Customer service team manager job description

Our Customer Service Cashiers are the face of our company and are the first step in providing quality service and hospitality to our guests.

The cashier’s responsibility is to continually interface with guests to provide quick, friendly, and accurate service.

Prior customer service, cashier, or restaurant crew member, team member experience is not required but is preferred.
Our kitchen staff work in a fast paced, high energy environment.

The responsibility of our kitchen staff is to produce the highest quality food with precision and accuracy, continually observing and implementing the proper quality-assurance and food-safety procedures.

Job opportunities as Cook, Kitchen Staff is generally offered as full time or part time.

Prior experience as a cook, chef, or restaurant crew member, team member is not required but is preferred.
Requirements/Responsibilities
Restaurant Team Member - Cashier, Customer Service Requirements & Responsibilities
We are looking for applicants who exhibit the following qualities:

Consistency and Reliability
Cheerful and Positive Attitude
Values Teamwork
Loves Serving and Helping Others

Applicants must be able to:

Smile
Create and Maintain Eye Contact
Speak Enthusiastically
Make Emotional Connections with Guests

Applicants will also be expected to be able to work on their feet for several hours at a time.

Restaurant Team Member - Cook, Kitchen Staff, Food Prep Requirements & Responsibilities
We are looking for applicants who exhibit the following qualities:
Consistency and Reliability
Cheerful and Positive Attitude
Values Teamwork
Loves Serving and Helping Others

Applicants must be able to:
Work Quickly and Efficiently
Follow Food Safety and Cleanliness Guidelines
Maintain Proper Quality Parameters

Applicants will also be expected to be able work on their feet for several hours at a time and lift potentially heavy objects when necessary.

Prior experience as a cook, chef, or restaurant crew member, team member is not required but is preferred.
Special Instructions
Please do not send any emails, resumes, or call.
We are making it really easy to apply for this position.

Simply submit a ZippyApp application package which may include the Common Employment Application, Resume, and a Cover Letter. In your Cover Letter, please write a short paragraph describing yourself and why you would make a great addition to our team.
ZippyApp is the Common Employment Application for online and mobile that allows you to apply for jobs with one click, and is being accepted at a growing number of businesses each day.

Job DescriptionSummary

• Implementing industry standard customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Establish annual goals for department growth to match company scaling, as well as individual team member annual goals.
• Ensure the team is informed of all new information related to products, procedures, and trends.
• Establish and manage the budget of the customer support department.
• Manage distributor and customer product training and certifications
• Manage the department’s day-to-day functions which will include:
• Interface and communicate within the company to ensure efficient integration of customer support driven tasks within other team’s activities.
• Oversee the safe and efficient operation of the truck fleet along with all other tools and assets.
• Manage safety, certifications and other regulatory requirements of the individual team members.
• Oversee the establishing and control of inventory and inventory locations to support field activities and customer spare-part purchases.
• Oversee team resource allocation and scheduling to meet Support objectives.
• Respond to ‘escalated’ customer support issues alongside the sales and commercial teams.
• Assess support statistics and prepare detailed reports on team operation, budgets and resources.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.

What you will need:

• Bachelor's degree or equivalent experience
• 5+ years' of customer service
• Previous experience managing a field service team
• Proven experience as a customer support manager, preferably within a similar environment of providing technical service to field installed hardware. Prior experience in a managerial or supervisory role is mandatory.
• Preferences to candidates with a strong technical experience and background, or an engineering degree
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our company's values of hard work and delivering superior reliable products.

The purpose of this position is to handle emergency calls in a timely and proficient manner ensuring the safety of the customer with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of Southern Company Gas utilities in multiple states. The incumbent is responsible for taking actions to minimize risk and to ensure liability of the company is secure with each interaction. The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership of commercial and residential customer requests for leaks and gas outages via telephone, and handle online chat, fax and email volume. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures.
**Functional Expertise:**

+ Prepare emergency and priority field orders (e.g., leaks, no gas, low/high pressure, emergency locates, and miscellaneous orders)

+ Report on non emergency service activities (i.e. errors, calls, emails, complaints and call trends).

+ Investigate and probe to ensure clarity and that customer's request are satisfied according to emergency policies and procedures.

+ Coordinate work requests with appropriate departments and service centers.

+ Contacts customers and reschedules orders for all markets when availability has reached beyond the capacity to work the orders as scheduled.

+ Handle escalated customer service inquiries from customers in all markets and marketers in Georgia in a limited capacity after hours and weekends.

+ Handle situations which may require adaptation of response or some research according to customer response.

+ Provide guidance to marketers and their customers and in some cases to the vendors. (I.e. no gas request must be investigated to determine if a no gas should be sent to the field or an order rescheduled)

+ Communicate effectively with internal and external customers embracing different cultures and diverse groups with safety as first priority.

+ Determines documentation requirements; reviews and maintains hard copies when necessary. Uses computerized system for tracking, information gathering, and/or troubleshooting.

+ Performs clerical functions related to orders. Updates and maintains customer account information (e.g notes on accounts for return mail, senior citizen approval and utilize call tracker for documentation).

+ Report service disruptions (vendor, process, systems)

+ Adhere to established policy, procedure and quality standards within service standards or metrics for work performed

**Business Acumen:**

+ Maybe required to work in one or multiple ques/skill sets (i.e., emergencies/customer service, etc.) over various customer contact channels.

+ Able to work in a 24/7 working environment where shifts change due to business needs and seasons. ERTs are required to work holidays.

+ Maintain working knowledge of all company products, services and promotions.

**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

**Education, Certifications/Licenses:**

Required:

+ High School Diploma or GED

Preferred:

+ BA/BS degree

+ Bilingual (Fluent)

**Related Work Experience:**

Required:

+ 6 months of experience in customer service

+ Availability to work flexible schedule which includes all hours of customer care center operations

Preferred:

+ 1 year experience in an utility or call center

**Or**

Equivalent academic education and work experience

**Specific Skills & Knowledge:**

**Skills:**

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

**Working Conditions/Physical Requirements:**

Call center environment

95% keyboarding

**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._

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 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a national 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 utilities in Fortune's annual _World's Most Admired Electric and Gas Utility_ rankings. Visit our website at 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 Type:** Standard

**Primary Location:** Georgia-Metro Atlanta-Riverdale

**Operating Company:** Southern Company Gas

**Job Type:** Standard

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

**Union Covered:** No

**Work Location(s):**

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274