Southern Company Service Office Clerk in Carthage, Illinois

Service Office Clerk

Description

At Nicor Gas, we handle emergency calls 24 hours a day, 7 days per week, similar to a fire/police department. These emergency calls and many other calls are handled 7:00 AM-4:30 PM Monday through Friday (i.e. start service, billing questions, etc...) out of the Carthage office, we also handle many different walk-in request, to include taking payments. This position exists due to the remote location of the Carthage facility from the General Office in Naperville

POSITION DUTIES AND RESPONSIBILITIES:

• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

• Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information. Determine documentation requirements; review and maintain hard copies when necessary.

• Provide information related to outside assistance and other options.

• Respond to service policy, rate questions, and billing inquiries.

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.

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

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

• Report service disruptions (vendor, process, systems)

• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.

• Track related work activity for business process reporting & workload management

• These tasks will be performed daily

Functional Expertise

• Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas.

• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

• Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information. Determine documentation requirements; review and maintain hard copies when necessary.

• Provide information related to outside assistance and other options.

• Respond to service policy, rate questions, and billing inquiries.

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.

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

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

• Report service disruptions (vendor, process, systems)

• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.

• Track related work activity for business process reporting & workload management

Business Acumen

• Maybe required to work in one or multiple queues/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.

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.

EDUCATION AND EXPERIENCE

Required:

• High School Diploma or equivalent

Preferred:

• Previous customer service, call center or telemarketing (sales) experience preferred

SKILLS

Required:

• Excellent verbal communication

• Strong computer skills

• Strong problem-solving skills

CERTIFICATIONS/LICENSES

Required:

• Valid Driver’s License

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

Office environment

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.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies 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 . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Gas Pipeline Operations & Maintenance

Job Type: Standard

Primary Location: Illinois-Central Illinois-Carthage

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): No

Union Covered: Yes

Work Location(s):

Carthage - 1375 Buchanan St. (1375CarthageCODE)

1375 Buchanan St.

Carthage, 62321

Req ID: GAS2001794