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Form of workUnless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.Customer Service Representative (Eastern Division - Pell City or Talladega)
Customer Service Representative - Pell City, AL or Talladega, AL
Job Summary:
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 ableto 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.
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)
Alabama Power provides safe, reliable, and affordable electricity to 1.5 million customers across the lower two-thirds of Alabama.
