Southern Company Contractor - Customer Care Account Representative in Naperville, Illinois

Contractor - Customer Care Account Representative


Anticipated Start Date- August 2017

Starting Pay Rate = $15.25/hr plus commission

This is a temporary position with an opportunity for a permanent role after probation. An Account Representative represents both Pivotal Home Solutions and the client(s). A Customer Care Account Representative is responsible for selling home warranty and energy related products and services in a blended environment handling both inbound and outbound customer service calls. Account Representatives will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales/customer service techniques and customer engagement.

Functional Expertise:

  • Assist existing customers with account questions or processes and scheduling repair or maintenance service while selling additional products and services.

  • Sell home warranty and energy-related products and services to residential and/or commercial customers by recognizing opportunities to up-sell accounts, explaining new features and benefits while following quality standards and scripting processes and procedures as trained and documented in the company policy and procedure manual.

  • Navigate systems efficiently and enter data accurately while resolving customer needs.

Business Acumen:

  • Maintain a thorough understanding of customer account processes (i.e. billing, payments, service) and the benefits of our suite of products and services.

  • Ability to successfully resolve customer questions and/or concerns quickly in one phone call by clarifying issues, researching and exploring answers and alternative solutions, and implementing appropriate solutions.


  • Reflect our company Values and contributes to our positive, results-driven culture

  • Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments. Comfortable with receiving coaching feedback and monitoring of calls.

  • Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.

Driving Results:

  • Create and maintain personal/team sales goals daily, weekly, monthly.

  • Maintain and exceed client and customer expectations through professional telephone interaction on inbound and outbound calls.

  • Demonstrate a personal commitment to promoting and providing exceptional customer service.

Education, Certifications/Licenses:

  • Required: High School or GED

  • Preferred: Associate Degree, some college courses

Related Work Experience:


  • 1 year experience in Sales or Customer Service


  • Previous work experience in a fast paced Call Center environment

  • Experience accurately capturing details of phone conversation on paper and in a computer application.

  • Experience with direct or suggestive selling

Specific Skills& Knowledge:


  • Proficient typing and computer application skills (minimum of 40 wpm)

  • Strong attention to detail with ability to multi task while speaking with a customer on the phone.

  • Easily adapt to change while balancing multiple priorities

  • Ability to work a continuously flexible schedule including evenings, weekends, and holidays with punctuality and consistent work attendance. Current hours of operation are 6:00 am – 8:00 pm Monday - Sunday

  • Motivation for sales, adhering to set computer guided scripts and procedures

  • Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation


  • Knowledge or familiarity with HVAC equipment and standard concepts

  • Proven track record of exceeding quotas and business goals

  • Proven ability to work successfully in a results-oriented environment

  • Bilingual (Spanish)

  • Ability to handle a high call volume environment while maintaining high performance.

  • This is a full-time position, paying base pay of $15.25/hr plus sales bonus on EVERY sale. There is no limit to what you can earn!

Working Conditions/Physical Requirements:

  • Account Representatives may sit or stand, but are required to remain at their desks except for scheduled lunch and breaks; Office Environment

About Pivotal Home Solutions

Pivotal Home Solutions is part of the retail operations segment of Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE:SO). Pivotal Home Solutions was formed in 1992 to provide a suite of home protection products and services that offer homeowners additional financial stability regarding their energy service delivery, systems and appliances. The company offers a leasing service for natural gas appliances as well as a proprietary line of customizable home warranty plans that can be co-branded with utility and energy companies. The company serves customers in 17 states and holds approximately 1.2 million service contracts. For more information, visit .

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 .

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 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 Field: Customer Service

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Pivotal Home Solutions

Job Type: Standard

Travel (Up to...): No

Work Location(s):

EWCC - 1751 W Diehl Rd. Ste 200 (1751NapervilleCODE)

1751 W Diehl Rd. Ste 200

Naperville, 60536

Req ID: GAS2000352