Customer Service Representative (Metro Central)

Southern Company - Birmingham, AL

Full-time - Entry Level

Birmingham, AL

Utilities

About the position

The Customer Service Representative position at Alabama Power serves as the initial point of contact for customers, whether they are visiting the local business office or reaching out through telephone or online inquiries. The successful candidate will be responsible for a variety of tasks including handling cashier responsibilities, addressing bill inquiries, processing applications for service, managing non-pay reconnects, arranging payment plans, and making billing adjustments. Additionally, the representative will promote various products and services offered by Alabama Power. A strong understanding of collection procedures is essential, as is the ability to engage with the public in a courteous and tactful manner. The ideal applicant should be customer service-oriented, possess a positive attitude, and demonstrate excellent communication skills. The role requires flexibility, as the representative must be available to work both in the business office and the customer service call center.

Responsibilities

• Receiving and greeting customers in the local office and/or over the phone or online
• Processing payments and balancing cash funds
• Posting payments in CSS, processing Item 14 payments, daily balancing cash drawer and kiosk
• Assisting customers with electrical service issues
• Connect/disconnect service, assessing deposits, outdoor lighting request, outage reporting, rate selection
• Responding to customers with billing or collection inquiries
• Final bill collections, high bill explanations, payment arrangements, special agreements set-ups, transfer payments, issuing various meter investigation orders
• Promoting and selling Alabama Power Company products and services
• Budget billing, flat bill, EFT, paperless billing, electric water heater conversions, All Connect transfers, Agency Assistance portal, landlord portal, OCC
• Assisting customers with program requests
• Bill extender, summary billing, SSI, text messaging enrollments (billing and outage alerts)
• Educating customers on ways to avoid/address service or payment issues in the future
• Understands the meter reading process and billing cycle
• Assisting with merchandise sales
• Representing Alabama Power Company to customers in a positive manner

Requirements

• Proven customer service experience
• Cash handling experience preferred
• Collection experience preferred
• Customer focused and excellent interpersonal skills
• Ability to work well with internal and external customers
• Strong analytical and problem-solving skills
• Ability to build and maintain relationships with customers and co-workers
• Excellent time-management, planning, and organizational skills
• Team player with ability to effectively interact with others to achieve success
• Understanding of Customer Service Code of Conduct and Code of Ethics
• Must be able to successfully complete all required testing for this position

Benefits

• Competitive Pay
• Excellent benefits packages which includes Medical and dental coverage
• Defined Pension/Cash Balance Benefit Plan
• Performance-sharing plan
• 401(k) plan with a generous company match
• Bonus opportunities
• Tuition Reimbursement