Job Description

Job Description:

The Customer Service Representative (CSR) is expected to consistently provide world class experiences in the customer care process for customer inquiries about outages, billing inquires, and emergencies, assist with navigating the Company’s Online Customer Care (OCC) portal, utilize the OCC Support Tool, and provide timely and accurate responses consistent with Company’s Customer Service Standards and Behaviors found via our internal knowledge management system.

Requirements/Nice to Have:

• High school diploma or equivalent
• College degree is a plus
• Customer Service experience required
• Chat experience is a plus

Knowledge Skills and Abilities

• Excellent track record of resolving customer inquiries and providing service in a manner that fosters customer relationships and promotes customer satisfaction
• Ability to formulate well-written professional responses that provide first contact resolution
• Good working knowledge of georgiapower.com, OCC, and the OCC Support Tool
• Excellent track record of managing time and attendance
• Must be able to multi-task well, while paying attention to the details
• Excellent listening skills with the ability to empathize with customers, effectively reducing tension, and managing conflict
• Excellent analytical and problem-solving skills with the desire to do what it takes to resolve the customer’s concern
• Exceptional grammar and typing skills
• Good computer, technical, troubleshooting skills
• Consistent positive, enthusiastic, “can-do” attitude
• Ability to identify and suggest process simplifications
• Takes ownership and exhibits initiative
• Confident working independently and within a team environment
• Handle customer requests in a timely, professional manner to ensure first contact resolution
• Contribute to a learning environment by providing direct feedback for customer service standards and policies

Day-to-Day

• In our state-of-the-art service center that serves 2.4 million customers, you will work with our external customers and our internal teams to:
• Process service orders, emergency outages and billing inquiries
• Initiate transferring and disconnection of electric service
• Inform customers of Georgia Power efficiency programs
• Collections
• Products and Services

Compensation:

$17/hr.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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