Join Nicor Gas, a Southern Company subsidiary, as a Customer Care Specialist in a unionized environment! If you are professional, energetic and ready to increase your earning potential through a rewarding position, consider joining our Inbound Customer Care Center located in Naperville, Illinois.
At Nicor Gas, we handle emergency calls 24 hours a day, 7 days per week, similar to a fire/police department. All other call types are handled 7:00 AM-6:00 PM Monday through Friday (i.e. start service, billing questions, etc...). Currently, employees are scheduled based on work preference (i.e. late/early) and seniority. Start times could fluctuate on a daily basis and could include: nights, weekends & holidays. During our busy season, which is typically Spring to Fall, overtime could be required up to 3 hours, 5 days a weeks. Remote work opportunities may/could be possible after 6 months of employment.
Job Summary:
The Customer Care Specialist will handle calls dealing with the following:
- Gas emergencies
- Requests for service
- Questions about bills
- Various other inquiries
Job Responsibilities & Accountabilities by Competency
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.
- Assist in training and coaching new employees
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.
- Must meet KPI targets on a consistent basis
Requirements:
- High School Diploma or equivalent
- Previous customer service, call center or telemarketing (sales) experience preferred
- Must be at least 18 years old
- 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 8:00 am - 4:30 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: $22.51 p/h to start.
- Bilingual/Spanish premium
- Night shift premium
- Paid vacation/holidays.
Mock Schedule
Monday- 10:00AM-6:30PM
Tuesday- 10:00AM-6:30PM
Wednesday- 10AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
Mock Schedule with Overtime
Monday- 8:00AM-6:30PM
Tuesday- 8:00AM-6:30PM
Wednesday- 8:00AM-6:30PM
Thursday- Off
Friday- Off
Saturday- 3:30PM-12:00AM
Sunday- 3:30PM-12:00AM
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.