Responsibilities

• Lead initiatives and provide direction on strategies and tactics that enhance customer satisfaction and support the organization’s goals of delivering a superior customer experience.
• Answer customer inquiries about natural gas. Take time to listen to customers, understand their current energy sources, and thoroughly explain/educate them on the Southwest Gas installation and conversion process.
• Coordinate with SWG Operations to ensure consistent, appropriate response to customer concerns, installations and conversion process.
• Guide natural gas customers through contracting, service installation, and meter installation processes. Provide appropriate reference material, address any concerns, and coordinate with appropriate personnel.
• Facilitate or prepare accurate cost estimate documentation and true-up procedures, as applicable
• Schedule and attend necessary inspections with Southwest Gas service technicians for customer executed contracts.
• Assist in connecting customers with appropriate third-party contractors, including plumber/HVAC coordination.
• Create Installation Work Orders for customer contracts.
• Determine and track logistics, including delivery pressure, meter size, and other pertinent details.
• Conduct field visits and identify optimal route for service installations. Determine pertinent details, including service line footage and meter locations. Mark location with Southwest Gas provided materials.
• Work with White Whale to manage outreach strategies and tactics. Provide recommendations on the best approach, including both physical and electronic materials.
• Increase customer engagement, customer acquisition, and growth of Company’s market share.
• Communicate effectively with Southwest Gas management on any municipal operations updates, including potential construction delays and logistics.
• Measure and track customer growth and outreach effectiveness and recommend changes or improvements based on results.
• Host and attend community events to promote and educate the entire community on natural gas.
• Track all outreach efforts and evaluate events attended. Include event details, topics presented, and materials provided.
• Reference yearly customer additions and identify potential customers.
• Organize and manage data efficiently. Reference yearly customer additions and update data repository with details on status of customer.
• · Recommend, and upon SWG approval, implement new strategies to make customer contact with customers who have signed up for service but have not scheduled service installation with Southwest Gas Contractor.
• Engage and track communications with customers whose service line has been installed and their “one-year to have meter installed” is approaching.
• Perform related duties and responsibilities as assigned.

Requirements

• A valid driver’s license and vehicle for travel/site visits are required.
• Employee must be able to work and manage a flexible schedule that may include performing workoutside the normal 8 am to 5 pm workday.

Benefits

• 401(k)
• Bonus based on performance
• Dental insurance
• Health insurance