Customer Service Representative

Job Title

This position will act as the initial contact with the customer, whether in the local business office or through telephone or online inquiries.

The successful candidate must be able to handle cashier responsibilities, bill inquiries, applications for service, non-pay reconnects, payment arrangements, billing adjustments, and promote products and services. The successful candidate should be knowledgeable of collection procedures. They must have the ability to engage with the public in a tactful and courteous manner. Applicant should be customer service oriented and must have a positive attitude, good communication skills, and possess strong initiative.

The base salary range for this position is $43,000 - $44,500.

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

Experience

• Proven customer service experience
• Cash handling experience preferred
• Collection experience preferred

Knowledge, Skills & Abilities

• 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

Required Test

• 00126 - CSR-MH (Customer Service Assessment)

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

This position will be located at the Tuscaloosa Business Office. May be required to travel between Northport and Reform offices when needed.