What are the responsibilities and job description for the Supv, Customer Service position at Georgia Power Company?
Customer Services Supervisor
Customer Care Center, McDonough, GA
Job Summary
Georgia Power values our customers and partner with them to deliver solutions that meet their specific energy needs. Our highly engaged teams are focused on building relationships, trust and loyalty. Skill development, coaching and mentoring is paramount to our culture as such, the Customer Services Supervisor leads, coaches, trains, inspires and motivates a team of service consultants. This team assists customers in a 24 hours and 7 days per week (24/7) operation with start/stop requests, billing programs, rates, general inquiries, as well as products and services.
Our leaders promote a positive and caring work environment and make a personal connection with employees. The successful candidate will be responsible for promoting wellness in the workplace, achieving established performance metrics, in addition to understanding and communicating policies and procedures. This position necessitates that you will have a role in on-call duties on a rotational basis for emergencies and participate in storm restoration efforts which may require after hours and weekend support.
The ideal candidate is a creative problem-solver who is people-focused. You can leverage data and analytics to identify trends, patterns, and opportunities for improvement as well as lead strategic initiatives that move the organization forward. You will need to be self-motivated, work well with others, possess a positive attitude, and drive innovation that helps us deliver exceptional customer experiences.
This position will be filled at an Exempt Level 5 or 6 Exempt depending on the candidates' experience and qualifications.
This is a hybrid role, and candidates are expected to be on-site a minimum of four days per week. The Customer Care Center (CCC) is located in McDonough, GA. Candidates must live within a commuting distance to the CCC or be willing to relocate to the area.
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: 11120
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
Customer Care Center, McDonough, GA
Job Summary
Georgia Power values our customers and partner with them to deliver solutions that meet their specific energy needs. Our highly engaged teams are focused on building relationships, trust and loyalty. Skill development, coaching and mentoring is paramount to our culture as such, the Customer Services Supervisor leads, coaches, trains, inspires and motivates a team of service consultants. This team assists customers in a 24 hours and 7 days per week (24/7) operation with start/stop requests, billing programs, rates, general inquiries, as well as products and services.
Our leaders promote a positive and caring work environment and make a personal connection with employees. The successful candidate will be responsible for promoting wellness in the workplace, achieving established performance metrics, in addition to understanding and communicating policies and procedures. This position necessitates that you will have a role in on-call duties on a rotational basis for emergencies and participate in storm restoration efforts which may require after hours and weekend support.
The ideal candidate is a creative problem-solver who is people-focused. You can leverage data and analytics to identify trends, patterns, and opportunities for improvement as well as lead strategic initiatives that move the organization forward. You will need to be self-motivated, work well with others, possess a positive attitude, and drive innovation that helps us deliver exceptional customer experiences.
This position will be filled at an Exempt Level 5 or 6 Exempt depending on the candidates' experience and qualifications.
This is a hybrid role, and candidates are expected to be on-site a minimum of four days per week. The Customer Care Center (CCC) is located in McDonough, GA. Candidates must live within a commuting distance to the CCC or be willing to relocate to the area.
Job Experience And Education
- Bachelor's degree is preferred
- Previous supervisory experience preferred
- Experience in call center or region operations preferred
- Excellent oral and written communications skills
- Excellent interpersonal skills necessary to lead, coach, train inspire and motivate employees
- Strong decision-making skills, including the ability to "manage in the grey"
- Sound project management, strategic thinking and problem resolution skills
- Understanding of performance management and leadership concepts
- Knowledge of GPC policies and procedures
- Experience working with Customer Information Systems and Knowledge Management Systems
- Ability to interface with individuals at all levels outside as well as within the company
- Ability to lead within a dynamic environment, support continuous change, and manage competing priorities
- Ability to use sound discretion concerning confidential and sensitive issue/information
- Monitor and evaluate individual performance of consultants including regular review of customer interactions to ensure exceptional customer experiences
- Model all aspects of Our Values: Safety First, Intentional Inclusion, Act with Integrity and Superior Performance
- Demonstrate leadership competencies in the areas of business execution, communication, development of others, innovation, relationships and networking and inclusion
- Displays high amount of initiative and strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities
- Strong focus on people while also having the ability to drive accountability
- Highly collaborative with a demonstrated ability to act as a change agent and advocate
- Maintains a continuous growth mindset and a strong desire for career advancement
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: 11120
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
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