Supv, Residential Customer Service

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 24/7 operation with start/stop requests, billing programs, rates, general inquiries, as well as products and services.

This is a hybrid role and candidates are expected to be on-site a minimum of three days per week. Candidates must live within a commuting distance to the Customer Care Center OR be willing to relocate to the area.

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 will be on-call 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 a level 5 or 6 Exempt depending on the candidates' experience and qualifications.

The posting is for multiple supervisor positions. It is located in McDonough, Georgia and will report to one of three Customer Service Managers.

Job Experience and Education

• Bachelor's degree is preferred

• Previous supervisory experience preferred

• Experience in call center or region operations preferred

Knowledge, Skills & Abilities

• 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

Behavioral Attributes

• 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

• 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

• Desire and ability for continued career growth

  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: 7617

Job Category: Customer Service

Job Schedule: Full time

Company: Georgia Power