This leader will oversee the day-to-day operations of the Nicor Gas Energy Assistance team responsible for ensuring income-eligible customers can access and fully benefit from available federal, state, local, and company-sponsored bill payment assistance program grants. In this role, the successful candidate will lead efforts to help design and enhance programs and processes to drive results through increased customer enrollments. In addition, this candidate will foster and maintain relationships with local community action agencies, and other key internal and external stakeholders focused on the same mission of increasing affordability solutions for economically vulnerable communities in need. This candidate also will support strategies and solutions for the development of policies, procedures, and actions required for operational improvements and decision making in response to energy assistance activities for compliance and effectiveness.
MAJOR JOB RESPONSIBILITIES:
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Manage the day-to-day of the Energy Assistance Team by overseeing work responsibilities that help ensure income-eligible customers can fully maximize available bill payment assistance program benefits
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Help to influence and support the strategic vision and direction for the Energy Assistance Team and how they perform their work on behalf of the company and with the best interest of customers being top of mind
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Leverage data analytics to identify customers eligible for bill payment assistance programs as well as analyze performance of programs to determine how to modify, if needed, to reach more eligible customers
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Be an advocate for federal and state financial assistance programs, such as the federal Low-Income Home Energy Assistance Program (LIHEAP)
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Manage day-to-day relationships with key internal stakeholder groups/departments and state and local agencies by building and maintaining healthy relationships that foster new or improved opportunities to better serve customers
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Oversee processes for collecting, tracking, and maintaining energy assistance dollars as well as reconciling energy assistance payments for accuracy and auditing
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Influence development and execution of an Energy Assistance strategy to help educate company employees, especially frontline customer service and field employee, and customers about available bill payment assistance resources.
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Participate in public and company planned events, including customer-facing events, that help connect customers to available bill payment assistance programs.
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Ensure compliance with all federal, state, and local regulations, as well as company policies related to energy assistance programs.
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Ensure all financial transactions are documented correctly and that records of program activities are accurate, organized and accessible for review.
JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )
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3 to 5 years of prior leadership experience required
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Bachelor's degree in related field preferred or equivalent academic, education and work experience
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5+ years of customer experience/ credit & collections/ billing/ energy assistance/utility experience performing duties noted above with progressive responsibility
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Strong verbal and written communication skills
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Strong interpersonal skills Strong analytical skills
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Strong critical thinking and decision-making skills
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Strong aptitude for working with numbers, ability to quickly understand, interpret, and reconcile financial data
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Ability to work with diverse internal and external teams and understand the needs of low-income customers
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Expertise in CC&B
Preferred:
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Demonstrated experience building relationships, collaborating, influencing, and creating leadership buy-in
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Demonstrated experience working with federal, state and local organizations who assist income-eligible customers
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Demonstrated experience with customer-focused regulatory and/or technology projects
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Demonstrated experience with process improvement, specifically leading projects from initiation to completion
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Strong technical acumen, with ability to solve complex problems
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Bilingual skill is a plus
Southern Company
30 Ivan Allen Jr Blvd NW
Atlanta
Georgia États-Unis
www.southerncompany.com
