Specialist I, II, Sr., Customer Engagement -Athens

Customer Engagement Specialist (Exempt 3-5)

50% Energy Assistance Customer Support

50% Region Support

Location : This position will be assigned report to either of the following regions within the state of GA :

Athens

Position Overview :

The Customer Engagement Specialist acts as the liaison between Customer Care, Region External Affairs, and Distribution, delivering comprehensive customer service and analytical support to both internal and external stakeholders. This role addresses service requests from residential and non-managed commercial and industrial customers, including high bill inquiries, billing or payment issues, payment arrangements, and rate analysis. Additionally, the specialist promotes energy efficiency, affordability, and demand-side management programs to enhance customer satisfaction and loyalty. The team ensures the successful execution and implementation of customer service projects and initiatives.

This position will also serve as an ambassador, key community leader, and influencer across various company domains, including energy assistance, energy efficiency, and statewide customer service. They support efforts to tackle affordability challenges by raising awareness and encouraging the use of our programs, products, and services designed for residential and commercial customers.

Major Job Responsibilities

• Provide front & back-office support to customer care organization
• Calibrate with our business partners to assist them with nurturing strategic partnerships with external organizations, including non-profits, government agencies, and community groups, to support securing funds and support for customers in need.
• Communicate awareness and education with internal and external customers concerning energy assistance, efficiency and make recommendations for product and services
• Resolve complex credit and billing inquiries, investigate, and resolve high bills, analyze customer credit status, quote amount due, offer solutions, and assist with payment arrangements for past due bills, final bills, and returned checks.
• Effectively communicate customer concerns and demonstrate the ability to handle our customers or organizations escalated inquiries expeditiously and completely.
• Conduct rate analysis for small medium businesses and unmanaged accounts
• Review call center adjustments, emails, and service orders to ensure accurate resolution of high bills, demands, mixed meter issues, etc.
• Facilitate periodic internal customer listening sessions to address customer needs
• Assist customer care in fulfilling region related activities
• Provide storm support which may include some overnight and weekend work

Job Requirements

Other Job Considerations