Supv, 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 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

  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 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

 

 

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 custome