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South Jersey Industries Customer Service Representative Lead in Atlantic City, New Jersey

About Us

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 Customer Service will provide the opportunity to provide customer service relating to billing/collections as well as customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws. Verifies the identity of new and existing customers. Additionally, this involves ensuring good customer relations are maintained.

Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions, and complaints, customer verification, as well as social media interactions. This includes ensuring positive interactions at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics. This also includes providing and monitoring energy assistance to those who qualify. Also includes workforce management and forecasting scheduling needs. Additionally, this may include providing customers with information on programs available for energy assistance.

Hybrid - Mondays & Fridays work from home

Hours: Monday-Friday, 11:30 - 8 PM

May also need to cover on Saturdays from 7-3:30 PM

Essential Functions:

  • Advanced skills and expertise in a variety of work processes or activities

  • Generate new and innovative solutions to complex problems

  • Assist with assigning the day-to-day workload and utilize reports to monitor the production of union staff

  • Act as a mentor, coach, and support staff in performing daily duties

  • Work autonomously within established procedures and practices

  • Handle inquiries elevated by team members to ensure a high level of customer service of customers

  • Anticipate patterns and links, looking beyond the immediate problem to the wider implications

  • Work cross-functionally with other departments

  • Empower and motivate team members to provide great customer experiences with helpful knowledge and a caring approach.

  • Build/maintain functional knowledge of responsibilities and systems to support participation as an SME on departmental and corporate projects and initiatives. This may include participating in UAT testing.

  • Perform other duties as assigned

Qualifications

Required Background:

  • High School Diploma or GED

  • Requires a minimum of 4 years of related experience.

  • In addition, 1 year as a mentor/coach to entry-level staff & team members is required.

    Required Skills:

  • Ability to communicate effectively (written and verbally)

  • Strong interpersonal skills and collaborative approach to problem-solving

  • Ability to multi-task

  • Organized, detail-oriented with strong time-management skills

  • Ability to think critically and provide meaningful recommendations

  • Proficient with Microsoft Office (Excel, Word, PowerPoint)

    Preferred Skills:

  • Experience within a unionized workforce

  • Familiarity with the CC&B system

Explore the Possibilities

South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day.

Benefits Package Overview

SJI offers a competitive and comprehensive benefits package to eligible employees.

The SJI “Total Rewards” Benefits Package include:

  • 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.

    Equal Opportunity/Affirmative Action Employer

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.

SJI (NYSE: SJI), an energy infrastructure holding company based in Folsom, NJ, delivers energy services to customers through two primary subsidiaries: SJI Utilities (SJIU) and SJI Energy Enterprises (SJIEE). SJIU houses the company’s regulated natural gas utility operations, delivering safe, reliable and affordable natural gas to more than 700,000 residential, commercial and industrial customers across New Jersey via its South Jersey Gas and Elizabethtown Gas subsidiaries. SJIEE houses the company’s non-utility operations primarily focused on clean energy development and decarbonization via renewable energy production and energy management activities. Visit sjindustries.com for more information about SJI and its subsidiaries.

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