Job Details
Position Summary
As a member of the customer experience team, you ll be at the heart of our customer operations, ensuring the delivery of first-class service with every interaction as we live out our commitment to customers to provide safe, reliable, affordable natural gas service. Our customer service teams are dedicated to addressing customers safety concerns, billing and account inquiries and requests for service, as well as providing general information and education to customers that enhances their relationship and interactions with South Jersey Gas. This team is vital to the success of our operations and our company, so best in class training and continuous improvement efforts are highly prioritized.
This role will require advanced skills and expertise in a range of customer service-related processes and procedures, in addition to systems utilized in the Customer Experience department. Assigned tasks will require considerable initiative, and judgment to deliver recommendations for impactful solutions.
Hybrid
Hours: Monday-Friday, 11:30 - 8 PM
May also need to cover on Saturdays from 7-3:30 PM
Essential Functions:
- Advanced skills and expertise in a variety of work processes or activities
- Generate new and innovative solutions to complex problems
- Assist with assigning the day-to-day workload and utilize reports to monitor the production of union staff
- Act as a mentor, coach, and support staff in performing daily duties
- Work autonomously within established procedures and practices
- Handle inquiries elevated by team members to ensure a high level of customer service of customers
- Anticipate patterns and links, looking beyond the immediate problem to the wider implications
- Work cross-functionally with other departments
- Empower and motivate team members to provide great customer experiences with helpful knowledge and a caring approach.
- Build/maintain functional knowledge of responsibilities and systems to support participation as an SME on departmental and corporate projects and initiatives. This may include participating in UAT testing.
- Perform other duties as assigned
Qualifications
Required Background:
- High School Diploma or GED
- Requires a minimum of 4 years of related experience.
- In addition, 1 year as a mentor/coach to entry-level staff & team members is required.
Required Skills:
- Ability to communicate effectively (written and verbally)
- Strong interpersonal skills and collaborative approach to problem-solving
- Ability to multi-task
- Organized, detail-oriented with strong time-management skills
- Ability to think critically and provide meaningful recommendations
- Proficient with Microsoft Office (Excel, Word, PowerPoint)
Preferred Skills:
- Experience within a unionized workforce
- Familiarity with the CC&B system