Rep – Customer Verification @ Southern Company

Customer Experience & Support (1)

The purpose of this position is to verify the identity of new and existing residential and commercial customers to ensure identity theft does not occur for multi-jurisdictional and multi-functional customer contact teams in support of AGL regulated utilities. The incumbent will ensure adequate security is maintained on each account to secure the company against loss. The incumbent is responsible for collecting revenues due to AGL and its entities on final-billed and charged-off accounts and will make financial decisions to protect/collect revenues and adjusts customer accounts. The incumbent will work in a high-volume environment of 2+ million customer contacts through written and electronic media annually and serve a customer population of more than 2 million customers. The incumbent will handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution to maintain positive relationships with internal and external customers and offer alternative solutions where appropriate with the objective of retaining customer’s business. The incumbent will communicate with customers using web-based tools and demonstrate the associated proficiency in typing and grammar. The incumbent is responsible for compliance with applicable policies and procedures for customer contact operations within assigned area of responsibility. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees.This is a bargaining unit position (IBEW Local 1997)

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Compare personal identifying information provided by the customer to data obtained from external information sources such as a credit reporting agency.

• Determine documentation requirements; review and maintain hard copies when necessary.

• Manually verify the customers’ identification matches the information on a signed residential lease or purchase application.

• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

• Process turn-on orders placed on hold.

• Perform accounting functions related to orders, adjustments, and corrections.

• Follow documented procedures for new faxes received.

• Properly secure customer identity and documentation.

• Assist CSR with questions regarding lease & ID documentation received.

• Adhere to all Red Flag (FACTA) Rules.

• Process on-line orders (turn-on, turn-off, and match orders) received through the Dashboard.

• Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.

• Tracks and prepare data for monthly reports to include FACTA codes.

• Purge files and ensure data compliances are met based on the Record Retention policy/guidelines.

• Properly update customer information in appropriate systems and tracking tools (CMA & SharePoint).

• Submit monthly on-line order data for monthly reports.

• Attend quarterly training sessions on Red Flag adherence updates.

• Up-sell natural gas plus handle miscellaneous customer service and general information calls via the phone, email, or internet.

• Maintain regulatory compliance (intra-company and extra-company accountability

Business Acumen:

• Maybe required to work in one or multiple ques/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

Qualifications:

Education, Certifications/Licenses:

Required:

High School Diploma or GED

Preferred:

• BA/BS degree

Related Work Experience:

Required:

• 6 months of experience in customer service

• Availability to work flexible schedule which includes all hours of customer care center operations

Preferred:

• 1 years’ experience in a utility or call center

Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

• Computer use - basic proficiency

• Keyboard 40 WPM

• Ability to multi-task (Including talking with customers on the phone and using computer systems)

• Customer Service – basic proficiency

• Excellent written and verbal skills

• Time Management – Maximizing available time to its highest purpose while achieving objectives

• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc.)

• Must be able to use multiple mainframe and software programs – MS Office and others which includes SharePoint.

• Solid problem-solving skills.

Working conditions/Physical Requirements:

90-95% 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.

Rep – Customer Verification

Southern Company

Simplify's Take

What believers are saying

What critics are saying

What makes Southern Company unique

Benefits

Company News