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Southern Company Energy Assistance Specialist in Naperville, Illinois

Energy Assistance Specialist


Energy Assistance Specialist


The purpose of this position is to handle and process external and internal questions, complaints and billing inquires for customers enrolled in the PIPP program. Will also be responsible for working closely with State agencies for processing all program concerns to improve and grow the program. Work with supervisor to share data/information for state and federal lobbyist to help obtain funds for low income customers and process documentation. Partner with leadership to develop a best in class customer assistance program model that encompasses all available resources.

Functional Expertise:

  • Proficient in CC&B and customer communication related to PIPP

  • Knowledge of State criteria of program business rules

  • Knowledge of Local Area Agencies (LAA’s) operating practices

  • Proficient in outbound calls to customers in default

  • Provide data to help lobby for federal programs (ie, LIHEAP)

  • Maintain good working relationships and communicate with low income agencies

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

  • Determine documentation requirements and document processes

Business Acumen:

  • Follow established processes designed for high customer access to program

  • Thorough knowledge of CC&B systems

  • Ability to analyze and make decisions on customer accounts

  • Generate reports and provide to management

  • Analyze and recommend process improvements to reduce complaints and improve customer experience

  • Review Energy Assistance Programs for account accuracy


  • Follow organizational policies and procedures set by the company

  • Support Energy Assistance Supervisor with various duties to educate and increase numbers of customers receiving assistance

  • Help plan and participate in community outreach events

  • Maintain positive peer/customers relationships

Driving Results:

  • Provide service to LAA’s and results measured in number of customers assisted

  • Increase the amount of funding the company receives on behalf of customers

  • Increase internal and external education of energy assistance programs

  • Accountable for managing workload, prioritizing work, evaluating and tracking results


Education, Certifications/Licenses:


  • High School Diploma/GED

  • 1-2 years’ experience performing customer service activities


  • Equivalent academic education and experience

Related Work Experience:


  • Call Center experience

  • Ability to work some nights, and weekends

Specific Skills & Knowledge:

Preferred: Bilingual communication is a plus, but is not a requirement


  • Basic computer skills

  • Analytical skills

  • Time management and planning

  • PeopleSoft Financials – basic proficiency

  • MS Excel – intermediate proficiency

  • Knowledge of customer billing/account system (CC&B)

  • Organizational and communication skills

  • Ability to speak with customers

  • Complaint resolution

  • Clear explanation of program alternatives


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

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: Customer Service

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Union Covered: No

Work Location(s):

G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)

1844 W Ferry Rd.

Naperville, 60536

Req ID: GAS2002514