Customer Support Coordinator Jobs

Customer Support Coordinator

Description

This position is responsible for providing effective and efficient support to customers, team members, business partners, and field operations through proactive communication around appointment statuses. This role will be expected to provide excellent customer service with outbound call initiatives as well as inbound customer inquiries and follow-up. Responsible for creating and maintaining a positive customer experience while supporting various operations’ tasks in providing best in class service.

Concierges are responsible for monitoring technician’s assignments for order suspension and other impacts towards customers appointments, and proactively contacting the impacted customers to provide technician and appointment status updates. Individual must be able to respond to situations and inquiries quickly and accurately to best serve the customers.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills)

Education, Certifications/Licenses:

Required:

• High School Diploma or GED

Preferred:

• BS/BA Degree

Related Work Experience:

Required:

• 1 – 3 years Customer Service and Data Entry Experience
• Availability to work flexible schedule across various shifts and hours of operations (Monday-Sunday 7:30am-8:00pm)

Preferred:

• 1-2 years utility experience
• 1-2 years dispatch/logistics experience

Applicant may possess a combination of equivalent education and work experience.

Specific Skills & Knowledge:

Required:

• Ability to provide professional correspondence and communications as a trusted representative of Resource Management.
• Ability to professionally represent Resource Management and Southern Company Gas, including professional interactions with executives, managers, peers, business partners, and customers.
• Demonstrated proficiency in Microsoft Office products, including Outlook, PowerPoint, Word, SharePoint, and Excel.
• Demonstrate experience in taking initiative and being a self-starter in day-to-day responsibilities as well as working through changing priorities.
• Must possess excellent customer service, decision making, time management, phone interpersonal and communication skills.
• Exceptional organizational skills with ability to prioritize, multi-task, and proactively prepare for upcoming meetings and events.
• Candidate must possess a strong attention to detail, maintain a sense of urgency, and be service-oriented.
• Ability to build and maintain relationships internally as well as with business partners across our organization.
• Knowledgeable of Administrative and Customer Care best practices.

Preferred:

• Bilingual (Spanish)

Working Conditions/Physical Requirements:

• Overtime work
• Weekends Holiday work
• Long periods of sitting
• Nights
• Long periods computer and telephone use
• Rotating shifts

Other:

• Shift: Multiple and potential Rotation
• Operation Hours: Monday-Friday 7:30am-8:00pm, Saturday-Sunday 8:00am-4:30pm
• Overtime may be required depending on workload and staffing.

MAJOR JOB RESPONSIBILITIES:

REPRESENTATIVE DUTIES AND RESPONSIBILITIES:

• Continued to monitor contacted customers’ appointments and provide periodic updates to the customers in the event an appointment will be missed or is in jeopardy.
• Report service disruptions and enter and track IT Service Requests (vendor, process, systems)
• Assist Customer Service Representatives (CSRs) with Estimated Time of Arrivals (ETAs) and technical questions; interprets codes and clarifies field service personnel comments.
• Understand the basics fundamentals of Sentinel and Scheduling processes.
• Monitors in-day customer appointments and the associated field technician status to identify orders that were suspended due to emergency situations.
• Assist Scheduling team with contacting customers via telephone and letters to gain access to company facilities. Document action items in GCMA and CC&B and track in SharePoint site.
• Proactively contact customers impacted by suspended orders to provide insight to reasons for delayed arrival of a technician and Estimated Time of Arrivals (ETAs), as well as offer support toward any appointment change requests.
• Understand the basics fundamentals of Click Schedule Web and Dispatch processes.
• Assist Scheduling team and Field Operations personnel with scheduling specific order requests.
• Work with Dispatchers to gather insight into reasoning behind customer appointed order suspensions for clear communication with customers.
• Work with Dispatchers to discuss opportunities around customer appointed order re-assignment, to effectively reach customers’ appointments in an efficient time frame.
• Assist Dispatchers during System Outages, Mass Outages, weather related events, and other major incidences to support coordinated activities between Resource Management and Field Operations
• Document all customer communication in associated order and account database systems: Reviewer, GCMA, CC&B
• Assist field service personnel (e.g., check account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).

Functional Expertise:

• Determines documentation requirements; reviews and maintains hard copies when necessary.
• Performs clerical functions related to orders. Updates and maintains customer account information (e.g notes on accounts for communication with customers, letters mailed, appointment changes, order generation).
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed
• Perform data entry and tracking through the Reviewer Application, CC&B, GCMA, and SharePoint; updates and maintains customer account information.
• Effectively transfer misdirected customer requests to an appropriate department.
• Track related work activity for business process reporting & workload management
• Uses computerized system for tracking, information gathering, and/or troubleshooting.

Business Acumen:

• Maintain working knowledge of all Resource Management and Field Operations processes around work generation, assignment, and completion.
• Identifying problems, opportunities, and trends while using analytical and problem-solving skills to achieve success or to influence positive change.
• Sound decision-making that simultaneously reflects a commitment to customer and employee excellence, business value, and operational integrity.
• Prioritize workload based on criticality of tasks and time required to yield greatest result.

Engagement:

• Demonstrate empathy, integrity, respect, and fairness toward all employees, customers, and business partners.
• Participate in activities designed to improve customer satisfaction and business performance.
• Communicate effectively with internal and external customers embracing different cultures and diverse groups with safety as first priority.
• Handle situations which may require adaptation of response or some research according to customer response.
• Manage peer relationships by supporting the team through daily tasks, encouragement and training of others, and navigating through conflict with professionalism.
• Receptive to change
• Participate in and support collaborative activities.
• Defuse escalated customer interactions across multiple markets.

Driving Results:

• Managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed.
• Accountable for meeting individual performance objectives, while supporting and driving towards the measurable expectations and goals for the organization.
• Enhance customer experience through programs and service provided to the customer.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. 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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): No

Union Covered: No

Work Location(s):

AGLR Corporate Office - 10 Peachtree Place NE (10AtlantaCODE)

10 Peachtree Place NE

Atlanta, 30309

Req ID: ASC2000153