Southern Company · 1 month ago
Rep Sr, Customer Service
Riverdale, GA, United States
Full-time
Onsite
Mid, Senior Level
2+ years expSouthern Company is a leading energy provider, and they are seeking a Senior Customer Service Representative. The role involves managing customer inquiries, providing support to agents, and ensuring compliance with service standards while maintaining high levels of customer satisfaction.
EnergyNatural ResourcesNuclear
Responsibilities
Advise agents on service-related issues to ensure proper handling and first-time resolution
Advise agents on customer service policies, standards, procedures and processes
Answer and handle escalated calls
Make outbound calls to resolve escalated customer issues
Adhere to established policies, procedures and quality standards within service standards
Track related work activity for business processes, reporting and workload management
Support Energy Connection Center, Emergency Response Team, and serve as backup in times of high call volume
Assist in developing and improving policies and procedures
Identify potential opportunities and provide feedback regarding service failures or customer service enhancements
Participate in activities designed to improve customer satisfaction and business performance
Participate in morale building activities
Work closely with Customer Service, Field Operations, Builders, Contractors, Construction Support, Marketing, New Business, Training and Corporate Communication teams to ensure consistency and accuracy of messaging across all customer channels
Work special projects as requested by Supervisor/Manager
Assist and facilitate team meetings, provide updates and information as needed
Accountable for meeting individual performance objectives
Accountable for all personal metrics that attribute to overall team goals including; service level, behavior modeling, self-service transaction growth and channel satisfaction
Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
Identify skill gaps for employees and collaborate on improvement plans
Qualification
Required
High School Diploma or GED
Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint
Thorough knowledge of service standards and operations with the ability to manage customer expectations
Ability to accurately represent the brand voice and maintain composure at all times to provide a positive and consistent customer service engagement
Excellent verbal and written communication skills
Ability to understand the customers' needs and leverage existing and emerging technologies to create solutions to best meet these needs
Strong analytical and problem-solving skills
Ability to empathize with customers and willing to be customer advocate in order to produce a strong relationship
Self-motivated to own reactive response to address customer issues with little oversight
Strong computer knowledge and excellent typing skills with a high attention to detail
Quick thinker with an ability to prioritize and make independent business decisions
Strong communication and interpersonal skills to effectively work with people, resolve issues and motivate others
Demonstrated leadership ability
Ability to multi-task and manage multiple projects simultaneously
Knowledge seeker and abreast of current events and social media landscape
Highly dependable
Able to work flexible shifts
Preferred
College Degree or actively pursuing college degree
Minimum of 2-3 years of experience in the Energy Connection Center
Availability to work flexible schedule
Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)
5-7 year's utility experience
Company
Southern Company
Southern Company headquartered in Birmingham, Alabama, is the shared services division of Southern Company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.16BKey Investors
GRIP Program
2025-10-03Post Ipo Equity· $1.75B
2025-05-20Post Ipo Debt· $1.45B
2024-10-21Grant· $160M
Leadership Team
Thomas Fanning
President and CEO
David Poroch
Chief Financial Officer
Recent News
Idaho Business Review
2025-12-26
2025-12-24
Government Technology US
2025-12-24
Company data provided by crunchbase