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 Georgia Power Companys Online Customer Care (OCC) portal, utilize the OCC Support Tool, and provide timely and accurate responses consistent with Georgia Powers Customer Service Standards and Behaviors found via our internal knowledge management system.
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Requirements/Nice to Have:
High school diploma or equivalent
College degree is a plus
Customer Service experience required
Chat experience is a plus
Spanish language proficiency is mandatory for 10% of service
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 customers 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