Rep I, Customer Service - Emergency Response

Job Summary

The purpose of this position is to handle emergency calls in a timely and proficient manner ensuring the safety of the customer with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of Southern Company Gas utilities in multiple states. The incumbent is responsible for taking actions to minimize risk and to ensure liability of the company is secure with each interaction. The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership of commercial and residential customer requests for leaks and gas outages via telephone, and handle online chat, fax, and email volume. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. This is a bargaining unit position (IBEW Local 1997). Functional expertise includes preparing emergency and priority field orders, reporting on non-emergency service activities, investigating and probing to ensure clarity and satisfaction of customer requests, coordinating work requests with appropriate departments and service centers, handling escalated customer service inquiries, providing guidance to marketers and customers, communicating effectively with internal and external customers, determining documentation requirements, performing clerical functions related to orders, reporting service disruptions, and adhering to established policy, procedure, and quality standards. Business acumen involves working in one or multiple ques / skill sets over various customer contact channels, maintaining working knowledge of all company products, services, and promotions, and participating in activities designed to improve customer satisfaction and business performance. Engagement includes participating in morale building activities and managing peer relationships. Driving results involves meeting individual performance objectives, managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed. Education, certifications / licenses, and related work experience are also outlined. Specific skills and knowledge required include computer use, keyboard proficiency, multitasking ability, customer service skills, excellent interpersonal communication, time management, oral comprehension, persuasion and negotiation skills, and solid problem-solving skills. Working conditions / physical requirements include a call center environment and 95% keyboarding. About Southern Company Gas and Southern Company are also described, along with information on total rewards and equal opportunity employment.