Manager, Consumer Relations

Manager, Consumer Relations

Description

Job Summary

The Consumer Relations Manager is pivotal in maintaining Southstar Energy's customer satisfaction objectives. As the leader of a team of Consumer Relations Specialists, the Consumer Relations Manager will oversee the resolution of high profile and escalated customer inquiries, complaints, and feedback, with the overarching objective of enhancing customer satisfaction and retention.

The Consumer Relations Manager will oversee and analyze customer escalations across multiple jurisdictions, regulatory bodies, consumer advocacy groups and Company executives via multiple customer communication channels. The incumbent will identify trends and support the implementation of strategies aimed at enhancing the customer experience and ensuring regulatory compliance. Serving as a bridge between customers and the Company, the Consumer Relations Manager must be dedicated to addressing concerns promptly and effectively.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Ensure the expeditious and efficient resolution of customer complaints while collaborating with various Southstar Energy departments when challenged with complex issues.

• Conduct thorough investigations to identify the root causes of escalations and collaborate closely with pertinent departments in order to address these root causes.

• Maintain a continuous flow of communication with customers and internal stakeholders throughout the resolution process, keeping them informed about progress and expected resolutions.

• Offer analytical support in evaluating the Company's enrollment, customer service, billing, and remittance processing operations, and help establish benchmarks for its vendors.

• Provide feedback to cross-functional teams on recurring issues, proposing and assisting with implementing improvements to products, policies, processes and systems.

• Guarantee that the Consumer Relations team adheres to business rules, regulatory requirements (including state and federal rules across multiple jurisdictions), and all applicable retail business segment's Terms and Conditions of Service.

Business Acumen:

• Ensure that operations align effectively with the goals and objectives of the retail business segment.

• Stay informed about regulatory requirements across all jurisdictions and any related changes.

• Collaborate with internal stakeholders to develop and implement improvements in customer service.

• Possess the ability to perform in-depth data analysis using advanced data gathering and modeling techniques to extract data from various customer systems and deliver comprehensive analysis.

• Monitor and effectively report results at all levels of the organization.

• Maintain meticulous records of all escalated cases, detailing actions taken, resolutions achieved, customer feedback, and produce regular reports on escalation trends, highlighting areas for improvement and potential training requirements.

Engagement:

• Collaborate with managers and business units to help lead long and short-term planning for issues related to internal operations and vendors, maximizing efficiency and effectiveness.

• Lead and manage a team of Consumer Relations Specialists, providing guidance, training, identifying and addressing skill gaps.Conduct performance evaluations and deliver coaching to ensure outstanding customer service is consistently delivered.

• Act as a liaison between customers and internal teams, ensuring alignment on the status of customer issues and resolution plans.

• Advocate for customers within the organization, representing their needs and concerns.

• Coordinate with marketing, compliance, and pricing teams to develop strategies aimed at improving SouthStar Energy's customer satisfaction results.

Driving Results:

• Identify trends in customer inquiries and feedback across various customer segments and communication channels, collaborating with internal stakeholders to address customer needs effectively.

• Enhance efficiency in accounts receivables functions through process analysis and redesign.

• Monitor, report, and analyze operational statistics on a daily, weekly, monthly, and yearly basis.

• Develop and implement improvement strategies based on the analysis of operational data to enhance customer experience.

• Continuously evaluate and improve the escalation process, crafting and implementing strategies to minimize future customer issues, complaints, and escalations.

Qualifications

Education, Certifications/Licenses:

Required:

• Bachelor’s degree or equivalent experience

Related Work Experience:

Required:

• 5 years of applicable experience

• Past experience in consumer services, or B2C related industry

• Past experience in leading and managing a customer-facing team

Preferred:

• 5 years of management experience in a call center environment

• Previous experience in a retail energy industry

• Past experience with large-scale BPO agreements incorporating multi-towered services

Specific Skills & Knowledge:

Required:

• Ability to conduct trending and data analysis

• Excellent analytical skills

• SQL proficiency

• Microsoft Office proficiency

• Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors.

• Strong organizational and problem resolution skills

• Ability to coordinate and manage multiple tasks effectively.

• Must be able to work independently yet operate effectively as a team player with minimal supervision.

Preferred:

• Operational knowledge of the deregulated natural gas markets

Working Conditions/Physical Requirements:

• This position requires occasional travel (5-20% travel). Trips may require air travel and/or overnight stay away from home for one or more nights

• The incumbent works in hybrid work environment, in the office/on-site, 2-3 days per week.

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.

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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: SouthStar Energy Services

Job Type: Standard

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

Work Location(s):

Southern Company Headquarters - 30 Ivan Allen Jr. Blvd. NW (30ATLANTA)

30 Ivan Allen Jr. Blvd. NW

Atlanta, 30308

Req ID: SES2000019