Customer Care Associate (Call Center)

Location: Birmingham, AL or Montgomery, AL

Summary of Duties

We are seeking highly dependable, self-motivated individuals who possess excellent customer service skills and can work in a call center team environment.  Primary job responsibilities will include assisting customers with inbound emergency, service order, payment arrangement and account inquiry calls; promoting and selling products and services; as well as calculating and making bill adjustments. The Customer Service Center operates on a 24/7 schedule, and shift work is required which may include weekend and overnight shifts. This position is subject to on-demand coverage for emergencies and power outages, which may require weekend and overnight work outside of scheduled shift.

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 and Duties

• Provide exceptional and professional customer service to customers while receiving inbound calls
• Effectively handle customer request, inquiries, and complaints
• Utilize tools and resources to achieve first call resolution
• Process service orders and payment arrangements
• De-escalate situations involving dissatisfied customer, offering patient assistance
• Document all necessary call information according to quality assurance guidelines
• Promote and sell varies products and services
• Educate customers on energy efficiency tips
• Meet Incoming Call Availability and Schedule Adherence goals 
• Work occasional Call-out duty during unexpected spikes in call volume or power outages

 Education and Experience

• High school diploma or equivalent
• A minimum of 3 years of experience in a call center OR a minimum of 5 years working in a customer service environment preferred. 
• Product Sales and/or Marketing experience is a plus

Skills, Abilities and Behaviors

• Excellent oral and written communication skills: Able to speak and write in a clear and concise manner that is understood by others; 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.
• 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. 
• 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.  

Additional Requirements

• Must pass the CSR Assessment
• Must reside within one-hour drive time of Birmingham, AL or Montgomery, AL
• Available to work rotating shifts and standby on-call duty
• Ability to work in a team environment
• Exhibits Our Values: Safety First, Unquestionable Trust, Superior Performance, Total Commitment

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