Supervisor, Customer Experience

Southern Company • Naperville, IL

13d • $77,258 - $121,406 • Onsite

About The Position

This position is responsible for managing the daily activities of the Billing Operations team to ensure the accurate and timely billing of customer accounts. This role involves supervising staff, managing workflows, and implementing processes to enhance efficiency and customer satisfaction. The Billing Operations Supervisor will collaborate with various departments, including IT, customer service, credit/collections and regulatory teams, to resolve billing issues and support continuous improvement initiatives aligned with Southern Company Gas’ commitment to excellence and putting the customer at the center of what we do. This position requires strong leadership competencies to drive performance, foster teamwork, and deliver results.

Requirements

• BA/BS degree in business, accounting, economics, technology or similar fields, or equivalent work experience
• 5-7 years combined experience with the utilities or other related experience.
• Minimum of 5-7 years of experience in billing operations, or relevant work experience, preferably within the utility industry.
• Understanding of billing systems, processes, and regulatory requirements, with a preference for experience with Southern Company Gas’ specific systems (CC&B)
• Excellent analytical, problem-solving, and organizational skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.) and CC&B,
• Strong communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment, demonstrating Southern Company Gas’ values of integrity, respect, and excellence

Nice To Haves

• Experience with specific billing systems used by Southern Company Gas, such as CC&B
• Knowledge of utility industry regulations and standards, particularly those affecting Southern Company Gas
• Equivalent Work Experience
• Prior supervisory or team leadership experience
• Familiarity with Southern Company Gas customer service protocols and commitment to delivering exceptional service

Responsibilities

• Supervise and lead the Billing Operations team, providing guidance, training, and performance evaluations to ensure team effectiveness and development. Foster a positive and inclusive work environment that encourages collaboration and continuous improvement.
• Ensure accurate and timely generation of customer bills in accordance with Southern Company Gas’ policies and regulatory requirements. Monitor and manage billing cycles, workflows, and processes to optimize efficiency and accuracy, leveraging the company’s advanced billing systems.
• Address and resolve complex billing issues and customer inquiries in a timely and effective manner, ensuring high levels of customer satisfaction. Develop and implement process improvements to enhance billing accuracy, efficiency, and customer satisfaction, aligning with Southern Company Gas’ strategic goals.
• Collaborate with IT, customer service, credit/collections, regulatory, and other departments to troubleshoot and resolve billing system issues, ensuring seamless operations. Build and maintain strong working relationships across the organization.
• Prepare and analyze billing reports to identify trends, discrepancies, and opportunities for improvement, providing actionable insights to senior management. Stay updated on industry trends, best practices, and regulatory changes affecting billing operations, ensuring Southern Company Gas remains at the forefront of the industry.
• Ensure compliance with all relevant regulations, policies, and procedures, including those specific to the utility industry and the Southern Company Gas standards of conduct. Participate in audits and provide necessary documentation and support, ensuring transparency and accountability.

Benefits

• competitive base salary
• annual incentive awards for eligible employees
• health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
• incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager