Job Description
Join Nicor Gas, a Southern Company subsidiary, as a Customer Care Specialist in a unionized environment! If you are professional, energetic and ready to increase your earning potential through a rewarding position, consider joining us onsite at our Inbound Customer Care Center located in Naperville, Illinois.
At Nicor Gas, we handle emergency calls 24 hours a day, 7 days per week, similar to a fire/police department. All other call types are handled 7:00 AM-7:00 PM Monday through Friday (i.e. start service, billing questions, etc...). Currently, employees are scheduled based on work preference (i.e. late/early) and seniority. Start times could fluctuate on a daily basis and could include: nights, weekends & holidays. During our busy season, which is typically Spring to Fall, overtime could be required up to 3 hours, 5 days a weeks. Remote work opportunities may/could be possible after 6 months of employment.
Job Summary:
The Customer Care Specialist will handle calls dealing with the following:
- Gas emergencies
- Requests for service
- Questions about bills
- Various other inquiries
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
- Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas.
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information. Determine documentation requirements; review and maintain hard copies when necessary.
- Provide information related to outside assistance and other options.
- Respond to service policy, rate questions, and billing inquiries.
- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
- Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
- Perform accounting functions related to orders, adjustments, and corrections.
- 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.
Business Acumen:
- Maybe required to work in one or multiple queues/skill sets over various customer contact channels.
- Responsible for improving customer retention through programs and service provided to the customer.
- Maintain working knowledge of all company products, services and promotions.
- Assist in training and coaching new employees
Engagement:
- Participate in activities designed to improve customer satisfaction and business performance.
- Participate in morale building activities
- Manage peer relationships
Driving Results:
- Accountable for meeting individual performance objectives
- Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
- Must meet KPI targets on a consistent basis
Requirements:
- High School Diploma or equivalent
- Previous customer service, call center or telemarketing (sales) experience preferred
- Must be at least 18 years old
- Excellent verbal communication
- Strong computer skills
- Strong problem solving skills
- Detail oriented
- Team player
- Bilingual/Spanish experience a plus
- Perfect attendance required for your first 120 days of employment
- No tardiness during your first 120 days of employment
- The potential applicant must receive a passing grade on all assessments during probation
- Call Center Hours of Operations 24/7, 365 days a year
- Typical hours during the training period are M-F 8:00 am - 4:30 pm
- During the probationary period, there is a possibility of overtime either before or after your scheduled shift.
- After the probationary period, Customer Care Specialists will work flexible hours including first and second shifts with the possibility of weekends, holidays and overtime either before or after your scheduled shift.
Benefits:
- Excellent benefits package which includes medical and dental insurance, 401K, and tuition reimbursement.
- Competitive starting salary of: $23.30 per hour to start.
- Bilingual/Spanish premium
- Night shift premium
- Paid vacation/holidays.
Mock Schedule
Monday- 10:00AM-6:30PM
Tuesday- 10:00AM-6:30PM
Wednesday- 10AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
Mock Schedule with Overtime
Monday- 8:00AM-6:30PM
Tuesday- 8:00AM-6:30PM
Wednesday- 8:00AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
Join Nicor Gas, a Southern Company subsidiary, as a Customer Care Specialist in a unionized environment! If you are professional, energetic and ready to increase your earning potential through a rewarding position, consider joining us onsite at our Inbound Customer Care Center located in Naperville, Illinois.
At Nicor Gas, we handle emergency calls 24 hours a day, 7 days per week, similar to a fire/police department. All other call types are handled 7:00 AM-7:00 PM Monday through Friday (i.e. start service, billing questions, etc...). Currently, employees are scheduled based on work preference (i.e. late/early) and seniority. Start times could fluctuate on a daily basis and could include: nights, weekends & holidays. During our busy season, which is typically Spring to Fall, overtime could be required up to 3 hours, 5 days a weeks. Remote work opportunities may/could be possible after 6 months of employment.
Job Summary:
The Customer Care Specialist will handle calls dealing with the following:
- Gas emergencies
- Requests for service
- Questions about bills
- Various other inquiries
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
- Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas.
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information. Determine documentation requirements; review and maintain hard copies when necessary.
- Provide information related to outside assistance and other options.
- Respond to service policy, rate questions, and billing inquiries.
- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
- Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
- Perform accounting functions related to orders, adjustments, and corrections.
- 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.
Business Acumen:
- Maybe required to work in one or multiple queues/skill sets over various customer contact channels.
- Responsible for improving customer retention through programs and service provided to the customer.
- Maintain working knowledge of all company products, services and promotions.
- Assist in training and coaching new employees
Engagement:
- Participate in activities designed to improve customer satisfaction and business performance.
- Participate in morale building activities
- Manage peer relationships
Driving Results:
- Accountable for meeting individual performance objectives
- Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
- Must meet KPI targets on a consistent basis
Requirements:
- High School Diploma or equivalent
- Previous customer service, call center or telemarketing (sales) experience preferred
- Must be at least 18 years old
- Excellent verbal communication
- Strong computer skills
- Strong problem solving skills
- Detail oriented
- Team player
- Bilingual/Spanish experience a plus
- Perfect attendance required for your first 120 days of employment
- No tardiness during your first 120 days of employment
- The potential applicant must receive a passing grade on all assessments during probation
- Call Center Hours of Operations 24/7, 365 days a year
- Typical hours during the training period are M-F 8:00 am - 4:30 pm
- During the probationary period, there is a possibility of overtime either before or after your scheduled shift.
- After the probationary period, Customer Care Specialists will work flexible hours including first and second shifts with the possibility of weekends, holidays and overtime either before or after your scheduled shift.
Benefits:
- Excellent benefits package which includes medical and dental insurance, 401K, and tuition reimbursement.
- Competitive starting salary of: $23.30 per hour to start.
- Bilingual/Spanish premium
- Night shift premium
- Paid vacation/holidays.
Mock Schedule
Monday- 10:00AM-6:30PM
Tuesday- 10:00AM-6:30PM
Wednesday- 10AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
Mock Schedule with Overtime
Monday- 8:00AM-6:30PM
Tuesday- 8:00AM-6:30PM
Wednesday- 8:00AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
About Southern Company
Southern Company is one of the largest energy providers in the United States. Based in Atlanta, Southern Company owns electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications.
The men and women who work at Southern Company understand that we don’t simply provide a product or service. Clean, safe, reliable and affordable energy is essential to our way of life. More than 100 years ago, our company played a major role in the growth and prosperity of the South – and we continue to play a role today through our support of economic development and our philanthropic efforts. We believe the communities we serve should be better off because we’re there.
Our principal business is to make, move and sell energy. Those are the “whats” of our business. But it’s the “hows” that make us different. The actions of our employees are what truly define us and have earned us a high level of trust among our customers, shareholders and regulators.
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