The purpose of this position is to receive, investigate and respond to customer inquiries received from regulatory agencies, advocacy organizations, and Southern Company Gas executives and subsidiaries. The incumbent will work in an extremely high volume, fast paced and multi-tasking environment, and take ownership of commercial and residential escalated customer requests received via telephone, fax, correspondence and emails. The incumbent is accountable for managing the formal complaint process, investigating/identifying complaint root causes and completing tracking processes. The incumbent will offer alternative solutions, where appropriate, with the objectives of supporting Customer Experience initiatives, reporting trends, communicating best practices and recommendations, while focusing on customer retention and satisfaction. The incumbent is responsible for making sure customer and employee information relating to customer complaints are secure and kept confidential. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relationships; and adhere to key performance indicators as well as both internal and regulatory service levels. The incumbent would be expected to use Speech Analytics to elevate the customers' experience and improve overall satisfaction. This role may occasionally support the Call Center in its functions as a service provider for Southern Company Gas. This is a bargaining unit position (IBEW Local 1997)
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
- Serve as liaison to resolve escalated complaints (e.g., the Regulatory Commissions, Executive offices, BBB, Media, Legal, Governmental Relations, Community Relations, and other consumer advocate organizations)
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Conduct research, identify a solution and respond to customers within the outlined service level agreement
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Investigate billing/credit inquiries (transferred dollars, deferred payment arrangements)
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Investigate appointment scheduling, gas leaks, and other general inquiries
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Maintain, track, and trend data for monthly reporting including the use of Speech Analytics
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Document and report VOC findings and engage business partners to effect process change or enhancements
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Maintain regulatory compliance
Business Acumen:
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Analyze and identify gaps, redundancies; make appropriate recommendations
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Analyze and recommend process improvements to reduce complaints and improve customer service throughout the organization
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Maintain working knowledge of all company products, services and promotions
Engagement:
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Participate in activities designed to improve customer satisfaction and business performance
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Participate in morale building activities across the Enterprise VOC team
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Manage peer relationships
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Engage business partners in developing customer solutions and recommendations
Driving Results:
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Accountable for meeting individual performance objectives
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Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
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Must meet KPI targets on a consistent basis
Qualifications
Education, Certifications/Licenses:
Required:
- High School Diploma or GED
Preferred:
- BA/BS degree
Southern Company
30 Ivan Allen Jr Blvd NW
Atlanta
Georgia États-Unis
www.southerncompany.com
