1. What exactly do you do?
- What field is your job in?
A Gas Utility Company - What is your job title?
Customer Service Rep - Please provide a brief description of the firm or organization that you currently work for (size and general description of what type of organization it is)
Mobile Gas in Mobile, AL. We are the natural gas provider for Mobile and Baldwin counties in Alabama. We are owned by Sempra Energy from San Diego, CA.
- How long have you been employed in this position?
4 years - How many hours do you work a week on average?
40 - Please provide a BRIEF description of your duties and responsibilities. (job description)
40 - Please provide a BRIEF description of your duties and responsibilities. (job description)
I answer calls from our customers,handle billing questions and make payment arrangements. I also put in gas leak calls, place service calls and turn on requests.
- What was your gross income last year? Please include any bonuses or incentives received.
24 - What is your expected gross income for this year? Please include any bonuses or incentives you expect to receive.
24 - Please list any benefits you have (Please include number of weeks vacation, sick leave and type of health insurance, retirement plan 401k)
2 weeks vacation, 10 holidays, 10 days sick leave, BC/BS insurance, 401K and a company pension plan - Do you feel you are under/well/over compensated at your current position?
under compensated
2. Work environment!
- Does your job entail you working with others on a daily basis? Is this something you like/dislike about your job? Explain
Yes. I like to ask my supervisor & co-workers their opinions on certain things.
- Do you work collaboratively with supervisors/managers?
Yes - Do you work collaboratively with your co-workers?
Yes - Describe your work location (e.g., office, home, theatre, in the field) and what you like/dislike about working in it
My office is about 15 minutes from my house. It's air conditioned and we have a refrigerator so we can bring and store food for lunch.
- Please rank in order of importance from 1-8 (1- most important 8- least important) Assign each number once.
- 3 Income
- 4 Work Environment - co-workers
- 8 Work Environment - supervisors
- 5 Benefits
- 6 Hours
- 2 Level of responsibility
- 1 The actual "work" you do at your job
- 7 Job Title
3. How should someone new to the workforce get a J-O-B like yours?
- If someone wanted to go about getting a job similar to yours, what would you recommend for him or her to do?
To check our website, Sempra.com, and apply for openings. Check the classified ads as well as employment agencies.
- What skills do you think a person should have if they want to pursue a position like yours? Please be specific and explain why (e.g., social skills, organization skills, technical skills)
You need to be upbeat, patient and have good problem-solving skills. You need to be sociable with co-workers since there is alot of down time during slow seasons. You need to be creative and helpful so you can correct problems and satisfy customers.
- Do you feel that you need a certain level of education or training to be successful in your job?
Yes. A college degree and/or previous customer service expenience is very helpful - What advice would you give to someone who was about to start work in your position/ line of work?
To learn patience! You have to be able to manage your time and not allow rude customers to get to you.
4. How did you get your J-O-B
- How did you find your current job? (e.g. newspaper, internet, referral, etc.)
Referral from a previous co-worker - What was the application process for your job? (e.g. submitted resume, paper application, electronic application, all, etc.)
Resume, passed an aptitude test and went through 2 interviews - Did you have to interview for your current job? If yes, what did the interview process entail? (e.g., number of interviews, who you interviewed with, group interview, individual interview, etc.)
I passed a profiency test and then met with the human resource manager and my manager. The second interview was with my manger and the Call center director. - If you can remember, what questions were you asked at your interview?
How I handled previous customer problems and requests at my previous jobs. - Is this the job / field you planned to work in?
Yes - If your job is in a different field from your original plan how did you get here? Explain (Plan can be from high school/college/post college/personal plan)
I landed a great job with AT&T after college. I loved my job and compensation. I had to relocate and didn't like my new city. I came home and got a similar position with another national company. I've had great training and I enjoy being in customer service.
5. Background: Are you qualified?
- Was there training for your current position? If yes, what did it entail?
Yes. We were trained for one week with our supevisor and went over basic information about company policies and how to handle the types of calls we would be taking. - Do you feel your employer properly prepared you for your job? Explain
Yes. She's been with the company over 20 years and actually held my position. - Do you feel your educational background prepared you for your job? Explain
Yes. I learned how to communicate with others and how to manage my time wisely. - If applicable, do you feel your internship experience helped you prepare you for your job?
6. The Future and Beyond (FINAL SECTION)
- If someone were to observe you at work, what would he or she say is "fun" about your job?
Talking with my co-workers when calls are slow. We can interact and share our experiences. - What is (are) the most fulfilling aspect(s) and least fulfilling aspect(s) of your current employment? (e.g. fiscal, spiritual, type of work, hours, commute, compensation, etc.)
Most fufilling is working with and helping customers and least fufilling is the compensation. - Is your current employment part of your career plan? Why or why not?
It is part of my plan. I like my job. I just need to make more money! - What are your current career goals? (Can be broad or specific)
To be promoted to a higher and more responsible position or transfer to another department within the company. - Is there anything else you would like to share about your career?
I get alot of satisfaction from my career. I realize the economy is bad right now. Mobile is notorious for underpaying its citizens, regardless of their field. I hope to find a company that will compensate me for my expertise. I have 20 years of experience in customer service.
7. A Day in the Life Of...
- 7 am - 8 am
We have 3 shifts in our call center. If I'm working the early shift, I'll log into the phone system and start taking calls. - 8 am - 9 am
Take customer service calls such as billing questions, balances and payment arrangements. - 9 am - 10 am
Same. We also place service orders for customers and set up appointments. - 10 am - 11 am
I do the same thing all day! - 11 am - 12 am
Lunch - 12 am - 1 pm
- 1 pm - 2 pm
Answer customer's billing inquries. - 2 pm - 3 pm
Same. Just amswer phone and assist customers! - 3 pm - 4 pm
I do the same thing all day! - 4 pm - 5 pm
- 5 pm - 6 pm
- 6 pm - 7 pm
- 7 pm - 8 pm
- 8 pm - 9 pm
- 9 pm - 10 pm
- 10 pm - 11 pm
- 11 pm - 12 pm