Description Social Media Specialist Location: Georgia Power Corporate Headquarters JOB SUMMARY: The Social Media Specialist is a member of the Georgia Power Company E-Business team whose primary responsibility is to monitor and respond to Georgia Power customers who contact the Customer Care Center via social media platforms. This will include the following: running reports and monitoring KPI\u2019s to meet operational goals, working with IT and other departments to maintain systems and support, and working with Corporate Communications to deliver one voice within the social media channel. JOB REQUIREMENTS: Education and Job Experience: Bachelor\u2019s degree is preferred Minimum of two years in a social media position required Comprehensive knowledge of Sprinklr social media platform Experience within a Customer Service environment desired Prior leadership experience desired Previous experience in a corporate communication role desired Knowledge, Skills, & Abilities Thorough knowledge and experience using the Sprinklr social media platform Exceptional verbal and written communication skills with excellent grammar and high attention to detail Excellent listening skills with the ability to empathize with customers, effectively reduce tension, and manage conflict Strong computer knowledge and exceptional typing skills Comfortable learning to use new software tools, audio and visual equipment and other technologies. Ability to understand customer needs and leverage existing technologies to create solutions that best meet these needs Ability to demonstrate the customer service behaviors that provide World Class value Strong problem solving and decision-making skills with the desire to do what it takes to meet customer needs Understanding of media relations issues, company positions, online customer care initiatives and promotions Ability to represent the Georgia Power brand at all times in a professional manner to ensure a positive and consistent customer experience Confident working as an individual team member with limited supervision Ability to resolve customer requests effectively while knowing when to refer complex issues to leadership when necessary Comfortable in a fast-paced environment which requires constant multi-tasking and prioritization Knowledge of social media in a business environment, including the importance of messaging and reputation management Ability to manage through change, remaining flexible to transforming roles and adapting to organizational and process changes needed to support the evolution of our digital channels. Observe Safety Excellence at all times Behavioral Attributes Must demonstrate ability to lead by example Must possess self-confidence, self-reliance and trust in their own instincts and abilities to make sound business decisions Must be able to work in a team environment Ability to communicate essential information in a timely manner Adapts well to a changing environment Takes ownership and exhibits strong initiative Positive and enthusiastic attitude MAJOR JOB RESPONSIBILITIES: Effectively address and resolve customer requests\/inquiries made through social media channels and meet operational goals. Monitor customer sentiment and alert management with large scale changes and\/or disruptions and escalate where necessary Assist in developing and improving policies and procedures for assisting customers through social media Provide operational oversight for social media channels through daily monitoring of KPIs, including service level, response time, customer sentiment and engagement volume. Identify potential opportunities and provide feedback regarding service failures or customer service enhancements Work closely with other organizations to ensure consistency and accuracy of messaging Maintain a keen awareness of key company\/industry topics and recommend topics to Corporate Communications partners based on customer engagement in Social Media and other Customer Service Needs Stay abreast of best practices in the social media customer care space and implement where necessary Assist in creating the company\u2019s policy, procedures and rules of engagement for social media spaces in regard to customer service Where possible, act as the last stop for escalated customer issues on social media Maintain channel and brand voice consistency Commit to being available for Georgia Power storm emergency restoration duties: \u201con-call\u201d and \u201ccall out\u201d duties as required by channel demands including occasional time required outside of standard \/scheduled work hours Partner with peer Social Media Specialist to provide overall leadership for social media response during storms and conduct quality monitoring Coordinate knowledge base articles for social media Create and deliver training, and provide on-going coaching and support to key partners: Coordinate and lead group tours of the Social Media Center Serve as a back-up resource for other team members including chat responsibilities and other customer service duties Support Social Media Response for Nuclear Response drills Participate and\/or lead special projects to support the growth of our digital channels Maintain regular attendance with limited number of occurrences Georgia Power is an investor-owned, tax-paying utility that serves 2.25 million customers in all but four of Georgia's 159 counties. The largest of four electric utilities that make up Southern Company, Georgia Power, has been providing electricity to Georgia for more than a century at rates well below the national average. Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com at http:\/\/www.southerncompany.com\/ . 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. #LI Job Field: Customer Service Job Type: Standard
Website : http://www.southerncompany.com
Southern Company is one of the largest energy providers in the United States. Based in Atlanta, Ga., Southern Company owns electric utilities in four states (Alabama Power, Georgia Power, Gulf Power and Mississippi Power) and a growing competitive generation company.