Job Description
JOB SUMMARY
This position will be responsible for answering telephone calls in the Gas Transportation Call Center and responding to emails from suppliers and commercial/industrial customers concerning gas transportation issues. This position must be able to address the needs, concerns, and issues impacting our customers in a professional and efficient manner. Inquiries received will concern contract submittals, customer billing, gas nominations, tariff questions, service starts and stops, etc. This position will also assist with testing functions for various projects on an as needed basis.
JOB DUTIES & RESPONSIBILITIES
- Effectively respond to gas transportation related inquiries from suppliers and commercial/industrial customers concerning gas transportation issues.
- Responsible for the administration of Gas Exchange (a web-based application for customer/supplier information and services), including contracts, enrollments, answering questions, monthly billing and collections.
- Responsible for making outbound calls as needed for Gas Transportation accounts.
- Track and report daily, weekly, and monthly call center statistics (number of calls received, calls handled, calls abandoned, average talk time, service level, etc.).
- Assist with various data requests and analysis as needed.
- Assist with TO projects as needed.
- Cross train and back up other responsibilities within the department.
- Work with customers (internal and external) regarding billing issue resolution in a professional and respectful manner.
Required Skills:
- CC&B Experience
- A thorough understanding of billing functions and systems to assist with issue resolution.
- Ability to effectively multitask and move from projects to answering phone calls as call volume fluctuates.
- Ability to run reports and analyze data.
- Possess excellent customer service skills to create a positive experience for the customer and/or supplier.
- The ability to articulate polices that are in place to address past due bills, contract issues, and tariff requirements.
- Strong verbal and written communication skills.
- Excel – Intermediate Proficiency.
Education:
- BA/BS Degree or equivalent work experience is preferred; high school diploma
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.
JOB SUMMARY
This position will be responsible for answering telephone calls in the Gas Transportation Call Center and responding to emails from suppliers and commercial/industrial customers concerning gas transportation issues. This position must be able to address the needs, concerns, and issues impacting our customers in a professional and efficient manner. Inquiries received will concern contract submittals, customer billing, gas nominations, tariff questions, service starts and stops, etc. This position will also assist with testing functions for various projects on an as needed basis.
JOB DUTIES & RESPONSIBILITIES
- Effectively respond to gas transportation related inquiries from suppliers and commercial/industrial customers concerning gas transportation issues.
- Responsible for the administration of Gas Exchange (a web-based application for customer/supplier information and services), including contracts, enrollments, answering questions, monthly billing and collections.
- Responsible for making outbound calls as needed for Gas Transportation accounts.
- Track and report daily, weekly, and monthly call center statistics (number of calls received, calls handled, calls abandoned, average talk time, service level, etc.).
- Assist with various data requests and analysis as needed.
- Assist with TO projects as needed.
- Cross train and back up other responsibilities within the department.
- Work with customers (internal and external) regarding billing issue resolution in a professional and respectful manner.
Required Skills:
- CC&B Experience
- A thorough understanding of billing functions and systems to assist with issue resolution.
- Ability to effectively multitask and move from projects to answering phone calls as call volume fluctuates.
- Ability to run reports and analyze data.
- Possess excellent customer service skills to create a positive experience for the customer and/or supplier.
- The ability to articulate polices that are in place to address past due bills, contract issues, and tariff requirements.
- Strong verbal and written communication skills.
- Excel – Intermediate Proficiency.
Education:
- BA/BS Degree or equivalent work experience is preferred; high school diploma
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
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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