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 multiple channels. The incumbent is accountable for managing the formal complaint process and conducting root cause analysis on issues in order to improve customer satisfaction. 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 General’s Office, LDCs, and complaints escalated to senior officers) 
• Handle and respond to regulatory complaints for multiple operating entities within seven (7) 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 responds to media related issues received from Corporate Communications.
• Own and support various accounting processes to include daily cash sheet, posting of payments from lockbox and payment vendors, billing/payment research and resolution, processing of daily Distribution and Tax vouchers, refund processing, taxation research and resolution.
•  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.            
• Serve as a back-up for back-office functions as needed to support service level agreements.
• 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, 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: 

•  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.

 Preferred:

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

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 some or all of SSE systems to research and resolve customer issues such as: Banner, Safari, Prime, GCMA, OCS, OMS, PPC, HootSuite, ESG, Deluxe CDM, Wells Fargo Portal, Alliance Portal, Oracle Financials, NexisLexis, Experian)
• Operational knowledge of SouthStar’s front and back-office processes and procedures 

WORKING CONDITIONS: 

• Work environment, in the office/on-site 
• 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.