March 29, 2024
Electric Energy Jobs

Customer Care Associate

Organization:
Alabama Power Company
Region:
United States, Alabama, Birmingham
End of contest:
December 23, 2019
  This job posting has expired
Type:
Full time
Category:
Customer service
Description
Requisition Number:  APC2005866

Description

Alabama Power is looking for professional, service-oriented individuals for future training classes!

In anticipation of future hiring needs, we would like to take the opportunity to share information regarding future openings and to learn more about you as a potential candidate. You may experience a delay in being contacted about a specific opening.  Pre-employment testing will be scheduled as needed, so please keep your contact information updated.

This position will be located at the Alabama Power Company Customer Service Center in Birmingham, Alabama. The Customer Care Associate handles telephone inquiries from customers relating to requests for electric service, payment arrangements, service interruptions, reconnections, service rates; promotes and sells products/services; calculates and makes bill adjustments.  The Customer Service Center operates from 7:00 AM - 9:00 PM, Monday - Friday, with 24/7 coverage for emergency call-out situations (this job will require weekend/outage coverage).

Additional premium pay incentive may be offered to the successful candidate with bi-lingual (English/Spanish) speaking ability.  

Responsibilities:

  • Providing exceptional customer service to customers while receiving inbound calls
  • Assisting customers with electrical service issues
  • Assisting customers with program requests and emergency calls
  • Effectively resolving customer billing inquiries during the initial contact
  • Responding to collections inquiries
  • Providing written responses to on-line customer inquiries
  • Promoting Alabama Power Company products and services
  • Educating customers on ways to conserve energy usage, avoid/address service or payment issues in the future
  • Representing Alabama Power Company to customers in a positive manner  

 Education 

  • Associate degree or higher in Business related field or Information Technology preferred

Experience

  • 2 or more years customer service experience in a service industry preferred

  • 2 or more years of experience selling products and/or services via phone preferred

Requirements:

  • Must live within a 50 mile radius of your work location

  • Available to work rotating shifts and standby on-call duty

Knowledge, Skills, and Abilities:

  • Excellent oral and written communication skills: Able to speak and write in a clear and concise manner that is clearly understood by others, and to use correct grammar, spelling and word usage.
  • Excellent computer skills: Able to use a computer to find or change information in a program or file.  Knows or can learn how to use basic software applications, such as word processing, e-mail, spreadsheets, web browsers, or organization-specific software.
  • Technology: Ability to provide written responses, respond to customer inquiries online
  • Taking Initiative: Taking needed action at work without being asked.  Taking the lead in performing tasks or promoting new ideas or work methods.  Demonstrating a sense of urgency.
  • Dependability: Showing up at work on time. Beginning your shift on-time and able to work extended hours as needed
  • Time management: Willing and able to manage the completion of work tasks or projects on time without needing to be continually monitored or reminded by others.  Working well in situations that require quick performance and fast turnaround.
  • Team player: Willing to work with others in a team setting.  Works toward team goals.   Cooperates with others and offers help when needed.
  • Customer focused: Doing what it takes to meet or exceed (internal or external) customer expectations.  Responding appropriately to customer needs or requests.
  • Providing Accurate and Thorough Information: Accurately and completely answering customers' questions and issues.
  • Learning and Following Procedures: Ability to learn rules and guidelines on the job and apply these to a specific job or task.
  • Demonstrating Collections Ability: Effectively working with customers to collect past due payments, late fees, and other related charges in the most efficient way possible, while still balancing customer service requirements.
  • Managing and Controlling Calls: Keeping call times low while fully resolving the customer's issues.  Effectively managing the flow of a call, and tactfully bringing the caller "back on track" as necessary.
  • Taking Ownership: Taking responsibility for completing job tasks and resolving all customer issues/questions on the first call.  Being willing to take on and complete new tasks.  Owning up to mistakes and following through with corrective actions.
  • Establishing and Maintaining Rapport: Making a connection with customers.  Being friendly and supportive. 
  • Demonstrating Empathy: Understanding and being sensitive to customers' feelings, thoughts, and experiences.
  • Handling Sedentary Work: Working well in situations that require sitting for long periods of time.  

  Other Attributes: 

  • Ability to work in a team environment 
  • Exhibits Our Values: Safety, Unquestionable Trust, Superior Performance, Total Commitment

Read the full posting.

Contact

Alabama Power Company

600 N 18th St

Birmingham

Alabama United States

www.alabamapower.com


 From the same category : customer service