Specialist I, II, Sr., Customer Engagement -Athens

Southern Company•Athens, GA

56d•Onsite

About The Position

The Customer Engagement Specialist acts as the liaison between Customer Care, Region External Affairs, and Distribution, delivering comprehensive customer service and analytical support to both internal and external stakeholders. This role addresses service requests from residential and non-managed commercial and industrial customers, including high bill inquiries, billing or payment issues, payment arrangements, and rate analysis. Additionally, the specialist promotes energy efficiency, affordability, and demand-side management programs to enhance customer satisfaction and loyalty. The team ensures the successful execution and implementation of customer service projects and initiatives. This position will also serve as an ambassador, key community leader, and influencer across various company domains, including energy assistance, energy efficiency, and statewide customer service. They support efforts to tackle affordability challenges by raising awareness and encouraging the use of our programs, products, and services designed for residential and commercial customers.

Requirements

College degree preferred
Knowledge of Georgia Power's residential and commercial rates and structure, products, services, and energy efficiency programs
Knowledge of customer care and region operations with the ability to work with other departments across the company
Effective written and oral communication skills
Demonstrated public speaking and presentation skills
Demonstrated ability and knowledge of all the Microsoft Office Suite of Products
Understanding and working knowledge of PowerBI
Demonstrated ability to work independently and be self-directed
Leadership ability desired, demonstrated initiative, and ability to manage multiple projects simultaneously, some project management experience is desired
Excellent interpersonal skills to effectively work with individuals with diverse knowledge levels regarding energy usage is a plus
Comprehensive knowledge of and prior experience working with the CSS billing system along with other key applications
Ability to conduct rate calculations using CSS, BillGen, and other customer interface programs
Knowledge of cross functional business practices interface programs (ARMS, Sensus, etc.) and end-use products and technologies a plus
This role will require work to be conducted outside of normal business hours (i.e. some nights and weekends.)
Provide storm support which many include some overnight and weekend work
Onsite daily presence is required
Ability to maintain confidentiality regarding customer accounts and other sensitive information
Frequent travel is required
Demonstrate all four Tenets of Southern Company values: Safety First, Intentional Inclusion, Act with Integrity and Superior Performance
Must consent to a continuous monitoring of your Motor Vehicle Record

Responsibilities

Provide front & back-office support to customer care organization
Calibrate with our business partners to assist them with nurturing strategic partnerships with external organizations, including non-profits, government agencies, and community groups, to support securing funds and support for customers in need.
Communicate awareness and education with internal and external customers concerning energy assistance, efficiency and make recommendations for product and services
Resolve complex credit and billing inquiries, investigate, and resolve high bills, analyze customer credit status, quote amount due, offer solutions, and assist with payment arrangements for past due bills, final bills, and returned checks.
Effectively communicate customer concerns and demonstrate the ability to handle our customers or organizations escalated inquiries expeditiously and completely.
Conduct rate analysis for small medium businesses and unmanaged accounts
Review call center adjustments, emails, and service orders to ensure accurate resolution of high bills, demands, mixed meter issues, etc.
Facilitate periodic internal customer listening sessions to address customer needs
Assist customer care in fulfilling region related activities
Provide storm support which may include some overnight and weekend work

Benefits

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 beneï¬ts will also be provided during the hiring process.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume