Position Description 
Basic Function:While working in an extremely fast paced and multi-tasked environment; takes ownership of commercial and residential customer requests for service via telephone, online chat, fax and email to primarily Spanish speaking customers . Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer’s business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. Will assist in training and coaching new employees. Performs other duties assigned by management.Representative Duties and Responsibilities:• Answers customer requests or inquiries concerning services, products, billing, claims, and reports problem areas to primarily Spanish speaking customers.• 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. • Continually maintain working knowledge of all company products, services and promotions.• Up-selling natural gas plus handling miscellaneous customer service and general information calls via the phone, email or internet.• Effectively transfer misdirected customer requests to an appropriate department.• Participates in activities designed to improve customer satisfaction and business performance..• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.• Prepares field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information.• Determines documentation requirements; reviews and maintains hard copies when necessary.• Provides information related to outside assistance and other options. • Responds to service policy, rate questions, and billing inquiries.• Investigates and resolves the more complex cases, requests, complaints, and billing disputes.• Answers the more complex credit and billing inquiries, investigates high bills, analyzes customer credit status, quotes amount due, authorizes extensions, and makes arrangements for payment of past due bills, final bills, and returned checks.• Coordinates work requests with appropriate departments and service centers; informs customers of actions taken.• Performs accounting functions related to orders, adjustments, and corrections.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. 

 Position Requirements 
Education and Experience:Required:• High School Diploma/G.E.D or equivalent.• 2-3 years of experience in customer service• Availability to work flexible schedule which includes all hours of customer care center operations• Ability to speak and write English and Spanish with intermediate proficiencyOrEquivalent academic education and experiencePreferred:• 2 years experience in an utility or call centerSkills:Required:• Computer use - basic proficiency• Keyboard 40 WPM• Ability to multi-task (Including talking with customers on the phone and using computer systems).• Customer Service –basic proficiency• Excellent interpersonal communication skill• Time Management – Maximizing available time to its highest purpose while achieving objectives• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc)• Persuasion and negotiation skills• Must be able to use multiple mainframe and software programs – MS Office and others which includes SharePoint.• Solid problem solving skills.Certifications/Licenses:None requiredAGLR Success Factors:Executing for ResultsCollaboration and Building RelationshipsLearning and ThinkingIndustry Knowledge/Business AcumenWorking Conditions/Physical Requirements:90%-95% keyboardingAGL Resources is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.

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