Southern Company Human Resources Specialist (Customer Service) in Atlanta, Georgia

Human Resources Specialist (Customer Service)


The HR Service Center provides an array of transactional and administrative HR services for executives, managers, employees, retirees, and vendors. The HR Specialists work closely together to answer, research, and respond to inquiries primarily received through direct phone contact as well as email, chat, regular mail and fax. Responsibilities include high-touch, telephone customer service and back office support of health, welfare, defined benefits, defined contribution and supplemental benefit plans at Southern Company, interpretation of policies and procedures, support of all HR technologies, process HR transactions in PeopleSoft (SHIPS), tuition reimbursement program administration, employee learning administration, managing personnel files and responding to legal requests.



  • Successful completion of identified aptitude test, not limited to (SASS)

  • Bachelor's degree in HR or Business preferred

  • CEBS, PHR, etc. certification preferred


  • Minimum of 2 years experience in service center environment

  • Minimum of 3 years experience with working knowledge in:

  • Health & Welfare plans

  • Defined Benefit plans (Pension)

  • Defined Contribution plans (Employee Savings Plan)


  • Federal and State Legal and Tax Agencies including HIPAA, COBRA, Medicare, IRS, and Social Security

  • Experience with case management systems a plus

Knowledge, Skills and Abilities:

  • Ability to work proficiently in HR Systems and software (PeopleSoft/SHIPS, Case Management System, and Microsoft Office)

  • Must possess excellent organizational skills with the ability to organize data and facts with strong attention to detail and can handle a high pressure/high stress environment.

  • Excellent interpersonal and communications skills with the ability to convey information in a manner that is compelling and convincing

  • Ability to develop creditability and trust within a short period of time with customers, partners and peers

  • Manage multiple high-profile initiatives simultaneously without loss of composure while continuing to fulfill other job-related tasks

  • Ability to handle multiple priorities simultaneously on work that is complex and varied in nature without sacrificing quality

  • Ability to perform routine repetitive tasks while maintaining superior quality

  • Ability to work cohesively in a team environment

  • Excellent verbal and written communication skills

  • Proven customer service and phone etiquette

  • Demonstrated strong attention to detail and accuracy

  • Ability to communicate with all audiences including employees, managers, executives, vendors, and non-employees

  • Ability to interpret, analyze, and communicate aspects of various benefit plans

  • Ability to serve as the liaison between participants and outsourced benefit providers

  • Ability to excel in a customer-oriented HR Service Center handling customer calls

  • Demonstrated analytical and problem solving skills


  • Interpret and answer inbound customer inquiries by researching information from various data repositories and determining appropriate response

  • Complete requests in multiple HR systems, retrieve answers from various sources and document requests in the Case Management System

  • Provide advocacy support to employees regarding company sponsored benefit plans

  • Research, analyze and resolve data issues and make corrections as needed

  • Administer the tuition reimbursement program, as well as queries and reporting

  • Research, analyze and resolve time off escalations and process STARS adjustments/corrections

  • Respond to subpoenas and internal requests (Corporate Security, Workplace Ethics, etc.) for documents or employee information

  • Process and administer all leave-of-absence requests and disability paperwork: FMLA.

  • Effectively interpret FMLA and ADA implications as they relate to leaves of absences/disabilities.

  • Provide ongoing feedback to Corporate HR departments on policy, plan and program design as needed to clarify HR products and services

  • Research, resolve and respond to employee questions and concerns related to health and welfare, pension, employee savings plan and supplemental benefit plans

  • Provide benefit plan interpretation for employees, managers and HR Business Consultants

  • Understand and interpret benefit policies such as ERISA, FMLA, COBRA, ESP, etc.

  • Assist with the open enrollment process

  • Administer non-qualified retirement plans

  • Perform administrative duties for supplemental benefit plan including manual calculation of contributions, setting up distribution payments and maintaining participant tracking reports

  • Research and calculate pension service time to resolve employee issues

  • Provide benefits overview at new hire orientations

* Candidate must live within a reasonable commuting distance to Metro Atlanta area OR be willing to immediately relocate at their own expense. No relocation assistance is available .

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries. Southern company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at at .

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: Human Resources

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Services

Job Type: Standard

Travel (Up to...): No

Union Covered: No

Work Location(s):

Southern Company Headquarters - 30 Ivan Allen Jr. Blvd. NW (30ATLANTA)

30 Ivan Allen Jr. Blvd. NW

Atlanta, 30308

Req ID: SCS2007818