Must meet KPI targets on a consistent basis
Education and Experience:
High School Diploma/G.E.D or equivalent
2-3 years experience in customer service
Availability to work flexible schedule which includes all hours of customer care center operations
- 2 years experience in a utility or call center
- Equivalent academic education and experience
Computer use - basic proficiency
Keyboard 40 WPM
Ability to multi-task (including talking with customers on the phone and using computer systems)
Customer Service –basic proficiency
Excellent interpersonal communication skills
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
Able to use multiple mainframe and software programs – MS Office and others which includes SharePoint.
Solid problem solving skills
AGLR Success Factors:
Executing for Results Collaboration and Building Relationships
Learning and Thinking Industry Knowledge/Business Acumen
Honoring Corporate Values & Standards
Working Conditions/Physical Requirements:
- 90%-95% keyboarding
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 in the job. Reasonable accommodations 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 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: 2016-5361
Company: Southern Company Gas
Job Locations: US - GA - Riverdale
Type: Regular Full-Time
Posted Date: 11/18/2016