What are the responsibilities and job description for the Customer Care Center Supervisor - Training position at Georgia Power Company?
The Customer Care Center Training Supervisor provides leadership and strategic direction for all aspects of customer service-related training. This position is responsible for outlining annual training plans that support the onboarding and training of new customer service employees as well as support the ongoing training needs of existing employees. This position is expected to work closely with leaders within and beyond the CCC to best assess current customer service-related training needs, anticipate future training needs, and develop training plans in support of both. The CCC Training Supervisor will play an integral role in ensuring customer service employees are trained and highly proficient in Service Cloud to support business readiness criteria ahead of C2M implementation. This position will also be responsible for leading and managing a team of Customer Service Analysts/Trainers responsible for training delivery, curriculum content and business support, and assessing employee training needs. On-call supervisor rotations in support of 24/7 operational needs and playing an active role in storm restoration efforts is expected.
Education
JOB REQUIREMENTS:
I & C Technician
Positions available in Georgia (Atlanta, Waynesboro, Juliette), Alabama (Prattville, Smiths Station), and Mississippi (De Kalb)
This position performs technical and analytical services essential to the control systems and associated equipment (electronic, pneumatic, and hydraulic). The successful candidate will be responsible for maintaining and troubleshooting the plant controls and electrical circuits in addition to completing repairs as necessary. The incumbent will also be expected to perform all work safely while maintaining instrumentation including but not limited to, pressure, temperature, level, and flow devices that provide input to the various control systems. All work is to be performed in compliance with environmental permits and regulations. Completing data sheets, test records, and other operational documentation is required for equipment and systems in the computer-based work order system. Must understand and utilize a variety of hand tools, power tools, measurement, and test equipment in the performance of duties.
Position will be filled depending on the level of experience.
Job Experience And Education
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 10951
Job Category: Instrumentation & Controls
Job Schedule: Full time
Company: Georgia Power
Education
JOB REQUIREMENTS:
- College degree is highly preferred
- Experience in contact center, business office, Billing Services, Marketing, customer operations or related business area is required
- Experience in content development and/or instructional delivery is highly preferred
- Extensive knowledge of CSS
- Extensive experience in customer service policies and procedures and billing functions
- Demonstrate a clear commitment to Service Cloud utilization through personal usage and promotion within customer service teams
- Broad knowledge of company operations and customer-impacting business functions
- Basic understanding of accounting principles and practices
- Familiarity with rate structures and regulatory processes
- Ability to effectively manage and lead through a broad spectrum of business and employee needs
- Knowledgeable on adult learning principles and varied training delivery methods and tools
- Demonstrate excellent interpersonal skills and seasoned judgment
- Exhibit a strategic approach to problem solving and employee development
- Exceptional oral and written communication skills and strategic vision
- Ability to understand technical concepts, process information logically, and clearly translate the content to others
- Ability to collaborate, provide direction, and interpret and apply policies/procedures effectively and consistently
- Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
- Lead by example
- Serve as a change agent to support employees through go-live and C2M conversion activities and beyond
- Consistently set and maintain high performance standards for yourself and the team
- Build trust and credibility across the team by maintaining a people-focused leadership style that balances both employee and business needs
- Consistently contribute to team and organizational success by prioritizing and closing personal skill gaps to more effectively support the needs of the team
- Maintain a high degree of self-awareness and be recognized as a credible and approachable resource for employees within and outside the customer service functions
- Provide leadership and strategic direction for all aspects of customer service-related training
- Outline annual training plans that support the onboarding and training of new customer service employees
- Support the ongoing training needs of existing employees
- Oversee the development and delivery of training content, incorporating adult learning principles to ensure content is engaging, effective, and relevant to the learners
- Use a variety of instructional design models and methods to create content that accommodates different learning styles and preferences
- Leverage technology and digital tools to enhance the training experience and provide flexible learning options
- Develop and implement evaluation methods to assess the effectiveness of training programs and ensure they meet the desired learning outcome
- Work closely with leaders within and beyond the Customer Care Center to assess current customer service-related training needs, anticipate future training needs, and develop training plans accordingly
- Ensure customer service employees are trained and highly proficient in Service Cloud to support business readiness criteria ahead of C2M implementation
I & C Technician
Positions available in Georgia (Atlanta, Waynesboro, Juliette), Alabama (Prattville, Smiths Station), and Mississippi (De Kalb)
This position performs technical and analytical services essential to the control systems and associated equipment (electronic, pneumatic, and hydraulic). The successful candidate will be responsible for maintaining and troubleshooting the plant controls and electrical circuits in addition to completing repairs as necessary. The incumbent will also be expected to perform all work safely while maintaining instrumentation including but not limited to, pressure, temperature, level, and flow devices that provide input to the various control systems. All work is to be performed in compliance with environmental permits and regulations. Completing data sheets, test records, and other operational documentation is required for equipment and systems in the computer-based work order system. Must understand and utilize a variety of hand tools, power tools, measurement, and test equipment in the performance of duties.
Position will be filled depending on the level of experience.
Job Experience And Education
- Two-year technical degree from a certified technical institution or military experience required
- Power plant experience in electronic, pneumatic, and hydraulic controls is preferred
- General knowledge in Distributed Control Systems and PLCs is desired
- Experienced in Foxboro Control Systems, GE Mark VIe Controls, Bently Nevada, Spectrum CEMS software, and MAXIMO ® software is a plus
- Plant Operations experience is a plus
- Must be able to troubleshoot complex electronic systems.
- Detailed knowledge of plant control and data acquisition systems is desired.
- Must have good problem-solving skills in troubleshooting/understanding plant processes
- Should be able to interpret electrical prints; functional logic diagram experience is a plus
- Ability to work independently and as an effective team member.
- Candidate must have a working knowledge of Microsoft Office computer applications.
- Must be able to walk and work on grading that may include high elevations
- Must be able to support a 24/7 work schedule, including weekend and holiday shift work when necessary
- The successful candidate must support the Company's safety "Safety Excellence" philosophy.
- Candidate must exemplify Our Values and be a team player with a positive attitude.
- Incumbent must be highly motivated, value continuous learning and be adaptable to a changing work environment.
- Effective oral and written communication skills; demonstrates initiative and possess the ability to multi-task.
- Successful completion of the Technical Aptitude Test for Instrument & Controls Technicians.
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 10951
Job Category: Instrumentation & Controls
Job Schedule: Full time
Company: Georgia Power
