The posting
Job Description
Residential Service Consultant – Customer Care Center
Our Service Consultants handle over 3 million calls per year providing support to a 24/7 business environment. Schedules are based on seniority with periodic weekend and holiday work required. As a part of the Southern Company team, Our Values are paramount and the foundation of our culture. Those values are Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
Delivering an exceptional customer experience is our North Star. We take pride in being best in class when supporting customers. Our culture is grounded in relationships, empathy, and loyalty, with a strong commitment to continuous learning through skill development, coaching, and mentoring.
If you’re self-directed, eager to learn, and driven to deliver outstanding service, this role is for you. In a typical day, our consultants assist customers start, stop, or transfer service; discuss payment options; offer energy-related products; report emergencies; and handle general inquiries. In alignment with our Southern Company values, our customers are the center of everything we do. They count on us; therefore reliability, accountability, and a strong work ethic are essential.
What We Look for in a Service Consultant:
- Excited to be part of a collaborative team and contribute positively to shared goals
- Demonstrated customer service experience with ability to communicate with efficiency and empathy
- Demonstrate resourcefulness and sound judgment, leveraging tools and information to deliver outcomes that align with customer needs, policies, and business objectives
- Dependable, resilient, with ability to perform under pressure
- Comfortable working in a fast-paced, metric-driven call center environment
- Ability to listen, be self-aware, adaptable, and motivated to grow
Key Responsibilities & Functional Expertise
- Explain billing issues, investigate high bill concerns, discuss rate options; educate and offer efficiency actions that promote affordability
- Start, stop and transfer electric service while promoting relevant products and services
- Assist with payment arrangements through self-service tools and handle complex credit and billing inquiries
- Troubleshoot electric service issues, report hazardous situations, and coordinate work requests with internal departments
- Prepare and process emergency and priority orders, meter changes, and other service requests
- Protect, document and maintain accurate customer records
- Track and report non-emergency service activities, including errors, complaints, and call trends, to support continuous improvement
Business Acumen:
- Work effectively in a 24/7 environment with changing shifts based on business needs
- Fulfill overtime and on-call obligations
- Maintain comprehensive knowledge of company products and services
- Protect customer data and identify process improvement opportunities
Training, Tenure & Work Location
- The selected candidate will complete an 6-8 week in person training program at the Customer Care Center in McDonough, Georgia
- To support skill mastery, stability, and operational consistency, successful candidates are expected to remain in the Service Consultant role for a minimum of 12 months.
- Following training, remote work and flexible scheduling opportunities may be available based on demonstrated proficiency, performance, attendance, business needs, and management discretion. Remote work is not guaranteed
- Candidates must live within one hour commuting distance of the Customer Care Center, 2500 Patrick Henry Parkway, McDonough, GA 30253
Pay & Benefits
- Starting pay for all new hires is $21.46 per hour ($44,636 annually). All candidates receiving offers are hired at the same rate regardless of prior experience, and the rate is nonnegotiable
- In addition to competitive pay, employees are eligible for a comprehensive benefits package that includes retirement plans, savings and financial wellness accounts, medical and dental coverage, and other health and wellness benefits. Employees may also be eligible for annual incentive or bonus opportunities based on company and business performance
Employment Requirements
- Employment is contingent upon successful completion of pre-employment requirements, including drug screening and applicable background checks
About Us
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) 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.
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. 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
