Description
The Onboarding Specialist is responsible for facilitating the onboarding of new 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 AGL, CG, and VNG. This position interacts with customers by phone, email, and fax, supporting a service population of more than two million.
Responsibilities include adherence to regulatory standards, compliance with policies and procedures, and supporting training of new employees.
Key responsibilities include:
- Initiating new residential and commercial projects
- Providing specialized support for account executives across AGL, CG, and VNG
- Gathering and documenting essential project information
- Responding to inquiries regarding natural gas availability
- Maintaining high volumes of documentation for fuel line inspections and pending meter sets
- Preparing field orders and updating customer account information
- Providing problem-solving solutions, including conceptual thinking when required
- Coordinating work requests with internal departments and service centers
- Serving as primary municipal contact for resolving fuel line inspection requirements and updating reference materials
- Researching and verifying service card information
- Troubleshooting missing contract submissions
- Processing high-volume email requests
- Managing NGAD referrals and marketer dashboard orders
- Acting as liaison for multi-family master meter conversions and municipality acquisition projects
- Completing onboarding tasks in the BCA work queue
- Working proactive reports to expedite customer requests
- Addressing electronic notifications to prevent onboarding delays
- Processing all online customer requests across all construction types
- Scheduling residential and commercial meter sets via customer or marketer requests
- Promoting natural gas benefits and additional equipment opportunities
- Overseeing large commercial projects through meter installation
- Promoting energy efficiency programs and rebates
- Determining and maintaining required documentation
- Providing site-related information to contractors
- Assisting employees when leadership is unavailable
- Supporting executive-level escalations
- Training and coaching new employees
- Assisting with system testing for new implementations
- Providing backup call support during peak volume
- Identifying and resolving complex ECC issues
- Reporting service disruptions
- Adhering to policy, procedure, and quality standards
- Tracking work activity for business process reporting
- Redirecting misrouted customer requests as appropriate