South Jersey Industries Senior Customer Advocate, Major Accounts and Compressed Natural Gas in United States

Basic Function:

Work directly for South Jersey Gas contributing to the growth and success of the utility sales team by serving as a primary point of contact for Major Accounts and Compressed Natural Gas customers.

Responsibilities:

The Major Accounts & CNG Customer Advocate will serve as the principal communication conduit and post-sale support between the South Jersey Gas Major Account and /CNG Managers and the Major Accounts/CNG customers. The Major Accounts & CNG Customer Advocate owns the sales support relationship and assists in the customer relationship management by focusing on the coordination of internal systems and company personnel. This position will use the Company’s customer relationship management (CRM) tool, Salesforce, as well as its customer databases and IT systems to assist in satisfying the customers’ needs. It is the responsibility of the Major Accounts & CNG Customer Advocate to ensure that the customer expectations are clearly represented and met and to communicate proactively with customers to update them on their project’s status.

This position will facilitate the administration of Standard Gas Service Agreements to Major Accounts and CNG customers. All agreements will be processed in the Company’s contract administration application portal located on the Company’s network drive. When there are contractual changes upon renewal, the Major Accounts and CNG Customer Advocate will inform internal parties (CCC, Pipeline Operations), as necessary.

The Major Accounts & CNG Customer Advocate will analyze customer accounts to proactively identify variances in customer load profiles and metering issues. When necessary, estimating customer usage will occur when contract increases, metering issues or new equipment installations dictate. The Major Accounts and CNG Customer Advocate will have knowledge behind a customer’s meter, to understand which rate/tariff schedule the customer would qualify for. Using this understanding of SJG’s rate/tariff schedule, the Major Accounts and CNG Customer Advocate is able to proactively work with our divisional Pipeline personnel as needed.

The Major Accounts and CNG Customer Advocate will support CNG customers in identifying complex meter reader issues, and formulate resolutions to issues at hand.

The Major Accounts and CNG Customer Advocate will track and report the activity of the Major Account and CNG customers. This will include providing highlights for the Monthly Sales Report. In addition, this would include marketing campaigns, business development and tracking event calendars.

This role proactively coordinates customers’ installation activities across functions within the division and the company to ensure that projects are on time and meeting customers’ expectations. This position tracks project statuses using internal IT systems (Maximo, CC&B and Salesforce), keeping the customer informed of the progress of their individual project at regular intervals. This individual will ensure Salesforce is updated immediately with all interactions and communications related to the installation.

This position actively participates in work management meetings to influence positive customer outcomes and addresses any pre- or post-installation issues that may pertain to scheduling, construction or restoration.

Qualifications:

Education:

  • Associate’s Degree from an accredited college or university in business, marketing or related field, Bachelor degree preferred but previous work experience will be considered.

Experience:

  • Minimum of 3 years’ experience in client/account services preferred, and project management with a focus on affecting change, increasing value & revenue. Project management experience is preferred.

  • Minimum of 2 years’ proven prior success in using CRM software, preferably Salesforce.

Other Skills and Requirements:

  • Working knowledge of Work Management and Asset Tracking, Customer Information System (CIS), Customer Relationship Management (CRM) technologies. Salesforce, Customer Care and Billing (CC&B), and Maximo preferred.

  • Demonstrated strong analytical skills, with emphasis on data validation & account reconciliation

  • Skills in complex problem solving, judgment, critical thinking and decision making

  • Ability to identify and resolve problems

  • Excellent computer skills; must be proficient in MS Office (Word, Excel, Power Point, Outlook)

  • Experience in process coordination or workflow management

  • Proven success in building business relationships

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.