Customer Advocate III

San Juan Regional Medical Center • Atlantic City, NJ

1d • $28 - $46

About The Position

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 A career in Sales as an Off Main Canvassing Customer Advocate will allow you the opportunity to be responsible for assisting in the customer growth and success of South Jersey Gas. In this role, the Customer Advocate serves as the primary point of contact for the sales associates and other departments, including, but not limited to, Permitting, Construction, Engineer/Field Design, Operations Planning & Analytics, and Marketing, from the initial application to the installation of gas service ensuring that gas service is provided on time and within customer expectations. The CA will utilize multiple systems to input and track jobs including customer relationship management systems, work management systems and other databases as well as work with other departments to identify and resolve customer issues. It is the responsibility of the Customer Advocate to help set and manage customer expectations, to communicate proactively with customers on their project’s status and to facilitate the processing of completed applications with an emphasis on customer satisfaction.

Requirements

• High School Diploma or GED
• 2-4 years of customer service or project management experience, preferably at South Jersey Gas or in a similar utility environment
• Demonstrated proficiency with Salesforce, CC&B, and Maximo; ability to train others on system use and updates
• Strong background in process coordination, project management, and customer relationship management
• Proven ability to resolve issues proactively and serve as a go-to problem solver within a team setting
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment
• Strong communication and interpersonal skills, with a proven record of building customer trust and internal relationships
• Comfortable leading internal conversations and representing customer needs in cross-functional meetings
• Independent, self-driven, and highly dependable with a strong customer orientation
• 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.

Responsibilities

• As stated above, the CA is the principal liaison between multiple internal departments to facilitate the processing of applications for gas service in a timely and efficient manner.
• Assist in producing applications for natural gas service and any supporting documentation into Salesforce and monitors/manages the application until the service line is successfully installed and the property is satisfactorily restored
• Educates the customer, when needed, on the installation process, setting clear and honest expectations of timelines and activities
• Tracks project statuses using internal IT systems (Maximo, CC&B and Salesforce), keeping the business owner informed of the progress of their project at regular intervals.
• Ensures Salesforce is updated immediately with all interactions and communications related to the installation.
• Actively participates in work management meetings to influence positive customer outcomes and addresses pre- or post-installation issues that pertain to scheduling, construction, or restoration
• Verifies, and assigns daily incoming leads to the Account Managers using Salesforce, customer databases, and GIS systems
• Assist in handling all appropriate escalated customer complaints by responding to both internal and external stakeholders in a timely fashion
• Assists customer and Account Manager completing Application for Natural Gas Service including necessary documents
• Assists with system errors and integration of records
• Performs other duties as assigned

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED