Job Information
South Jersey Industries Customer Contact Center Lead in Atlantic City, New Jersey
About Us
South Jersey Gas is a natural gas utility company that delivers safe, reliable, affordable clean energy to over 400,000 residential, commercial, and industrial customers in Atlantic, Cape May, Cumberland, Salem, and portions of Gloucester, Burlington, and Camden counties in New Jersey. At our core, we are dedicated to being a committed community partner, providing exceptional customer service and developing innovative clean energy solutions to meet the needs of the future.
At South Jersey Gas, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.
Position Summary
As a member of the customer experience team, you’ll be at the heart of our customer operations, ensuring the delivery of first-class service with every interaction as we live out our commitment to customers to provide safe, reliable, affordable natural gas service. Our customer service teams are dedicated to addressing customers’ safety concerns, billing and account inquiries and requests for service, as well as providing general information and education to customers that enhances their relationship and interactions with South Jersey Gas. This team is vital to the success of our operations and our company, so best in class training and continuous improvement efforts are highly prioritized.
This role will require advanced skills and expertise in a range of customer service-related processes and procedures, in addition to systems utilized in the Customer Experience department. Assigned tasks will require considerable initiative, and judgment to deliver recommendations for impactful solutions.
Hybrid
Hours: Monday-Friday, 11:30 - 8 PM
May also need to cover on Saturdays from 7-3:30 PM
Essential Functions:
Advanced skills and expertise in a variety of work processes or activities
Generate new and innovative solutions to complex problems
Assist with assigning the day-to-day workload and utilize reports to monitor the production of union staff
Act as a mentor, coach, and support staff in performing daily duties
Work autonomously within established procedures and practices
Handle inquiries elevated by team members to ensure a high level of customer service of customers
Anticipate patterns and links, looking beyond the immediate problem to the wider implications
Work cross-functionally with other departments
Empower and motivate team members to provide great customer experiences with helpful knowledge and a caring approach.
Build/maintain functional knowledge of responsibilities and systems to support participation as an SME on departmental and corporate projects and initiatives. This may include participating in UAT testing.
Perform other duties as assigned
Qualifications
Required Background:
High School Diploma or GED
Requires a minimum of 4 years of related experience.
In addition, 1 year as a mentor/coach to entry-level staff & team members is required.
Required Skills:
Ability to communicate effectively (written and verbally)
Strong interpersonal skills and collaborative approach to problem-solving
Ability to multi-task
Organized, detail-oriented with strong time-management skills
Ability to think critically and provide meaningful recommendations
Proficient with Microsoft Office (Excel, Word, PowerPoint)
Preferred Skills:
Experience within a unionized workforce
Familiarity with the CC&B system
Explore the Possibilities
South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day.
Benefits Package Overview
SJI offers a competitive and comprehensive benefits package to eligible employees.
The SJI “Total Rewards” Benefits Package include:
Flexible vacation, Paid Time Off, and Sick Leave package
Comprehensive Health, Dental, and Vision Insurance
Short-term and Long-term Disability Insurance
401(k), with generous company match
Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
Equal Opportunity/Affirmative Action Employer
At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship.
SJI, an energy infrastructure holding company based in Folsom, NJ, delivers energy services to customers through two primary subsidiaries: SJI Utilities (SJIU) and SJI Energy Enterprises (SJIEE). SJIU houses the company’s regulated natural gas utility operations, delivering safe, reliable and affordable natural gas to more than 700,000 residential, commercial and industrial customers across New Jersey via its South Jersey Gas and Elizabethtown Gas subsidiaries. SJIEE houses the company’s non-utility operations primarily focused on clean energy development and decarbonization via renewable energy production and energy management activities. Visit sjindustries.com for more information about SJI and its subsidiaries.