The posting
Job Description
Customer Engagement Specialist – Savannah, GA
Company: Georgia Power Company Work Location: Savannah, Georgia Job Level: Exempt 3–5
Work Location and Territory Requirements
This position is based in Savannah, Georgia and supports customers and communities throughout the Southeast region, including Chatham, Bryan, Liberty, Long, and Tattnall County.
The successful candidate should live within the Savannah region and be able to travel throughout the assigned counties. Relocation assistance is not available for this position.
Position Summary
Georgia Power is seeking a customer-focused, adaptable, and collaborative Customer Engagement Specialist to support customers and communities throughout the Savannah territory.
The Customer Engagement Specialist serves as a liaison across Region External Affairs, Distribution, Customer Care, and other business partners, providing comprehensive customer service, analytical support, and project support to internal and external stakeholders.
This is a customer support role that requires flexibility and the ability to support a variety of customer-focused projects and business initiatives. Responsibilities and assignments may evolve based on customer needs, business priorities, and operational requirements. The successful candidate must be comfortable managing multiple priorities, working across functional areas, and providing support where needed to help the business deliver a consistent and positive customer experience.
The role supports residential and non-managed commercial and industrial customers, including addressing affordability concerns, high-bill inquiries, billing and payment issues, payment arrangements, and other complex customer needs.
Key Responsibilities
- Provide direct customer support and resolve complex customer concerns involving billing, credit, payments, high bills, affordability, payment arrangements, and other service-related issues.
- Support a variety of customer projects, programs, and business initiatives based on evolving customer and business needs.
- Collaborate across Customer Care, Region External Affairs, Distribution, and other business areas to provide a seamless, one-company customer experience.
- Increase customer and community awareness and understanding of energy assistance, affordability, energy efficiency, and other company programs, products, and services.
- Contribute to the successful implementation of customer service initiatives and key company priorities.
- Research, analyze, and resolve escalated customer inquiries thoroughly, professionally, and with a sense of urgency.
- Facilitate customer listening sessions and other engagement opportunities to better understand and respond to customer and community needs.
- Collaborate with internal business partners to identify opportunities and develop strategic relationships with nonprofit organizations, government agencies, community groups, and other organizations that provide resources and support to customers.
- Proactively build and cultivate relationships throughout the assigned territory by engaging with customers, community organizations, business partners, and other key stakeholders. The successful candidate is expected to be visible and actively engaged in the communities we serve, representing Georgia Power at customer meetings, community events, presentations, outreach activities, and other engagements.
- Effectively manage multiple customer needs, projects, assignments, and deadlines while adapting to changing priorities.
- Analyze customer and business information, identify appropriate solutions, and communicate effectively with customers and business partners.
- Provide storm support, which may include overnight and weekend work.
Education/Experience
- Bachelor’s degree preferred but not required.
- Relevant experience in community service, community engagement, outreach, nonprofit, government, social services, or other customer- and community-focused work is preferred.
- Experience working with community organizations, agencies, or programs to connect individuals and families with resources, services, or support is preferred.
Qualifications, Skills, and Experience
- Demonstrated experience in customer service, customer support, account management, community engagement, or relationship management, including resolving complex or escalated customer concerns.
- Strong communication, analytical, critical-thinking, and problem-solving skills, with the ability to communicate effectively with customers and stakeholders.
- Demonstrated ability to proactively build, cultivate, and maintain relationships with customers, businesses, community organizations, and other key stakeholders.
- Ability and willingness to be visible and actively engaged throughout the assigned territory, including participating in customer meetings, community events, presentations, and outreach activities.
- Ability to work independently, demonstrate initiative, and effectively manage multiple customer needs, projects, assignments, and changing business priorities.
- Demonstrated ability to collaborate across departments and functional teams to support customer and business objectives.
- Proficiency with Microsoft Office applications; experience with CRM, billing, customer-support, or data/reporting systems preferred.
- Experience with project coordination or project management is preferred.
- Utility industry experience or knowledge of energy assistance, affordability, energy efficiency, or community-based customer programs is a plus but not required.
- Experience with Georgia Power systems and tools, such as Service Cloud, C2M, and Power BI, is preferred but not required.
Other Job Considerations
- Must maintain confidentiality regarding customer accounts and other sensitive information.
- Frequent travel throughout the assigned territory is required.
- Must be available to work outside normal business hours when customer or business needs require it, including nights and weekends.
- Storm support is required and may include overnight and weekend assignments.
- Must demonstrate Southern Company values: Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
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
