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Analyst I, Consumer Relations
Location:
Atlanta, GA
Description:
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 via multiple channels. The incumbent is accountable for managing the formal complaint process and conducting root cause analyses on issues in order to improve the overall customer experience. 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 (6) 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 respond to media related issues received from Corporate Communications. 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. 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, and 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: 3 - 5 years of experience in utility or call center environment. 3 - 5 years of experience with Backoffice transaction processing. Preferred: 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. 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 Oracle Financials or a similar system Intermediate to Advance experience with MS Office Suite Operational knowledge of SouthStar's front and back-office processes and procedures WORKING CONDITIONS: Hybrid work environment (in office three days; offsite two days) and subject to change per business needs. 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.PDN-9c5431c9-e253-4f46-ae73-cee80e1db33e
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More About this Listing: Analyst I, Consumer Relations
Analyst I, Consumer Relations is a Other Jobs Analyst Job at Southern Company located in Atlanta GA. Find other listings like Analyst I, Consumer Relations by searching Oodle for Other Jobs Analyst Jobs.
Analyst I, Consumer Relations is a Other Jobs Analyst Job at Southern Company located in Atlanta GA. Find other listings like Analyst I, Consumer Relations by searching Oodle for Other Jobs Analyst Jobs.