Customer Service Representative (Auburn Business Office)
Job Description
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 salary range for this position is $44,500 - $46,000, base. Additional premium pay incentive may be offered to the successful candidate with bi-lingual (English/Spanish) speaking ability.
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, 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
- Representing Alabama Power Company to customers in a positive manner
- The successful candidate will also play a key role in providing exceptional customer support through taking calls supporting the Call Center
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
Location:
- This position will report to the Auburn office.
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 salary range for this position is $44,500 - $46,000, base. Additional premium pay incentive may be offered to the successful candidate with bi-lingual (English/Spanish) speaking ability.
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, 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
- Representing Alabama Power Company to customers in a positive manner
- The successful candidate will also play a key role in providing exceptional customer support through taking calls supporting the Call Center
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
Location:
- This position will report to the Auburn office.
About Southern Company
Southern Company is one of the largest energy providers in the United States. Based in Atlanta, Southern Company owns electric utilities in four states, natural gas distribution utilities 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.
The men and women who work at Southern Company understand that we don’t simply provide a product or service. Clean, safe, reliable and affordable energy is essential to our way of life. More than 100 years ago, our company played a major role in the growth and prosperity of the South – and we continue to play a role today through our support of economic development and our philanthropic efforts. We believe the communities we serve should be better off because we’re there.
Our principal business is to make, move and sell energy. Those are the “whats” of our business. But it’s the “hows” that make us different. The actions of our employees are what truly define us and have earned us a high level of trust among our customers, shareholders and regulators.
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