Facilities Operations Supervisor - Call Center/Customer Service (Specializing in managing day to day building operations)
** Please Note this is a full-time, ON-SITE position @ 241 Ralph McGill Blvd, Atlanta GA
** Please read the Fleet driving verbiage at the bottom of this job description carefully prior to applying.
Job Summary
The Facilities Call Center Coordinator plays a crucial role in ensuring smooth operations within the Facilities Management department. This position is responsible for overseeing call center representatives, coordinating projects, processing invoices, and managing customer requests. The ideal candidate will possess strong organizational skills, excellent communication abilities, and a proactive approach to problem-solving.
Key Responsibilities
Call Center Operations:
- Supervise and lead a team of call center representatives to ensure efficient handling of incoming calls.
- Monitor call center performance metrics and implement strategies to improve service quality and customer satisfaction.
- Provide training and support to call center staff to enhance their skills and knowledge.
Project Coordination:
- Collaborate with various departments to coordinate facilities-related projects from inception to completion.
- Develop project plans, timelines, and budgets, ensuring all projects adhere to company standards and deadlines.
- Communicate project updates and progress to stakeholders and management.
Invoice Processing:
- Manage the processing and tracking of invoices related to facilities services and projects.
- Ensure accuracy and compliance with company policies and procedures.
- Resolve any discrepancies or issues related to invoicing in a timely manner.
Customer Request Management:
- Serve as the primary point of contact for customer requests related to facilities services.
- Log, track, and prioritize requests to ensure prompt resolution and customer satisfaction.
- Maintain effective communication with customers throughout the request lifecycle.
Reporting and Documentation:
- Prepare regular reports on call center performance, project status, and invoice processing.
- Maintain accurate records and documentation related to all facilities operations.
Qualifications:
- Bachelor’s Degree or Technical Certifications in Business Administration, Facilities Management, or a related field preferred.
- Minimum of 3 years of experience in call center management, facilities coordination, or a similar role.
- 10 years of technical background in mechanical, electrical, and plumbing
- Strong leadership and team management skills.
- Excellent verbal and written communication abilities.
- Proficient in Microsoft Office Suite and call center software.
- Ability to multitask and prioritize in a fast-paced environment.
- Detail-oriented with strong problem-solving skills.
This position has been identified as a role that will require the use of a Georgia Power fleet vehicle. The following will be required if you are selected for this position:
- Must have at least one year of verifiable driving experience (Must hold a valid driver’s license for the class vehicle to be operated. Driving permits are not typically considered a valid driver’s license).
- Must have no revocation of driving privileges within the 36 months prior to application, no convictions of major traffic violations (DUI, hit and run, reckless driving, etc.) within the 12 months prior to application, or any pending charges for a major traffic violation at the time of application.
- Must consent to a continuous monitoring of your Motor Vehicle Record
Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).
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: 16071
Job Category: Facilities & Building Services
Job Schedule: Full time
Company: Georgia Power
