WGL- Sr Correspondence Specialist – AltaGas

Title of the Job: WGL- Sr Correspondence Specialist

Location: Calgary, AB

Job Description: Job DescriptionPosition SummaryAs a member of the Customer Experience Consumer Relations team, the Consumer Specialist isresponsible for resolution of customer inquiries, issues and complaints especially those directed to regulatory agencies. He/She will serve as a subject matter expert and resolve escalated complaints. Collaborate closely with Regulatory Affairs, Billing and Customer Experience to ensure company’s compliance with tariffs and jurisdictional regulations.Tasks and Responsibilities

• Analyzes, resolves and responds to inquiries/complaints directed to CEO, President, and other senior executives
• Analyzes, resolves and responds to customer inquiries/complaints filed with the regulatory commissions, consumer advocacy groups, and local governmental agencies.
• Provides written response to above inquiries utilizing specific formats as required by commissions.
• Investigates complaints to insure company’s compliance with tariffs and jurisdictional regulations.
• Participates in periodic meetings with regulatory commissions to establish and maintain rapport with the commission’s staff, and to be pro-active concerning upcoming WG changes and/or implementation of WG policy.
• Represents the company at informal and formal hearings at the regulatory commissions, involving customer disputes and regulatory matters.
• Resolves complex billing issues and establishes the procedures related to the assignment.
• Acts as internal and external interpreter of tariffs and General Service Provisions as related to customer disputes and/or inquiries.
• When appropriate, provides explanation to educate the commission staff and/or customer regarding WG policies and procedures as related to the tariffs. Maintains continual dialogue between WG & the regulatory Commissions regarding the rapidly-changing environment at WG.
• Maintains statistics on casework, and manages the Consumer Relations central e-mailbox utilized by the regulatory commissions for the filing of inquiries/complaints.
• Monitors actions to ensure resolution of the customer’s complaint in compliance with regulations and tariffs.
• Completes accounting adjustments required to correct company records.
• Analyzes problems and evaluates alternative solutions to help ensure the successful implementation of the business plans for the assigned unit.
• Serves as historical and information resource for all departments, including Regulatory Affairs and Business Development.
• Participates in the implementation and evaluation of the unit’s work guidelines, systems and processes.
• Interacts with external audiences to interpret guidelines and procedures and/or to resolve daily problems associated with the unit’s programs, systems and services.
• Assists in the resolution of billing issues.

Qualifications, Skills and Abilities

• H.S. Diploma required
• 7+ Years Business and customer contact experience, preferably in a Customer Service environment

• Extensive knowledge of company policies, procedures, tariffs, and billing systems.
• Ability to resolve complex regulatory/executive issues.
• Ability to use discretion and judgment to recommend adjustments and considerations when appropriate to rectify service issues.
• Ability to articulate to the judicial systems and regulatory commissions, as required.
• Demonstrated project management/leadership ability, preferably in a Customer Service environment.
• Ability to logically analyze and resolve business problems and disputes, and to successfully negotiate business agreements.
• Excellent communication skills and ability to effectively communicate complex messages to diverse audiences at all organization levels.

We offer a competitive salary range of $70,500 to $97,125 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to applyWhy work at AltaGas?AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.We deliver clean and affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.To learn more about our mission:WGL is an EO employer – M/F/Vets/DisabledFor Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person’s ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.For U.S. hires: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.

Company Name: AltaGas

Salary: $70500 – 97125 per year

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