Customer Advocacy Specialist 1

Memphis Light, Gas and Water•Memphis, TN

8h•Onsite

About The Position

The Customer Advocacy Specialist I monitors and tracks customer complaints and service issues across the Division using MLGW’s automated complaint management tracking system. The role researches and analyzes complaint data to identify trends and root causes, supporting continuous improvement in customer service delivery. It also addresses routine escalated customer issues referred by internal and external entities and coordinates customer correspondence with appropriate departments to support timely resolution. The specialist investigates and resolves complaints, requests, and inquiries directly or by referring them to the appropriate departments. The position follows up on issues submitted to management or supervisory personnel and seeks to minimize repeat calls and in-person visits through efficient handling of duplicate inquiries and accurate first-contact resolution. It serves as custodian of the Division’s complaint tracking system and maintains filing systems, databases, and confidential records. The role applies established Customer Service, Credit, Billing, and Metering policies and procedures, prepares reports and records, communicates findings to management, uses office computer systems and standard office equipment, and maintains a daily log of customer contacts and issues. The specialist stays informed about relevant policy and procedure changes and performs other duties as assigned. The position works in an office under good conditions. Physical demands include sedentary work, brief periods of standing or walking, regularly exerting up to 10 pounds of force, and some dexterity in operating office equipment. The role may involve prolonged sitting, eye fatigue, and stressful interactions with irate or abusive customers.

Requirements

Valid driver's license from state of residence.
High School Diploma or General Education Degree (GED).
Two (2) to four (4) years of experience in Credit, Customer Service, Call Center, Billing, or a related role; experience requirements vary according to departmental needs.
Proficiency in software applications.
Excellent verbal and communication skills.
Strong problem-solving skills and ability to handle stressful situations professionally.

Nice To Haves

Associate's degree preferred.
In-depth knowledge of Division or credit policies and procedures, skills in the Customer Information System, and proficiency in computer software applications are optional.

Responsibilities

Investigate, address, and resolve customer complaints, requests, and inquiries directly or by referring them to the appropriate departments.
Follow up on issues submitted to management or supervisory personnel to ensure timely response and resolution.
Address routine escalated customer issues referred by upper management and external entities.
Handle duplicate inquiries efficiently and provide accurate first-contact resolution to reduce repeat calls and in-person visits.
Monitor and track customer complaints and service issues using the Division’s automated complaint management tracking system.
Research and analyze complaint data to identify trends and root causes and support continuous improvement.
Maintain the customer complaint tracking system, organized filing systems, databases, and confidential records.
Apply established Customer Service, Credit, Billing, and Metering policies and procedures to determine appropriate resolutions.
Prepare reports and records and communicate findings to management.
Enter and retrieve data using office computer systems and use standard office equipment.
Maintain a detailed daily log of customer contacts and issues.
Stay informed about Division policy and procedural changes related to credit, customer service, billing, and metering operations.
Perform other duties as assigned.