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Supervisor/Manager, Customer Communications

Atlanta, GA

The primary role of the manager of customer communications will be to develop and oversee implementation of strategic initiatives that improve customer sentiment for Southern Company Gas’s 4.2 million customers across four local distribution companies. They will identify opportunities to elevate customer engagement, increase information flow and maintain strong customer satisfaction and brand satisfaction scores, and then develop plans in support of these opportunities. They will also oversee project implementation enterprise wide, in coordination with the customer communications coordinator and local communications managers.

They will set strategy to ensure critical safety-related messages effectively reach and resonate with customers, helping to secure Southern Company Gas’ infrastructure, protecting communities across its entire footprint and maintaining regulatory compliance.

In addition to these responsibilities, which will be overseen by the Brand Manager, the manager will also lead special projects in support of strategic initiatives, as necessary. Duties will include project management, materials development and coordinating with both peers and executives.

JOB DUTIES & RESPONSIBILITIES

  • Provides strategy recommendations for and oversees implementation of customer communications and safety campaigns

  • Supports strategic initiatives between corporate communications and customer experience

  • Manages relationships with print agencies and contractors, and provides oversight of their work

  • Supervises customer communications coordinator, who manages logistics for on-bill and electronic customer communications, drafts communications content with a focus on Customer Experience and Safety and provides additional operational support as needed

  • Works with peers to ensure work is distributed evenly and department is organized, connected and utilizing industry best practices

JOB REQUIREMENTS

  • Results-driven communicator with experience using data and analytics to drive communications and marketing decisions

  • Public relations experience, customer communications or customer service experience preferred

  • Strong communication, relational and technical presentation skills

  • Demonstrated ability to write and edit for a wide variety of formats; the ability to share published writing samples from news releases, newspaper, marketing, online sources or other similar material upon request is required

  • Bachelor’s degree in journalism, media relations or a related field

  • 5 - 7 years’ relevant experience preferred (Supervisor)

  • 8 - 10 years’ relevant experience preferred (Manager)

KNOWLEDGE, SKILLS, & ABILITIES

  • Skilled project manager with the ability to drive groups toward common goals and act quickly with minimal supervision

  • Excellent interpersonal and organization skills, including the ability to effectively manage multiple priorities and coordinate with numerous colleagues

  • Exceptional written and verbal communication skills with the ability to communicate complex ideas simply and meaningfully to audiences of diverse backgrounds and education levels

  • Proven ability to manage and complete complex projects in a timely, cost-effective manner

  • Experience supporting executives

  • Proactive contributor with an ability to take initiative and be resourceful

  • Moderate to advanced understanding of the energy industry and customer service required

  • Expert in AP style and grammar rules

  • Proficient in PowerPoint

  • Familiar with digital communications platforms

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 residential and commercial 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 infrastructure company 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 our customers’ and communities’ needs while advancing our commitment to net zero 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 and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

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: 6044

Job Category: Communications & External Affairs

Job Schedule: Full time

Company: AGL Services Company

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