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Customer Care Specialist Bilingual/Spanish - Nicor GasJob ID 2013-1307Job Locations US-IL-SycamorePosted Date 5/15/2013Company Nicor GasMore information about this job:Company Information:As a trusted member of the business community, Nicor Gas has been delivering safe, reliable natural gas service to Illinois customers since 1954. In addition to our visibility in the local community, Nicor Gas is also a member of theAGL Resources family of companies and is part of the largest natural gas-only distribution company in the United States. Nicor Gas is proud to offer career opportunities to more than 2,0 talented and dedicated employees in a variety of technical, administrative and professional fields.Overview:AGL Resources (NYSE: GAS) is an Atlanta-based energy services holding company with operations in natural gas distribution, retail operations, wholesale services, midstream operations and cargo shipping. As the nations largest natural gas-only distributor based on customer count, AGL Resources serves approximately 4.5 million utility customers through its regulated distribution subsidiaries in seven states. The company also serves more than one million retail customers through its SouthStar Energy Services joint venture and Nicor National, which market natural gas and related home services. Other non-utility businesses include asset management for natural gas wholesale customers through Sequent Energy Management, ownership and operation of natural gas storage facilities, and ownership of Tropical Shipping, one of the largest containerized cargo carriers serving the Bahamas and Caribbean region. For more information, visitw.aglresources.comResponsibilities:Projected start date July 2013Join Nicor Gas an AGL Resources Company, as a Customer Care Specialist! If you are professional, energetic and ready to increase your earning potentials through a rewarding position, consider joining our Inbound Customer Service Call Center in Sycamore, Illinois.At Nicor Gas, we strive to provide an outstanding customer experience around the clock, 24/7, 365 days a year. The nature of our business as a utility means that at any time, a customer may call with an emergency similar to the police or fire department. That is why Customer Care Specialists will need to be able to work flexible schedules. Work schedules may include weekends & holidays. Overtime may be available, and at times, it may be required with little or no notice.Job Summary:The Customer Care Specialist will handle calls dealing with the following:* Gas emergencies * Requests for service * Questions about bills * Various other inquiries The purpose of this position is to handle complex; primarily Spanish speaking customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of Nicor Gas. The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership of commercial and residential customer requests for service via telephone, online chat, fax and email. The incumbent for this role is responsible for service delivery and offers alternative solutions where appropriate with the objective of retaining customers business. Their responsibilities include business transactions in connection with activation of new customer accounts, communication to customers using web-based tools , and making financial decisions to protect/collect revenues and adjusts customer accounts. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees.Job Responsibilities & Accountabilities by CompetencyFunctional Expertise:* Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas. * Effectively transfer misdirected customer requests to an appropriate department. * 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 managementBusiness 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 employeesEngagement:* Participate in activities designed to improve customer satisfaction and business performance. * Participate in morale building activities * Manage peer relationshipsDriving 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 basisQualifications:Requirements:* High School Diploma or equivalent * Previous customer service, call center or telemarketing (sales) experience preferred * Must be at least 18 years old * Typing Speed of 25 net wpm * Excellent verbal communication * Strong computer skills * Strong problem solving skills * Detail oriented * Team player * Bilingual/Spanish experience a plus * Perfect attendance required for your first 120 days of employment * No tardiness during your first 120 days of employment * The potential applicant must receive a passing grade on all assessments during probation * Call Center Hours of Operations 24/7, 365 days a year * Typical hours during the training period are M-F 8:30 am - 5:00 pm * During the probationary period, there is a possibility of overtime either before or after your scheduled shift. * After the probationary period, Customer Care Specialists will work flexible hours including first and second shifts with the possibility of weekends, holidays and overtime either before or after your scheduled shift.Benefits:* Excellent benefits package which includes medical and dental insurance, 401K, and tuition reimbursement. * Competitive starting salary of: $15.69/hr to start, $15.99/hr after 120-day probationary period, $17.51/hr after 6 months. * Bilingual/Spanish premium of $1.00/hr. * Night shift premium of $1.50/hr per union contract. * Paid vacation/holidays.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 of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities. AGL Resources is an Equal Employment Opportunity and Affirmative Action employer. We maintain a drug-free workplace.
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