About this role
Residential Service Consultant – Customer Care Center
Our Service Consultants handle over 3 million calls per year providing support to a 24/7 business environment. Schedules are based on seniority with periodic weekend and holiday work required. As a part of the Southern Company team, Our Values are paramount and the foundation of our culture. Those values are Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
Delivering an exceptional customer experience is our North Star. We take pride in being best in class when supporting customers. Our culture is grounded in relationships, empathy, and loyalty, with a strong commitment to continuous learning through skill development, coaching, and mentoring.
If you’re self-directed, eager to learn, and driven to deliver outstanding service, this role is for you. In a typical day, our consultants assist customers start, stop, or transfer service; discuss payment options; offer energy-related products; report emergencies; and handle general inquiries. In alignment with our Southern Company values, our customers are the center of everything we do. They count on us; therefore reliability, accountability, and a strong work ethic are essential.
What We Look for in a Service Consultant:
- Excited to be part of a collaborative team and contribute positively to shared goals
- Demonstrated customer service experience with ability to communicate with efficiency and empathy
- Demonstrate resourcefulness and sound judgment, leveraging tools and information to deliver outcomes that align with customer needs, policies, and business objectives
- Dependable, resilient, with ability to perform under pressure
- Comfortable working in a fast-paced, metric-driven call center environment
- Ability to listen, be self-aware, adaptable, and motivated to grow
Key Responsibilities & Functional Expertise
- Explain billing issues, investigate high bill concerns, discuss rate options; educate and offer efficiency actions that promote affordability
- Start, stop and transfer electric service while promoting relevant products and services
- Assist with payment arrangements through self-service tools and handle complex credit and billing inquiries
- Troubleshoot electric service issues, report hazardous situations, and coordinate work requests with internal departments
- Prepare and process emergency and priority orders, meter changes, and other service requests
- Protect, document and maintain accurate customer records
- Track and report non-emergency service activities, including errors, complaints, and call trends, to support continuous improvement
Business Acumen:
- Work effectively in a 24/7 environment with changing shifts based on business needs
- Fulfill overtime and on-call obligations
- Maintain comprehensive knowledge of company products and services
- Protect customer data and identify process improvement opportunities
Training, Tenure & Work Location
- The selected candidate will complete an 6-8 week in person training program at the Customer Care Center in McDonough, Georgia
- To support skill mastery, stability, and operational consistency, successful candidates are expected to remain in the Service Consultant role for a minimum of 12 months.
- Following training, remote work and flexible scheduling opportunities may be available based on demonstrated proficiency, performance, attendance, business needs, and management discretion. Remote work is not guaranteed
- Candidates must live within one hour commuting distance of the Customer Care Center, 2500 Patrick Henry Parkway, McDonough, GA 30253
Pay & Benefits
- Starting pay for all new hires is $21.46 per hour ($44,636 annually). All candidates receiving offers are hired at the same rate regardless of prior experience, and the rate is nonnegotiable
- In addition to competitive pay, employees are eligible for a comprehensive benefits package that includes retirement plans, savings and financial wellness accounts, medical and dental coverage, and other health and wellness benefits. Employees may also be eligible for annual incentive or bonus opportunities based on company and business performance
Employment Requirements
- Employment is contingent upon successful completion of pre-employment requirements, including drug screening and applicable background checks