Customer Services Supervisor - Bilingual Team
Description
Customer Services Supervisor (Bi-lingual Team) Customer Care Center, McDonough, GA
Job Summary
The bilingual customer services supervisor leads, coaches, trains, inspires and motivates a team of up to 16 bilingual service consultants. This team handles more than 10,000 calls per month and are available to assist customers Monday – Friday, 8am – 6pm. With general inquires.
This position will be on-call on a rotational basis for 24/7 emergencies and participate in storm restoration efforts which may require after hours and weekend support.
We value our customers and partner with them to deliver solutions that meet their specific energy needs. Our highly engaged teams are focused on building relationships, trust, and loyalty.
The successful candidate will also be responsible for helping to maintain a safe work environment, interpreting, and communicating policies and procedures, offering problem resolutions, and participating in strategic initiatives.
Skill development, coaching and mentoring is paramount to our culture. Strengthening the employee-leader relationships creates a culture where employees feel empowered to make decisions and meet the needs of our customers. Our leaders promote a positive and caring work environment and make a personal connection with employees. Individuals will need to be self-motivated, work well with others, possess a positive attitude, and have a strong commitment to safety and customer services. As the leader of the bilingual team, you will assist both Spanish and English-speaking employees and customers.
This position will be filled at a level 5 or 6 Exempt depending on the candidates' experience and qualifications.
The position is in McDonough, Georgia. Candidates must live within a commuting distance to the Customer Care Center. Position is primarily remote with an expectation to attend in person meetings as scheduled.
Job Experience and Education
• Bachelor's degree is preferred
• Previous supervisory experience preferred
• Experience in call center or region operations preferred
Knowledge, Skills & Abilities
• Excellent oral and written communications skills
• Excellent human relation skills necessary to lead, coach, train inspire and motivate employees
• Strong decision-making skills, including the ability to "manage in the grey"
• Sound project management, strategic thinking, and problem resolution skills
• Understanding of performance management and leadership concepts
• Knowledge of GPC policies and procedures
• Working knowledge of the Customer Service System (CSS) and Customer Service Standards
• Ability to interface with individuals at all levels outside as well as within the company
• Ability to foster working relationships with managers, peers, and customers
• Ability to lead and manage continuous change
• Ability to use sound discretion concerning confidential and sensitive issue/information
• Proven ability to be a quick learner and manage in a high activity environment with multi-task requirements
• Monitor and evaluate individual performance of Service Consultants
• Provide day to day direction of CCC activities to ensure goals are met and issues are resolved in a timely and efficient manner
Behavioral Attributes
• Model all aspects of Southern Style: Unquestionable Trust, Superior Performance and Total Commitment.
• Strong focus on Diversity, Equity, and Inclusion. Also, a strong focus on fostering a caring and compassion culture
• Displays high amount of initiative and strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities
• Strong focus on people. Compassionate, caring, but willing to make necessary decisions to improve performance and morale
• Desire and ability for continued career growth
• Demonstrated leadership
• Team player
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
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: Customer Service
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-McDonough
Operating Company: Georgia Power Company
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
CCC Henry Co Customer Care Ctr - 2500 Patrick Henry Pkwy. (2500MCDONOUGH)
2500 Patrick Henry Pkwy.
McDonough, 30253
Req ID: GPC2008886
