Customer Support & Operations Specialist - (V to Regular for Melody Yang)

About Us

SoCalGas, the nation’s largest gas distribution utility, is dedicated to providing safe, reliable, and affordable energy to over 21 million Southern California customers. Through innovation, collaboration, and an unwavering commitment to the needs of our communities we proudly uphold our mindset of “Glad to be of Service” and provide exceptional customer service today and ready to meet California’s energy needs with innovative solutions for tomorrow.

As an employee of SoCalGas, you will support our core values to do the right thing, champion people, and shape the future. You will play a pivotal role in the energy transition initiatives, supporting our mission: Safe, reliable, and affordable energy delivery today. Ready for tomorrow. We are committed to attracting top talent and fostering a diverse workforce that reflects the vibrant communities we serve.

As an employee of SoCalGas, you’ll enjoy a competitive compensation plan, upward mobility opportunities and the ability to find a true work life balance. Discover the rewards of joining SoCalGas by exploring our website: Our Mission; Sustainability, In the Community, and Employee Benefits. Join SoCalGas today and become a vital part of a team that is driving innovation, championing community needs, and shaping the future of energy in California.

Primary Purpose
Executes a range of operational tasks across channels and systems. Applies practical knowledge to reduce delays, improve documentation quality, and support consistent customer experiences.

Duties and Responsibilities

• Performs structured troubleshooting for common technical or account issues and documents steps, workarounds, and results in the case record.
• Reviews cases for policy adherence and completeness (contact reason, resolution summary, next action) and corrects gaps before closure.
• Compiles shift‑level insights (top contact reasons, repeat issues, average handling time trends) and shares summaries with the team.
• Creates or updates how‑to guides for routine tasks (order changes, returns, feature usage) with clear steps and screenshots.
• Monitors social channels for customer mentions and drafts appropriate responses or routes posts to the designated social support queue.
• Coordinates scheduled callbacks and appointment windows; confirms completion and updates customers proactively.
• Tests knowledge base articles for clarity and accuracy; submits change requests when steps are outdated or incomplete.
• Maintains confidentiality and follows authentication procedures when verifying customer identity.
• Performs other duties as assigned.