Work location is flexible and can be remote based on the current work
location(s) of the successful candidate(s)
Job Summary:
Provide exceptional customer service through technical, analytical and sales
support to Commercial or Industrial customers and the Key Account Managers
(KAM) that call upon them.
Specific customer and team support can include, but is not limited to: rate
analysis, Customer Emergency Notification System (CENS) daytime response,
managing lighting repair orders, energy usage studies, billing and service
order requests, collections, C2M and Oracle Sales Cloud (OSC) updates, Oracle
Service Cloud, load calculations, scheduled outages, meeting management, and
sales/customer presentations
Provide account management back-up on an ‘as needed’ basis for the KAMs that
they support. Be familiar with their KAMs’ portfolio of customers, including
specific circumstances, needs, and expectations.
Assist Manager and KAMs to maintain accurate data in OSC, C2M and pull
reports and other data analytics from their respective systems.
Participate in the damage assessment and restoration process during storm
events
Develop, share & utilize best practices to promote & provide exceptional
customer service, additional product & services sales, and electrification
growth.
Job Experience & Education:
Two-year engineering/technical degree or Four-year degree preferred
Two to three years of experience in sales/marketing or region operations is
desirable
Knowledge, Skills and Abilities:
Maintain a safe working environment through behaviors and actions
Strong interpersonal, oral, electronic, and written communication skills
Excellent computer and analytical skills with a focus on customer resource
management, rate analysis, electrical load modeling, outage response systems,
and power quality and reliability analysis.
Effective organizational skills including the proven ability to prioritize
and handle multiple projects.
Meet the needs of the customer, including the ability to effectively manage
dissatisfied customers. Possess a service attitude; anticipate and respond
promptly to internal/external customer needs
Knowledge and understanding of rates, riders, contracts, Real Time Pricing
(RTP) models, and corporate functions including financial indicators and
regulatory issues.
Ability to work effectively within a multi-departmental matrix organizational
structure
Ability to determine electrical load requirements by reading design
documents, panel schedules, and other construction prints.
Knowledge of, or the ability to learn, electric energy end-use technologies
with a focus on industrial processes.
Basic knowledge of electric utility power delivery including generation,
substation, distribution, transmission, and control/dispatch.
Overall knowledge of Customer Care Center practices with an emphasis on
critical/outage response, energy management, and business solutions.
Job Responsibilities:
Support and assist KAMs in meeting customer service goals as measured by the
annual Net Promoter Score (NPS) survey
Support and assist KAMs in meeting all sales goals through product knowledge
and preparation for customer engagements
Perform rate studies/analyses for commercial and industrial customers,
including comparisons for RTP, meter totalizations, Time-of-Use and other
rate options, using interval load data as well as provide PPP contracts for
RTP customers.
Provide data analysis and feedback to team members
Provide daily on-call support to customers; act as the primary contact for
customers in KAM’s absence; respond to billing inquiries and requests for
service
Act as the primary contact between the customer, Special Service Accounts,
Distribution and the Customer Care Center
Point of contact for daytime CENS rotation
Provide 24-hour support for managed customers during widespread and localized
severe weather events
Provide technical and administrative support to KAMs and Segment Sales
Manager including producing sales presentations, special reports and other
customized analysis
Work with teammates to organize and carry out customer & internal meetings
Behavioral Attributes:
Model all aspects of Our Values: Safety First, Total Commitment,
Unquestionable Trust and Superior Value
Demonstrates commitment to Diversity, Equity, and Inclusion
Team player with strong interpersonal skills
Possesses a positive, customer-first attitude
Takes initiative and personal responsibility
Highly motivated and works well with minimal supervision
Demonstrated sense of urgency in fulfilling multiple requests in a fast-paced
environment
Constant focus on building personal and professional skills
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
[https://www.prnewswire.com/news-releases/southern-company-first-quarter-earnings-to-be-released-may-1-302406019.html#financial-modal])
is a leading energy provider serving 9 million 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
solutions provider 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
customers' and communities' needs while advancing our goal of net-zero
greenhouse gas 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 has been recognized by a
variety of organizations, earning the company awards and recognitions that
reflect Our Values and dedication to service. To learn more,
visit www.southerncompany.com [https://www.southerncompany.com/].
Southern Company invests in the well-being of its employees and their families
through a comprehensive total rewards strategy that includes competitive base
salary, annual incentive awards for eligible employees and health, welfare and
retirement benefits designed to support physical, financial, and
emotional/social well-being. This position may also be eligible for additional
compensation, such as an incentive program, with the amount of any bonus/awards
subject to the terms and conditions of the applicable incentive plan(s). A
summary of the benefits offered for this position can be found here
https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf
[https://nam10.safelinks.protection.outlook.com/?url=https%3A%2F%2Fseo.nlx.org%2Fsouthernco%2Fpdf%2FSOCO-Benefits.pdf&data=05%7C02%7Csipricke%40southernco.COM%7C235679ee89374ff2a68f08dd1485ddd6%7Cc0a02e2d1186410a88950a4a252ebf17%7C0%7C0%7C638689287367618503%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=pS%2FbwHQsZU6%2BJWmcyrcb0OIy7tbDDbozXe9o11R7Hqg%3D&reserved=0].
Additional and specific details about total compensation and benefits will also
be provided during the hiring process.
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.
Georgia Power