Nicor Gas
Join Nicor Gas, a Southern Company subsidiary, as a Customer Care Specialist in a unionized environment! If you are professional, energetic and ready to increase your earning potential through a rewarding position, consider joining us onsite at our Inbound Customer Care Center located in
Naperville, Illinois.
Nicor Gas handles emergency calls 24 hours a day, 7 days a week, similar to a fire/police department. All other call types are handled 7:00 AM‑6:00 PM Monday through Friday. Employees are scheduled based on work preference (late/early) and seniority; start times fluctuate daily and may include nights, weekends & holidays. During the busy season (typically spring to fall), overtime of up to 3 hours, 5 days a week may be required.
Remote Work Remote work opportunities may be possible after 6 months of employment.
Job Summary
Handle calls addressing gas emergencies, requests for service, billing questions and other inquiries.
Responsibilities
Answer customer requests concerning services, products, billing, claims and report problem areas.
Offer solutions and solve problems that are sometimes unstructured and that may require conceptual thinking.
Prepare field orders (turn‑ons, turn‑offs, transfers, meter sets and removals); update and maintain customer account information.
Provide information related to outside assistance and other options.
Respond to service policy, rate questions and billing inquiries.
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amounts due, authorize extensions and arrange payment of past‑due bills, final bills and returned checks.
Coordinate work requests with appropriate departments and service centers; inform customers of actions taken.
Perform accounting functions related to orders, adjustments and corrections.
Report service disruptions (vendor, process, systems).
Adhere to established policy, procedure and quality standards within service metrics.
Track related work activity for business process reporting & workload management.
Business Acumen
Work in one or multiple queues/skill sets over various customer contact channels.
Improve customer retention through programs and service.
Maintain a working knowledge of all company products, services and promotions.
Assist in training and coaching new employees.
Engagement
Participate in activities that improve customer satisfaction and business performance.
Build morale through participation in related activities.
Manage peer relationships.
Driving Results
Accountable for meeting individual performance objectives.
Manage workload, set goals, prioritize work, evaluate results and take corrective action as needed.
Meet KPI targets consistently.
Requirements
High School Diploma or equivalent.
Previous customer service, call center or telemarketing (sales) experience preferred.
At least 18 years old.
Excellent verbal communication.
Strong computer skills.
Strong problem‑solving skills.
Detail oriented.
Team player.
Spanish bilingual experience a plus.
Perfect attendance required for first 120 days of employment.
No tardiness during first 120 days.
Must receive a passing grade on all assessments during probation.
Call center hours: 24/7, 365 days a year.
Typical training period: Monday‑Friday 8:00 am‑4:30 pm.
After probation, flexible hours including first and second shifts with possibility of weekends, holidays and overtime.
Benefits
Excellent benefits package: medical and dental insurance, 401(k), tuition reimbursement.
Competitive starting salary: $23.30 per hour.
Bilingual/Spanish premium.
Night shift premium.
Paid vacation/holidays.
Schedule Example Monday‑Saturday shift example:
10:00 am‑6:30 pm
(regular) or
8:00 am‑6:30 pm
(with overtime). Weekends & holidays usually off.
Equal Opportunity Statement 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 Details
Job Identification: 15368
Job Category: Customer Service
Job Schedule: Full time
Company: Nicor Gas
Pay Range: $23.30 – $23.30 USD per hour
#J-18808-Ljbffr
Naperville, Illinois.
Nicor Gas handles emergency calls 24 hours a day, 7 days a week, similar to a fire/police department. All other call types are handled 7:00 AM‑6:00 PM Monday through Friday. Employees are scheduled based on work preference (late/early) and seniority; start times fluctuate daily and may include nights, weekends & holidays. During the busy season (typically spring to fall), overtime of up to 3 hours, 5 days a week may be required.
Remote Work Remote work opportunities may be possible after 6 months of employment.
Job Summary
Handle calls addressing gas emergencies, requests for service, billing questions and other inquiries.
Responsibilities
Answer customer requests concerning services, products, billing, claims and report problem areas.
Offer solutions and solve problems that are sometimes unstructured and that may require conceptual thinking.
Prepare field orders (turn‑ons, turn‑offs, transfers, meter sets and removals); update and maintain customer account information.
Provide information related to outside assistance and other options.
Respond to service policy, rate questions and billing inquiries.
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amounts due, authorize extensions and arrange payment of past‑due bills, final bills and returned checks.
Coordinate work requests with appropriate departments and service centers; inform customers of actions taken.
Perform accounting functions related to orders, adjustments and corrections.
Report service disruptions (vendor, process, systems).
Adhere to established policy, procedure and quality standards within service metrics.
Track related work activity for business process reporting & workload management.
Business Acumen
Work in one or multiple queues/skill sets over various customer contact channels.
Improve customer retention through programs and service.
Maintain a working knowledge of all company products, services and promotions.
Assist in training and coaching new employees.
Engagement
Participate in activities that improve customer satisfaction and business performance.
Build morale through participation in related activities.
Manage peer relationships.
Driving Results
Accountable for meeting individual performance objectives.
Manage workload, set goals, prioritize work, evaluate results and take corrective action as needed.
Meet KPI targets consistently.
Requirements
High School Diploma or equivalent.
Previous customer service, call center or telemarketing (sales) experience preferred.
At least 18 years old.
Excellent verbal communication.
Strong computer skills.
Strong problem‑solving skills.
Detail oriented.
Team player.
Spanish bilingual experience a plus.
Perfect attendance required for first 120 days of employment.
No tardiness during first 120 days.
Must receive a passing grade on all assessments during probation.
Call center hours: 24/7, 365 days a year.
Typical training period: Monday‑Friday 8:00 am‑4:30 pm.
After probation, flexible hours including first and second shifts with possibility of weekends, holidays and overtime.
Benefits
Excellent benefits package: medical and dental insurance, 401(k), tuition reimbursement.
Competitive starting salary: $23.30 per hour.
Bilingual/Spanish premium.
Night shift premium.
Paid vacation/holidays.
Schedule Example Monday‑Saturday shift example:
10:00 am‑6:30 pm
(regular) or
8:00 am‑6:30 pm
(with overtime). Weekends & holidays usually off.
Equal Opportunity Statement 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 Details
Job Identification: 15368
Job Category: Customer Service
Job Schedule: Full time
Company: Nicor Gas
Pay Range: $23.30 – $23.30 USD per hour
#J-18808-Ljbffr