Southern Company Energy Efficiency Program Advisor Team Lead in Atlanta, Georgia
Energy Efficiency Program Advisor Team Lead
The Energy Efficiency Program Advisor Team Lead supports the Company’s strategic objective of implementing the energy efficiency (“EE”) programs certified by the Georgia Public Service Commission (“GPSC”) as demand-side management (“DSM”) resources. The EE Program Advisor Lead supervises a team of three EE Program Advisors charged with delivering a positive customer experience for select Energy Efficiency Programs. The ideal candidate will have excellent customer service experience and work well in a fast-paced, collaborative environment. In addition, the lead should have experience developing business processes to drive efficiencies for the team.
The primary responsibility of the Program Advisors’ team is to process applications to ensure timely distribution of energy efficiency rebates. As such, the team is responsible for responding to customer and contractor inquiries via phone, email, web, etc.
The Program Advisor Lead handles customer escalations and develops strategies to mitigate customer concerns. In addition, the lead implements appropriate metrics/reports to effectively manage team workload and track customer satisfaction. The team lead also schedules quality assurance/quality control evaluations for Energy Efficiency upgrades. Other responsibilities include:
Guiding team to close application process in a timely manner
Training advisors on best practices, policies, and business protocols for responding to customer requests
Training advisors on program specifications and scheduling processes
Refining, as needed, standard operating procedures to guide advisors on inputting/managing data in various systems including customer service, phone, and email systems
Communicating proactively with program managers, the Customer Care Center, and other internal/external organizations to fulfill customer requests
Providing timely reports to program managers/leadership regarding customer support activities
Consistently providing feedback to advisors to enhance their knowledge and the customer experience
Technical, Associates or other College degree achieved or actively pursuing preferred
3-5 years of experience in a lead/supervisory role in a customer service environment
Available to travel in-state as required
Experience managing multiple projects, deadlines, people, and priorities
High level of proficiency with phone systems, customer support tools, Web Portals and Microsoft Office
KNOWLEDGE, SKILLS AND ABILITIES:
Demonstrated ability to resolve customers’ issues in a manner that drives positive customer satisfaction
Strong interpersonal skills with the ability to effectively communicate at all levels
Work well within a team environment
Possess a service attitude; anticipate and respond promptly to stakeholder and customer needs
Proven track record of providing excellent customer satisfaction
Quick learner of complex information
Ability to work independently
Work well in changing environment
Takes ownership and exhibits strong initiative
Subject to the Georgia Power Company Smoke Free Workplace Policy: You must be free from all tobacco products (including but not limited to cigarettes, cigars, pipes, chew, snuff, patch and/or gum), at least six months prior to applying for this position.
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 consistently recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeorgiaPower.com and connect with the Company on Facebook ( Facebook.com/GeorgiaPower ), Twitter ( Twitter.com/GeorgiaPower ) and Instagram ( Instagram.com/ga_power ).
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.
Job Field: Sales & Marketing
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Atlanta
Operating Company: Georgia Power Company
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)
241 Ralph McGill Blvd. NE
Req ID: GPC2007611
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