Job Summary

 

The purpose of this position is to handle requests for initiating installation of commercial and residential service and meter sets for delivery of natural gas service with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent will work within multi-jurisdictional and multi-functional customer contact teams in support of Atlanta Gas Light Company's (AGLC) and Chattanooga Gas Company's (CGC) and Virginia Natural Gas (VNG) commercial and residential builders and developers, by telephone, email, and fax.  The incumbent works in a high volume, fast paced, multi-tasking environment, and will coordinate with Account Executives, Project Coordinators, Contractors and Customers on commercial and residential projects to ensure natural gas is delivered in a timely and worry free manner.   Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees.

 

Functional Expertise:

Initiate new business, Residential and Commercial projects (New Construction, Conversion, Added-Load, Multi-Family and Mixed Use) within AGLR's corporate application for tracking new projects (Gas Request system) Take inbound calls from all markets (AGLC, CGC, VNG) Work in high volume, fast paced, multiple systems (Google Earth, Mobile GIS, GSCA, CC&B, CUS, Contractor Portal, Gas Request, Sharepoint, etc.) multi-tasking environment Obtain and document essential project information such as plats, site plans, load and pressure requirements, general contractor information, etc. (Gas Request) Respond to inquiries concerning natural gas availability from potential customers (Google Earth, Mobile GIS, GSCA) Record and maintain documents for fuel line inspections called in from municipalities, researches CC&B for pending meter sets and releases to field ops for installation Contact municipalities to solve fuel line inspection issues Research and verify service card information (GSCA system & Mobile GIS) Troubleshoot with customers when contracts are not received electronically Process Natural Gas Advantage Dealer referrals for customers in need of appliance repair or purchase Act as liaison between Marketing, Contractor, Marketer (GA) and Customers for multi-family master meter conversions and municipality acquisition projects Update and complete assigned on-boarding tasks in the BCA work queue (Gas Request) Process Residential and Commercial meter set requests through answering customer calls or marketer requests (CC&B) Enter and schedule Residential and Commercial meter upgrade orders (CC&B) Review status of work requests (Contractor Portal) Identify root cause of complex ECC issues and determine best course of action Up sell Residential and Commercial Customers on advantages of natural gas and suggests additional equipment that may benefit their establishment or residence to promote multiple burner tips Make outbound calls. Deliver prepared sales talks, derived from training and scripting that describes products, services, promotions, etc. in order to persuade potential customers to utilize gas appliances, schedule orders, etc. conservation, new customer leads, and other programs during off-peak times Own large Commercial projects after service lines are installed to ensure meter requests are processed with transparency to customers. Work closely with Marketers (GA) to secure appropriate Marketer agreement during process of service installation so that when the meter is ready to be installed, customer does not have to make multiple phone calls Promote energy efficiency programs and rebates to specific customer group as available Determine documentation requirements; review and maintain hard copies when necessary Provide information for Contractors related to service lines at building sites (Contractor Portal) Provide back-up for other functions within department                                 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 Effectively transfer misdirected customer requests to the appropriate department      

Business Acumen: 

Educate Customers on all requirements prior to meter installation and activation (service line run, inspection in, marketer request permits, etc.) Investigate and inform Account Executives, New Business Design Technicians, Engineers, Project 1 Coordinators, Pipeline Contractors, Resource Management, Service Centers with information and needs of Customers Maintain working knowledge of all company products, services and promotions Formulate problem solving solutions for residential and commercial customers Knowledge of company tariffs, operating policies and procedures Handle escalated calls Maybe required to work in one or multiple queues/skill sets (i.e., emergencies/customer service, etc.) over various customer contact channels.

 

Engagement:

Participate in activities designed to improve customer satisfaction and business performance Participate in morale building activities Manage peer relationships Initiate and maintain long-standing relationships with builders, governing bodies, account executives, new business design, engineers, service centers, resource management and contractors Consult with engineering, construction, and operations resources on constructability and meter set issues for new projects Set Customers’ expectations regarding the timeline and the customer experience Represent the Company in order to foster and maintain relationships with Residential and Commercial Customers

Driving Results:

Accountable for meeting individual performance objectives consistently along with assisting team with departmental goals Prioritize and manage multiple projects simultaneously to optimize overall customer demand portfolio Manage assigned workload, set goals, prioritize work, evaluate results and take action to resolve concerns, as needed Capture revenue by ensuring the recalculation of DDDC’s for Residential and Commercial upgrades by updating                                                         Seek opportunities to add gas load and value to Residential and Commercial customers with a goal of always maximizing market penetration     

            

Education, Certifications/Licenses: 

    

Required:

High School Diploma or GED

                          

Preferred:

 

BA/BS degree Bilingual (Fluent)

 

Related Work Experience:

 

      Required:

1-2 years experience in Customer Service Availability to work flexible schedule, which includes all hours of Customer Care Center Operations Achieve successful results on pre-employment assessment      

      Preferred:

2 or more years call center or utility experience 2 or more years outbound sales or telemarketing experience

 

Or

 

Equivalent academic education and work experience

 

Specific Skills & Knowledge:

 

Skills:

 

Required:

MS PowerPoint - basic proficiency MS Excel - intermediate proficiency MS Word- intermediate proficiency Customer Service – advanced proficiency Ability to multi-task (Including talking with customers on the phone, using computer systems) Customer Service – advanced proficiency Excellent interpersonal communication skill Time Management – Maximizing available time to its highest purpose while achieving objectives Active Listening Skills – 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 Must be able to use multiple mainframe and software programs – MS Office and others, which includes SharePoint Solid problem solving skills Keyboard 40 WPM

                                                                                                                                                     

Preferred:

Experience working in Mobile GIS & GSCA CC&B Contractor Portal Gas Request CIS

Working Conditions/Physical Requirements:

Call center environment 85% keyboarding 15% writing

        

        

 
 

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.