Specialist, Onboarding

About the position

Onboarding Specialist Job Summary The Onboarding Specialist is responsible for facilitating the onboarding of new residential, commercial, and industrial 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 Atlanta Gas Light (AGL), Chattanooga Gas (CG), and Virginia Natural Gas (VNG). This position interacts with customers by phone, email, and fax, supporting a service population of more than two million. This role operates in a high‑volume, fast-paced environment and coordinates with Account Executives, Project Coordinators, New Business Design Technicians, Developers, Contractors, Service Centers, Resource Management, and Customers. Responsibilities include adherence to regulatory standards, compliance with policies and procedures, and supporting training of new employees.

Responsibilities

• Initiate new residential and commercial projects (New Construction, Conversion, Added Load, Multi‑Family, Mixed Use).
• Provide specialized support for account executives across AGL, CG, and VNG.
• Gather and document essential project information (plats, site plans, load and pressure requirements, contractor details, etc.).
• Respond to inquiries regarding natural gas availability.
• Maintain high volumes of documentation for fuel line inspections and pending meter sets.
• Prepare field orders and update customer account information.
• Provide problem‑solving solutions, including conceptual thinking when required.
• Coordinate work requests with internal departments and service centers.
• Serve as primary municipal contact for resolving fuel line inspection requirements and updating reference materials.
• Research and verify service card information.
• Troubleshoot missing contract submissions.
• Process high‑volume email requests.
• Manage NGAD referrals and marketer dashboard orders.
• Act as liaison for multi-family master meter conversions and municipality acquisition projects.
• Complete onboarding tasks in the BCA work queue.
• Work proactive reports to expedite customer requests.
• Address electronic notifications to prevent onboarding delays.
• Process all online customer requests across all construction types.
• Schedule residential and commercial meter sets via customer or marketer requests.
• Promote natural gas benefits and additional equipment opportunities.
• Oversee large commercial projects through meter installation.
• Promote energy efficiency programs and rebates.
• Determine and maintain required documentation (e.g., 2‑pound letters).
• Provide site-related information to contractors.
• Assist employees when leadership is unavailable.
• Support executive-level escalations.
• Train and coach new employees.
• Assist with system testing for new implementations.
• Provide backup call support during peak volume.
• Identify and resolve complex ECC issues.
• Report service disruptions.
• Adhere to policy, procedure, and quality standards.
• Track work activity for business process reporting.
• Redirect misrouted customer requests as appropriate.
• Work across multiple queues, skill sets, and channels.
• Improve customer retention through service excellence.
• Maintain knowledge of all products, services, and promotions.
• Train and coach new employees as needed.
• Educate customers on all requirements prior to meter installation.
• Collaborate with internal teams to investigate customer needs.
• Provide problem‑solving solutions for commercial and residential clients.
• Apply knowledge of company tariffs, policies, and procedures.
• Analyze and recalculate DDDC for customers as needed.
• Participate in initiatives to improve customer satisfaction.
• Contribute to morale‑building activities.
• Build and maintain strong relationships with internal and external partners.
• Consult with engineering, construction, and operations on project issues.
• Set customer expectations regarding timelines.
• Represent the company to foster strong relationships with residential and commercial customers.
• Meet individual performance objectives and support departmental goals.
• Manage workload, prioritize tasks, and adjust actions based on results.
• Consistently meet KPI targets.
• Manage multiple projects simultaneously.
• Capture revenue by ensuring accurate recalculation of DDDCs.
• Seek opportunities to increase natural gas load and customer value.
• Perform additional responsibilities as assigned.
• May mentor new employees or act as lead workers during supervisor absences.

Requirements

• Ability to work on a flexible schedule aligned with customer care center hours.
• 2+ years of experience with GCMA, CC&B, CIS, Web Portal, and ARM applications.
• 3+ years of call center or customer service experience.
• Basic MS PowerPoint skills.
• Intermediate MS Excel and MS Word proficiency.
• Advanced customer service skills.
• Strong active listening and oral comprehension skills.
• Basic computer proficiency; ability to type 40 WPM.
• Ability to multi‑task in a customer call environment.
• Excellent interpersonal communication.
• Strong time management and organizational skills.
• Persuasion and negotiation ability.
• Proficiency with multiple systems including MS Office and SharePoint.
• Strong problem‑solving ability.
• Proven ability to meet performance, accuracy, quality, and productivity targets.
• Ability to work independently after training and make decisions aligned with company and regulatory expectations.
• Discipline to maintain performance standards both onsite and remotely.

Nice-to-haves

• 3+ years of call center or utility experience.
• Equivalent education and experience may be considered.
• Experience with Mobile GIS, GSCA, Contractor Portal, ARM, IRP, or CIS systems.