Job Description

Onboarding Specialist

The Onboarding Specialist is responsible for facilitating the onboarding of new residential, commercial, and industrial customers to the utility’s distribution system. This role ensures all requests and tasks related to service line installation and meter sets are handled promptly and proactively, creating a smooth transition for customers using natural gas.

The incumbent initiates and maintains customer relationships and uses strong technical research skills within multi-jurisdictional and multi‑functional teams supporting Atlanta Gas Light (AGL), Chattanooga Gas (CG), and Virginia Natural Gas (VNG). This position interacts with customers by phone, email, and fax, supporting a service population of more than two million.

This role operates in a high‑volume, fast‑paced environment and coordinates with Account Executives, Project Coordinators, New Business Design Technicians, Developers, Contractors, Service Centers, Resource Management, and Customers. Responsibilities include adherence to regulatory standards, compliance with policies and procedures, and supporting training of new employees.

Job Responsibilities and Accountabilities

Functional Expertise:

• Initiate new residential and commercial projects (New Construction, Conversion, Added Load, Multi‑Family, Mixed Use).
• Provide specialized support for account executives across AGL, CG, and VNG.
• Gather and document essential project information (plats, site plans, load and pressure requirements, contractor details, etc.).
• Respond to inquiries regarding natural gas availability.
• Maintain high volumes of documentation for fuel line inspections and pending meter sets.
• Prepare field orders and update customer account information.
• Provide problem‑solving solutions, including conceptual thinking when required.
• Coordinate work requests with internal departments and service centers.
• Serve as primary municipal contact for resolving fuel line inspection requirements and updating reference materials.
• Research and verify service card information.
• Troubleshoot missing contract submissions.
• Process high‑volume email requests.
• Manage NGAD referrals and marketer dashboard orders.
• Act as liaison for multi‑family master meter conversions and municipality acquisition projects.
• Complete onboarding tasks in the BCA work queue.
• Work proactive reports to expedite customer requests.
• Address electronic notifications to prevent onboarding delays.
• Process all online customer requests across all construction types.
• Schedule residential and commercial meter sets via customer or marketer requests.
• Promote natural gas benefits and additional equipment opportunities.
• Oversee large commercial projects through meter installation.
• Promote energy efficiency programs and rebates.
• Determine and maintain required documentation (e.g., 2‑pound letters).
• Provide site‑related information to contractors.
• Assist employees when leadership is unavailable.
• Support executive‑level escalations.
• Train and coach new employees.
• Assist with system testing for new implementations.
• Provide backup call support during peak volume.
• Identify and resolve complex ECC issues.
• Report service disruptions.
• Adhere to policy, procedure, and quality standards.
• Track work activity for business process reporting.
• Redirect misrouted customer requests as appropriate.
• Business Acumen
• Work across multiple queues, skill sets, and channels.
• Improve customer retention through service excellence.
• Maintain knowledge of all products, services, and promotions.
• Train and coach new employees as needed.
• Educate customers on all requirements prior to meter installation.
• Collaborate with internal teams to investigate customer needs.
• Provide problem‑solving solutions for commercial and residential clients.
• Apply knowledge of company tariffs, policies, and procedures.
• Analyze and recalculate DDDC for customers as needed.

Engagement:

• Participate in initiatives to improve customer satisfaction.
• Contribute to morale‑building activities.
• Build and maintain strong relationships with internal and external partners.
• Consult with engineering, construction, and operations on project issues.
• Set customer expectations regarding timelines.
• Represent the company to foster strong relationships with residential and commercial customers.
• Driving Results
• Meet individual performance objectives and support departmental goals.
• Manage workload, prioritize tasks, and adjust actions based on results.
• Consistently meet KPI targets.
• Manage multiple projects simultaneously.
• Capture revenue by ensuring accurate recalculation of DDDCs.
• Seek opportunities to increase natural gas load and customer value.
• Other Duties
• Perform additional responsibilities as assigned.
• May mentor new employees or act as lead workers during supervisor absences.

Work Environment & Scheduling Requirements

• New hires must complete a 90‑day onsite probationary period.
• After eligibility, position is hybrid: minimum three (3) days of onsite per week; up to two (2) remote days permitted based on departmental needs.

Qualifications:

Education & Experience – Required:

• Ability to work on a flexible schedule aligned with customer care center hours.
• 2+ years of experience with GCMA, CC&B, CIS, Web Portal, and ARM applications.
• 3+ years of call center or customer service experience.

Preferred:

• 3+ years of call center or utility experience.
• Equivalent education and experience may be considered.

Specific Skills & Knowledge

Required:

• Basic MS PowerPoint skills.
• Intermediate MS Excel and MS Word proficiency.
• Advanced customer service skills.
• Strong active listening and oral comprehension skills.
• Basic computer proficiency; ability to type 40 WPM.
• Ability to multi‑task in a customer call environment.
• Excellent interpersonal communication.
• Strong time management and organizational skills.
• Persuasion and negotiation ability.
• Proficiency with multiple systems including MS Office and SharePoint.
• Strong problem‑solving ability.
• Proven ability to meet performance, accuracy, quality, and productivity targets.
• Ability to work independently after training and make decisions aligned with company and regulatory expectations.
• Discipline to maintain performance standards both onsite and remotely.

Preferred:

• Experience with Mobile GIS, GSCA, Contractor Portal, ARM, IRP, or CIS systems.

Success Factors:

• Executing for Results
• Learning and Thinking
• Honoring Corporate Values & Standards
• Collaboration & Relationship Building
• Industry Knowledge & Business Acumen

Working Conditions / Physical Requirements:

• Call center environment
• 85% keyboarding
• 15% writing

About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com

Southern Company (NYSE: SO) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf Additional and specific details about total compensation and benefits will also be provided during the hiring process.

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.