Our team of Customer Service Representatives handle more than 10,000 calls a month. We assist customers Monday-Friday 7 a.m. – 7:30 p.m. and provide 24/7 support for emergencies. Some weekends and holiday work will be required. Our team is the best in class at helping our customers during major storms. We value our customers and are looking for team members that will deliver solutions to meet their specific energy needs. Our culture is founded on relationships, empathy, and loyalty. Skill development, coaching and mentoring are also paramount to our culture. Our employees are trusted to be creative and innovative to achieve customer and operational excellence. On a typical day, our consultants can have a conversation with customers about starting, stopping, or transferring their service, discussing payment options, offering personalized energy-related products and services, report emergency situations, and other general inquires. **We are seeking candidates who are:** + Excited to be a part of a team + Enjoys working in a fast-paced work environment + Naturally curious and take pride in resolving issues + Kind and efficient + Empathetic and resourceful + Willing to make important decisions + Excellent at figuring out solutions to problems + Dependable + Self-aware and have the drive to take ownership of their career **What you’ll be responsible for:** + Explaining billing issues and understanding common causes of high bills + Initiating transferring and disconnection of electric service while offering products and services that meet our customers’ needs + Discussing general customer inquires + Educating customers about their energy usage + Assisting customers with setting up payment arrangements through our self-serve channels + Diagnosing trouble with electric service and reporting dangerous or hazardous situations **Functional Expertise:** + Answer complex billing inquiries, investigate high bills, quote amount due, and offer solutions + Process service orders + Respond to service policies and rate questions + Update and maintain customer personal identifiable information + Adhere to established policies, procedures and quality standards for work performed + Coordinate work requests with appropriate departments and service centers + Report service disruptions (i.e., system outages and technical issues) + Effectively transfer misdirected customer requests to appropriate department + Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking + Determine documentation requirements + Provide information related to outside assistance and other options **Availability and Confidentiality:** + Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons + Must be able to work required overtime and fulfill on-call obligations + Maintain working knowledge of all company products and services + Responsible for maintaining the security of customer records **Engagement:** + Participate in activities designed to improve customer satisfaction and business performance. + Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels + Manage peer relationships **Driving Results:** + Accountable for meeting individual performance objectives consistently + Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction + Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed. If you enjoy delivering excellent customer service to customers with high expectations, apply now! You will gain skills and grow your career with one of the Southeast's largest and most well-respected employers. We provide exceptional training programs, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service. **Mississippi Power** , a subsidiary of Southern Company, provides clean, safe, reliable, and affordable energy to more than 192,000 customers and communities in 23 southeast Mississippi counties. In its 98th year, Mississippi Power is a leader in customer service, workforce development and education, environmental stewardship, and employee volunteerism. The company is an industry leader when it comes to working safely, providing around-the-clock reliable service and its expert storm response. Mississippi Power has been at the forefront of innovation in the state through strategic partnerships in electric transportation and solar energy. The company has worked with the Coast Transit Authority to put the state’s first electric public transportation bus in operation and with Forrest County Agriculture High School on the state’s first electric school bus. It also partnered with the Hattiesburg Zoo on a new electric train and worked with the country’s largest Domino’s franchise to electrify its delivery fleet. Also, a leader in renewable energy, Mississippi Power partnered with the Naval Construction Battalion Center to install the first microgrid at a Navy facility. The company was among the first to introduce utility scale solar in the state with nearly 160 MW of renewable energy produced, enough to power 23,000 homes for a year. Mississippi Power’s mission is to provide world-class value to our customers and communities every day. Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial 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 infrastructure company 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 our customers’ and communities’ needs while advancing our commitment to net zero 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 and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. 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. Job Identification: 9689 Job Category: Customer Service Job Schedule: Full time Company: Mississippi Power