Job Summary:          

The purpose of this position is to facilitate the timely construction of new gas facilities to serve new residential, multi-family, commercial, and industrial developments.  This position will work with other departments and external contractors to satisfy construction pre-requisites and will monitor contractor performance to ensure customer satisfaction in our systems.

Functional Expertise:

• Troubleshoots why New Business Mains and Services aren’t available for the Pipeline Contractor to install
• Research work requests for New Business services that need to be installed by the contractor in SCG’s corporate application (ARM system) 
• Work in multiple systems (ARM, Contractor Portal, IRP, Looker, GSCA, SharePoint, Smartsheet, GCMA, CC&B, etc.) multi-tasking environment. 
• Collaborate with Project Support and Marketing on cancelling unnecessary work requests   
• Compile main and service status reports from AGL Pipeline Contractors on a weekly basis 
• Audit New Business Service Installation lengths to compare actual installation footage vs invoiced footage
• Monitors the BCA work queue to identify bottlenecks that could potentially delay getting service to customers (conversions, upgrades, residential and commercial work types) 

Business Acumen:

• Build and develop various reports from ARM work queue, main and service status reports, paving reports, and Looker to better illustrate internal and external team performance
• Analyze pipeline contractor main and service status reports to identify trends and areas needing additional prioritization to meet customer needs

Engagement:

• Participate in meetings with contractors and take active role in reviewing contractor performance
• Collaborate with other departments (Sales, Engineering, Project Support, GIS, Customer Experience, etc.) to ensure timely installation of new business service lines
• Work closely with Senior Account Executives (Sales) to ensure exceptional customer service to large builders
• Communicating priorities to New Business Pipeline Contractors
• Lead the effort to close out completed New Business Projects in ARM; Requires coordination with Sales, Project Coordinators, Contractors, and Construction Support
• Research customer complaints to identify root cause of issue.  Present findings and “lessons learned” to immediate supervision for review

Driving Results:

• Recommend process flow changes that streamline the process and improve Customer Experience
• Track commitments made to customers by internal on-boarding team and pipeline contractors and follow up with all parties to make sure commitments are honored
• Reach out to internal on-boarding team members (Sales, Engineering, Project Support, GIS, Customer Experience, etc.) to resolve bottlenecks that prevent customers from getting timely service

Qualifications:

Education, Certifications/Licenses, Related Work Experience: 

Required: 

• 5+ years of utility experience or general construction experience or 3+ years of gas utility experience
• Valid Driver’s License

 Preferred: Gas Utility Experience

Specific Skills & Knowledge:

Required: 

• Microsoft Excel Intermediate Proficiency
• Microsoft Word Intermediate Proficiency
• Microsoft PowerPoint Intermediate Proficiency
• Smart Sheet
• Share Point
• Problem Solving
• Contractor Portal
• ARM Suite (worked extensively)
• Looker (Vast Knowledge)
• Ability to communicate with all levels in the organization
• Negotiation Skills

Preferred: 

• Familiarity with AGLR customer on-boarding process and systems (Gas Request, Contractor Portal, Work Management, Looker, etc.)

Working Conditions/Physical Requirements: 

• The incumbent works in an office environment 4 days a week, with occasional trips to the field & Contractor offices
• This position occasionally requires walking of construction sites and could require the individual to bend, kneel, or crouch from time to time.