Customer Engagement Specialist

Customer Engagement Specialist – Savannah, GA

Company: Georgia Power Company
Work Location: Savannah, Georgia
Job Level: Exempt 3–5

Work Location and Territory Requirements

This position is based in Savannah, Georgia and supports customers and communities throughout the Southeast region, including Chatham, Bryan, Liberty, Long, and Tattnall County.

The successful candidate should live within the Savannah region and be able to travel throughout the assigned counties. Relocation assistance is not available for this position.

Position Summary

Georgia Power is seeking a customer-focused, adaptable, and collaborative Customer Engagement Specialist to support customers and communities throughout the Savannah territory.

The Customer Engagement Specialist serves as a liaison across Region External Affairs, Distribution, Customer Care, and other business partners, providing comprehensive customer service, analytical support, and project support to internal and external stakeholders.

This is a customer support role that requires flexibility and the ability to support a variety of customer-focused projects and business initiatives. Responsibilities and assignments may evolve based on customer needs, business priorities, and operational requirements. The successful candidate must be comfortable managing multiple priorities, working across functional areas, and providing support where needed to help the business deliver a consistent and positive customer experience.

The role supports residential and non-managed commercial and industrial customers, including addressing affordability concerns, high-bill inquiries, billing and payment issues, payment arrangements, and other complex customer needs.

Key Responsibilities

• Provide direct customer support and resolve complex customer concerns involving billing, credit, payments, high bills, affordability, payment arrangements, and other service-related issues.
• Support a variety of customer projects, programs, and business initiatives based on evolving customer and business needs.
• Collaborate across Customer Care, Region External Affairs, Distribution, and other business areas to provide a seamless, one-company customer experience.
• Increase customer and community awareness and understanding of energy assistance, affordability, energy efficiency, and other company programs, products, and services.
• Contribute to the successful implementation of customer service initiatives and key company priorities.
• Research, analyze, and resolve escalated customer inquiries thoroughly, professionally, and with a sense of urgency.
• Facilitate customer listening sessions and other engagement opportunities to better understand and respond to customer and community needs.
• Collaborate with internal business partners to identify opportunities and develop strategic relationships with nonprofit organizations, government agencies, community groups, and other organizations that provide resources and support to customers.
• Proactively build and cultivate relationships throughout the assigned territory by engaging with customers, community organizations, business partners, and other key stakeholders. The successful candidate is expected to be visible and actively engaged in the communities we serve, representing Georgia Power at customer meetings, community events, presentations, outreach activities, and other engagements.
• Effectively manage multiple customer needs, projects, assignments, and deadlines while adapting to changing priorities.
• Analyze customer and business information, identify appropriate solutions, and communicate effectively with customers and business partners.
• Provide storm support, which may include overnight and weekend work.

Education/Experience

• Bachelor’s degree preferred but not required. 

• Relevant experience in community service, community engagement, outreach, nonprofit, government, social services, or other customer- and community-focused work is preferred. 

• Experience working with community organizations, agencies, or programs to connect individuals and families with resources, services, or support is preferred.

Qualifications, Skills, and Experience

• Demonstrated experience in customer service, customer support, account management, community engagement, or relationship management, including resolving complex or escalated customer concerns.
• Strong communication, analytical, critical-thinking, and problem-solving skills, with the ability to communicate effectively with customers and stakeholders.
• Demonstrated ability to proactively build, cultivate, and maintain relationships with customers, businesses, community organizations, and other key stakeholders.
• Ability and willingness to be visible and actively engaged throughout the assigned territory, including participating in customer meetings, community events, presentations, and outreach activities.
• Ability to work independently, demonstrate initiative, and effectively manage multiple customer needs, projects, assignments, and changing business priorities.
• Demonstrated ability to collaborate across departments and functional teams to support customer and business objectives.
• Proficiency with Microsoft Office applications; experience with CRM, billing, customer-support, or data/reporting systems preferred.
• Experience with project coordination or project management is preferred.
• Utility industry experience or knowledge of energy assistance, affordability, energy efficiency, or community-based customer programs is a plus but not required.
• Experience with Georgia Power systems and tools, such as Service Cloud, C2M, and Power BI, is preferred but not required.

Other Job Considerations

• Must maintain confidentiality regarding customer accounts and other sensitive information.

• Frequent travel throughout the assigned territory is required. 

• Must be available to work outside normal business hours when customer or business needs require it, including nights and weekends.
• Storm support is required and may include overnight and weekend assignments.
• Must demonstrate Southern Company values: Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.