Service Consultant - Customer Care Center
Position Summary:
Our team of Service Consultants handle more than 15,000 inbound calls a day. The Care Center's consultants assist customers Monday through Friday and provide 24/7 support for emergencies and major storms. Some weekend and holiday work will be required. We value our customers and are looking for team members that will deliver solutions to meet their specific energy needs. Our values are Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
Our employees are trusted to be creative and innovative to achieve customer and operational excellence.
The major job responsibilities of the position include, but are not limited to the following:
Functional Expertise:
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and make payment arrangements for past due bills, final bills, and returned checks
Educate customer of available rates, products, and services
Process service orders
Respond to service policies, rate questions, and billing inquiries
Update and maintain customer personal identifiable information
Report service disruptions (service outages)
Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
Provide information related to assistance agencies and other options
Ask fact-finding questions for clarity to ensure that customer's requests are satisfied according to policies and procedures
Business Acumen:
Must be able to work in a flexible working environment where shifts fluctuate due to business needs and seasons
Must be able to work required overtime, weekend rotations, and fulfill on-call obligations
Responsible for maintaining the confidentiality of customer records
Adhere to established policies, procedures and quality standards for all work performed
Engagement:
Participate in activities designed to improve customer satisfaction and business performance.
Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
Manage peer relationships
Ability to foster and maintain working relationships in support of our Diversity, Equity, and Inclusion culture.
Driving Results:
Accountable for meeting individual performance objectives consistently
Accountable for all metrics that contribute to overall team goals including service level, self-service customers transactions and channel satisfaction
Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed
Service Consultants will gain skills and grow lasting careers with one of the Southeast's largest and most well-respected employers while delivering excellent customer service. We provide exceptional training programs, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.
The successful candidate will work in the office at the Care Center in McDonough GA. Work from home and flexible shifts opportunities may be available depending on performance, attendance, and management discretion. Training will be in person at the Customer Care Center, 2500 Patrick Henry Pkwy, McDonough, GA 30253.
Candidates must live within a one-hour commuting distance to the Customer Care Center, located at 2500 Patrick Henry Pkwy, McDonough, GA 30253.
Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).
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 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: 6812
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
