The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Representatives within a single local business office. This role ensures high‑quality customer service delivery, accurate customer transaction processing, and compliance with all operational, financial, and regulatory requirements. The supervisor is also accountable for completing and validating operational SOX reviews to ensure full compliance with established internal controls as well as compliance assessment completion and support. Availability for storm support, including after-hours availability as needed, is required. The Customer Service Supervisor will also play an integral role in ensuring customer service employees are highly proficient in and fully utilizing Service Cloud to support business readiness criteria ahead of C2M implementation.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )

Education & Experience

College degree is highly preferred
Experience in Service Cloud, CSS, iNovah, billing processes, customer service standards, and daily office operations is highly preferred
Strong understanding of MPC Rules Governing Electric Service.
Experience in performance management or coaching/supporting non‑exempt employees is preferred.
Experience in SOX compliance, internal controls, and/or customer transaction assessments is ideal.

Skills and Knowledge

Demonstrate clear commitment to Service Cloud utilization through personal usage and promotion within the team
Extensive knowledge of CSS
Comprehensive knowledge of customer service standards, policies, procedures, and best practices
Broad knowledge of company operations and customer-impacting business functions including billing adjustments, collections, payment processing and electric service inquiries
Ability to effectively manage and lead through a broad spectrum of business and employee needs including oversight of daily office functions for cash handling and customer support.
Demonstrate excellent interpersonal skills and seasoned judgment
Demonstrate timeliness and confidence in decision-making with a strong focus on balancing employee, customer, and business needs
Exceptional oral and written communication, evaluation, and analytical abilities
Ability to collaborate, provide direction, and interpret and apply policies/procedures effectively and consistently

Behavioral Attributes:

Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
Cultivate a culture that is inclusive and ensures employees feel supported and valued for their contributions
Ensure consistent application and enforcement of company and business policies and procedures to maintain a fair and compliant work environment
Lead by example
Serve as a change agent to support employees through go-live and C2M conversion activities and beyond
Consistently set and maintain high performance standards for yourself and the team
Build trust and credibility across the team by maintaining a people-focused leadership style that balances both employee and business needs
Consistently contribute to team and organizational success by prioritizing and closing personal skill gaps to more effectively support the needs of the team
Maintain a high degree of self-awareness and be recognized as a credible and approachable resource for employees needing assistance with customer scenarios
Remain calm and decisive in managing crises or emergency situations, ensuring the safety and well-being of employees and customers

MAJOR JOB RESPONSIBILITIES:

Oversee day‑to‑day operations and workflow to ensure smooth and efficient service delivery.
Provide leadership that emphasizes coaching, development, and performance growth for non‑exempt Customer Service Representatives, fostering a culture of learning and accountability that empowers Customer Service Representatives to deliver world-class service and reach their full potential.
Oversee and ensure accuracy and compliance in all customer payment transactions and cash management processes.
Review and document SOX compliance reviews.
Provide support in escalated customer issues and resolve complex inquiries, including PSC and BBB inquiries.
Provide support during storm events or emergency operations.
Work closely with all leaders within Customer Care to ensure team efforts are aligned in support of departmental goals and properly support employee needs
Remain calm and decisive in managing crises or emergency situations, ensuring the safety and well-being of employees and customers

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: 19183

Job Category: Customer Service

Job Schedule: Full time

Company: Mississippi Power

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