Customer Service Representative

Our team of Customer Service Representatives assists customers Monday-Friday 7 a.m. – 7 p.m. (subject to change based on the needs of the business). We also provide 24/7 support for outage and emergencies. Our team is the best in class at helping our customers during major storms. As such, weekends and holiday work will also be required as needed to support storm restoration and emergency activities. We value our customers and are looking for team members that are committed to delivering world-class value in each customer interaction.

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 take pride in serving our customers and communities and expect our team members to do the same. If you are honest, dependable, and excel in serving others, you will find this role fulfilling and impactful.

We’re looking for candidates who are:

- Excited to be a part of a team

- 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 and possess the resilience to work diligently, even in challenging circumstances

- 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

- Discussing rate options and educating customers about their energy usage

- Assisting customers with setting up payment arrangements through our self-serve channels

Functional Expertise:

- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and educate customers on payment options

- Process service orders

- Respond to service and rate questions as well as billing inquiries

- Update and maintain customer Personally Identifiable Information (PII)

- Adhere to established policies, procedures and quality standards for work performed

- Report service disruptions (i.e., system outages and technical issues)

- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking

- Clearly document all customer interactions

- Accountable for consistently meeting individual performance metrics including call handling and call quality expectations

Business Acumen:

- 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

- Manage peer relationships in a manner that supports trust and teamwork

If you are dedicated to delivering excellent customer service to customers with high expectations, we encourage you to apply. We provide training, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.

This position is located in Gulfport, MS and on-site reporting is required.

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. For over 100 years, 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 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 solutions provider 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 customers' and communities' needs while advancing our goal of net-zero greenhouse gas 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 has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. 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: 13890

Job Category: Customer Service

Job Schedule: Full time

Company: Mississippi Power