Coord, Reg Customer Serv - SE

Spire; Nashville (TN); On-site; USD 52,000 - 78,000; Full time

Job summary

Spire in Nashville, TN is seeking a Coord, Reg Customer Service - SE to coordinate service field activities within the assigned territory and support operations supervisors. You will lead field staff, coordinate work orders, and ensure compliance with policies and safety standards.

The role requires strong communication, customer service excellence, and the ability to respond to emergencies. A high school diploma is required; a bachelor's degree is preferred, with related experience in utilities

Qualifications

• High school diploma or GED is required.
• Bachelor's degree is preferred.
• 7 years related experience can substitute for a degree; 2 years with degree.

Responsibilities

• Coordinate, lead, and assign the work of field personnel and act as liaison with other business lines.
• Ensure compliance with company policies by documenting standard processes for productivity.
• Schedule estimates and installations with customers by phone daily.
• Respond to operational and emergency callouts 24/7.
• Coordinate equipment repairs, calibration, and material ordering.

Skills

Leadership

Customer service

Communication

Emergency response

Education

High school diploma or GED

Bachelor's degree preferred

Tools

SAP

Fieldsmart

Power BI

MS Office Suite

Job description

Company Overview

We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of safety, inclusion, and integrity, and demonstrate the competencies that bring the Spire vision, mission, and culture to life:

• Adaptability: We embrace change, continuously seeking opportunities for improvement while remaining open-minded and flexible in response to evolving conditions and customer, stakeholder and company needs.
• Collaboration: We achieve more together through a foundation of respect, embracing healthy conflict, actively seeking and providing actionable feedback, and fostering an environment where everyone’s input is welcomed.
• Ownership: We see things through, demonstrate accountability, honor commitments, take responsibility for outcomes, and demonstrate initiative.

By living our values and competencies, we strive to create an environment where employees feel welcome, respected, and valued.

Summary

Spire is seeking a Coord, Reg Customer Service - SE. This position will focus on coordinating service field activities within the assigned territory and assisting the operations supervisors and managers as needed.

Duties and Responsibilities

Promote all regulated and unregulated services to current customers and potential customers, coordinating service opportunities, and assisting management with recommending and implementing improvements. Responsible for coordinating, leading, and assigning the work of company employees as well as acting as a liaison with other Field Operations Lines of Business. Position will be expected to make decisions and fill in when supervisors are unavailable. Responsible for ensuring compliance with company policies and procedures by documenting and recording standard processes to ensure high levels of productivity and efficiency for the department. Review reports and proactively address opportunities for improvement of processes, employee performance, and/or customer service. Responsible for coordinating daily activities through the work of non-emergency and emergency work orders and the maintenance of vehicles and equipment. Running dedicated groups for work order types (Collections, read in/ Read out orders, etc.). Manages the prioritization of projects assigned to the Operations field personnel in the Resource Center and the timely completion of each. Coordinate work activities with other Lines of Business and Resource Centers, as necessary. Work Flagged order report, create and route appropriate follow up orders. Process ERT change requests and ensures completion. Perform Meter Audits Support leak process as needed (Grade 1, 2, 3 & 3rdParty damages). Assist with Building Maintenance Functions. Coordinate equipment repairs, equipment calibration, and tool ordering. FCS Storeroom management Coordinate ordering of material for Large M&R's (Print Jobs) with the Meter & Weld Shop. Assist with WFM/Time off activities. Respond immediately to operational and emergency callouts and is subject to the same 7 days a week, 24 hours a day call out. Assist in liaison Activities. Schedule estimates and installations with customers over the phone on a daily basis.

Essential Characteristics

• Demonstrate effective leadership skills / ability
• Excellent verbal and written communication skills
• Excellent customer service skills
• Ability to perform in emergency situations

Required Education (certifications, licenses)

High school diploma/GED required

Valid driver’s license required

Bachelor’s degree preferred.

Certificates, Licenses, Registrations Preferred:

• Licensed Plumber
• Licensed Electrician
• HVAC Certification

Required Knowledge, Skill And Abilities

Required:

• In lieu of degree, 7 years related experience required
• 2 years related exp with degree

Preferred:

• Working knowledge of mechanical systems, including basic understanding of accepted accounting practices.
• Previous experience as a service technician or similar role
• Experience in NGBU Field work or like Natural Gas experience from other Utilities.
• FCS Technician Training and OQ requirements for FCS Technician
• Knowledge of gas appliance installation
• Basic mathematics skills and basic understanding of budgets and related practices
• Perform other assignments (or duties) as required by Operations Manager
• Experience working in alternate work management systems (SAP etc.), basic knowledge of mechanical and electrical systems
• Proficiency in using computers and related software applications such as Microsoft Word, Excel, Outlook, Map Point, S2K/MVRS, Service Suite, Web Methods. Fieldsmart, Power Bl, MOMs, GSA Lite

Physical demands, environment and schedule

Work on a computer for extended periods of time

Able to work in the field under adverse weather conditions

Posting Requirements

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Spire, Inc., and its subsidiaries are affirmative action and equal employment opportunity employer.

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.