Customer Engagement Specialist (Exempt 3-5)
50% Energy Assistance Customer Support
50% Region Support
*Northeast (Athens)
Position Overview:
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.
MAJOR JOB 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
JOB 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
Other Job Considerations
- 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
***This position has been identified as a role that may require the use of a Georgia Power fleet vehicle. The following will be required if you are selected for this position:
- Must consent to a continuous monitoring of your Motor Vehicle Record
BENEFITS
- Competitive Pay
- Excellent benefits packages which includes:
- Medical and dental coverage
- Defined Pension/Cash Balance Benefit Plan
- Performance-sharing plan
- 401(k) plan with a generous company match
- Bonus opportunities
- Tuition Reimbursement
PDN-9dfca6dc-29c8-4a66-a2f7-89a967a5af02
