Analyst I, Consumer Relations

JOB SUMMARY

The primary purpose of this function is to ensure that escalated concerns across all SouthStar markets are researched and resolved. The incumbent will work in an extremely high volume, fast paced and multi-tasking environment and take ownership for commercial and residential escalated customer requests received via multiple channels. The incumbent is accountable for managing the formal complaint process and conducting root cause analyses on issues in order to improve the overall customer experience. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relations; and adhere to key performance indicators as well as both internal and regulatory service levels. The incumbent will also be trained on other department functions and serve as a back-up when needed.

MAJOR JOB RESPONSIBILITIES:

• Resolve escalated complaints (e.g., via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney Generals Office, LDCs, and complaints escalated to senior officers)
• Handle and respond to regulatory complaints for multiple operating entities within seven (6) jurisdictions with multiple LDCs within most jurisdictions.
• Utilize multiple CIS, regulatory, financial, vendor and partner systems daily in order to perform job duties.
• Research customer requests, identify solutions, and respond to customers within the outlined regulatory requirements and service level agreements.
• Respond to subpoenas, bankruptcies, fraud alerts and fraud affidavits for data requests and investigations and refer to Legal when appropriate.
• Investigate and respond to media related issues received from Corporate Communications.
• Identify and communicate trends related to a potential larger issue which may affect other customers.
• Maintain knowledge of regulatory requirements and ensure compliance in the handling of all customer inquiries and escalations.
• Provide customer service for contract commercial accounts via multiple channels (examples: inbound calls, faxes, and email).
• Respond and resolve inquiries from various social media and public channels to include Twitter, Facebook, and LinkedIn, Georgia Gas Savings, and BBB Reviews.
• Support process improvements resulting from analysis and recommendations.
• Maintain working knowledge of all company products, services, and promotional offers.
• Prioritize and manage assigned workload based on the urgency of customer and business impact.
• Development and maintain effective working relationships internally (business owners such as marketing, B2B, regulatory, legal, operations, accounting and credit & collections) and externally (customers, vendor partners, regulatory bodies, BBB, LDCs).

Education, Certifications/Licenses:

Required:

Associates Degree or equivalent experience

Preferred:

BA/BS Degree

Related Work Experience:

Required:

• 3 – 5 years of experience in utility or call center environment.
• 3 – 5 years of experience with Backoffice transaction processing.

Preferred:

• 5 – 7 years of experience resolving escalated customer concerns such as complaints received from regulatory or governmental agencies, Better Business Bureau (BBB) and senior level executives via multiple communication channels such as phone, email, written communication, social media platforms and chat.
• 5 – 7 years of conducting root cause analysis on escalated, compliance and senior level executive issue and complaints.

Specific Skills & Knowledge

Required:

• Proficiency in MS Office Suite products.
• Experience in operating processes and procedures included but not limited to order management, customer service, escalation management, billing processes, regulatory and legal processes, etc.
• Exceptional customer service skills to include active listening, ability to de-escalate situations with internal or external customers, utilize exceptional verbal and written skills while effectively adjusting communication styles to meet the needs of the audience to create win-win solutions for the customer and the company,
• Experience in the ability to effectively research and identify the root cause of issues based on analysis of information compiled from multiple systems and or data sources and communicate findings at different levels.
• Experience in managing multiple tasks with different priorities to ensure deadlines are met and commitments are kept.

Preferred:

• Experience in Oracle Financials or a similar system
• Intermediate to Advance experience with MS Office Suite
• Operational knowledge of SouthStars front and back-office processes and procedures

WORKING CONDITIONS:

• Hybrid work environment (in office three days; offsite two days) and subject to change per business needs.
• 95% keyboarding

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 in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), Americas premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers and communities needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant’s qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 6232

Job Category: Customer Service

Job Schedule: Full time

Company: Southstar Energy Services