Representative II, Customer Service

Southern Company - Riverdale, GA

Full-time - Entry Level

Riverdale, GA

5,001-10,000 employees

Utilities

About the position

The Representative II, Customer Service position at Southern Company is designed to handle complex customer inquiries, complaints, and billing issues while ensuring customer safety and satisfaction. The role involves managing high-volume calls and correspondence, providing one-call resolutions, and maintaining compliance with regulatory standards. The representative will work in a fast-paced environment, addressing both commercial and residential customer needs, and will be responsible for minimizing company liability during interactions.

Responsibilities

• Handle complex customer questions, complaints, and billing inquiries.
• Respond to emergency and customer inquiry calls ensuring safety and one-call resolution.
• Receive and respond to mail, fax, and email correspondence with professionalism.
• Take actions to minimize risk and ensure company liability is secure with each interaction.
• Process online orders, turn-on, turn-off, reconnect, and transfers for various gas markets.
• Update and maintain customer information.
• Adhere to established policies, procedures, and quality standards for work performed.
• Coordinate work requests with appropriate departments and service centers.
• Perform accounting functions related to orders, adjustments, and corrections.
• Report service disruptions and technical issues.
• Transfer misdirected customer requests to the appropriate department.
• Offer solutions and solve unstructured problems requiring conceptual thinking.
• Prepare emergency and priority orders related to gas services.
• Investigate customer requests to ensure clarity and satisfaction according to emergency policies.
• Work with internal departments on preparing itemized statements for bankruptcies and court cases.

Requirements

• High School Diploma or GED required; BA/BS degree preferred.
• 1-2 years of experience in a utility or call center or equivalent academic/education and work experience.
• Availability to work a flexible schedule and independently.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Self-motivated with the ability to address customer issues with little oversight.
• Strong keyboarding skills and quick thinking for independent decision-making.
• Ability to collaborate and apply policies/procedures effectively.
• Ability to multi-task and manage multiple projects simultaneously.
• Persuasion and negotiation skills.
• Time management skills to maximize available time.

Nice-to-haves

• Bilingual (fluent) in another language.

Benefits

• Health insurance
• 401k retirement plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities