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Job Summary

The Senior Customer Service Representative serves as a critical link between frontline agents and leadership, ensuring smooth daily operations, consistent service quality, and strong team support. This role combines advanced customer support responsibilities with elevated duties, including but not limited to coaching, mentoring, and providing feedback.

The Senior Representative works across multiple jurisdictions and communication channels to deliver seamless customer experiences for both residential and commercial clients. They handle escalated issues, provide subject matter expertise on products and services, and act as a first-line resource to ensure first call resolution.

As a **universal senior** , the incumbent is responsible for:

- Monitoring and supporting customer service representatives during assigned shifts.

- Coaching, training, and mentoring team members to drive performance.

- Handling escalated calls and resolving customer issues with professionalism and efficiency.

- Monitoring compliance with policies, procedures, and regulatory requirements.

- Driving consistency in service delivery across all channels and jurisdictions.

- Providing feedback to leadership on process improvements and employee development needs.

This position operates in a fast-paced, high-volume environment and requires strong leadership, communication, and problem-solving skills. Seniors are expected to model professionalism, uphold company standards, and foster teamwork and a Culture of CARE.

Job Responsibilities & Accountabilities by Competency Functional Expertise

- Monitor and support daily operations across **Customer Service** , **Energy Connections** , and **Emergency Response teams** .

- Serve as first-line resource for customer service representatives, providing guidance, direction, and support.

- Handle escalated inquiries and resolve complex customer issues through inbound and outbound contact.

- Ensure adherence to company policies, regulatory requirements, and quality standards.

- Maintain working knowledge of all company products, services, and systems to support multi-jurisdictional operations.

- Contribute to the development, improvement, and documentation of policies and procedures.

Business Acumen

- Identify service failures and recommend process improvements.

- Provide feedback to management on opportunities for operational efficiencies and enhanced customer service.

- Identify potential revenue opportunities and refer leads to appropriate business partners.

Engagement

- Coach, train, and mentor customer service representatives to strengthen skills, improve performance, and build skill development.

- Support employee onboarding by assisting with training, shadowing, and coaching.

- Promote teamwork and positive morale through recognition, engagement activities, and open communication.

- Collaborate with cross-functional teams (Field Operations, Construction, & Training) to ensure consistent and accurate messaging across all customer channels.

- Assist in facilitating Senior Forums, communicating updates, and reinforcing Customer Care Operations & Development overall goals.

Driving Results

- Monitor individual performance against key metrics (self-service adoption, customer satisfaction).

- Hold customer service representatives accountable for achieving performance objectives while providing coaching for improvement.

- Foster a culture of Compassion, Accountability, Respect, and Empowerment (CARE).

Qualifications:

Education, Certifications/Licenses:

Required:

High School Diploma or GED

Preferred:

College Degree or actively pursuing college degree

Related Work Experience:

Availability to work flexible schedule

Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)

Preferred:

5-7 year’s utility experience

Specific Skills & Knowledge:

Required:

+ Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint

+ Thorough knowledge of service standards and operations with the ability to manage customer expectations

+ Excellent verbal and written communication skills

+ Strong analytical and problem-solving skills

+ Proficient in computer use and typing, with a keen eye for detail

+ Ability to multi-task and manage multiple projects simultaneously

Working Conditions/Physical Requirements:

90-95% keyboarding

Call Center 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.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

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 Identification: 15967

Job Category: Customer Service

Job Schedule: Full time

Company: AGL Services Company