Position Summary
This position is responsible for enhancing the customer experience and company's relations with commercial and industrial customers in a call center environment. The responsibilities include but are not limited to the following: improving customer satisfaction and increasing sales. The specialist must provide solutions to customer issues and requests while maintaining a professional demeanor. Other requirements include: have a strong understanding of CSS and Customer Service Standards with the ability to apply them appropriately, be able to provide informative billing consultation and commercial rates application advice and be able to deliver basic energy efficiency advice to customers. The successful candidate must be knowledgeable of commercial billing components and the service order life cycle, and be able communicate expectations to customers. Specialists must be able to coordinate efforts between our team managed partners to deliver quality and timely service. Our Specialists are expected to achieve qualitative and quantitative goals (including customer satisfaction, quality, productivity, and sales). Specialists are also expected to be on call to assist with power outage calls.
Job Experience and Education
A minimum of 5 years customer service experience
Sales and/or Marketing experience
Extensive knowledge of CSS
In-depth knowledge of Customer Service Standards
Broad knowledge of company operations
General knowledge of accounting practices
General knowledge of rates and the regulatory process
Knowledge, Skills and Abilities
Must be able to identify qualified sales opportunities
Excellent oral communication skills
Excellent written communication skills
Strong interpersonal/ people skills
Ability to comprehend technical concepts and process information logically
Demonstrated decision making ability
Ability to work with minimal supervision
Demonstrated ability to provide excellent customer service
Effective problem-solving ability
Ability to maintain a controlled demeanor, composure and objectivity when confronted with difficult issues
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
Alabama Power provides safe, reliable, and affordable electricity to 1.5 million customers across the lower two-thirds of Alabama.
For more information, visit www.AlabamaPower.com and connect with the company on Facebook (Facebook.com/AlabamaPower), Twitter (Twitter.com/AlabamaPower), LinkedIn (Linkedin.com/company/alabama-power), and Instagram (Instagram.com/alabamapower).
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers' and communities' needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 6627
Job Category: Customer Service
Job Schedule: Full time
Company: Alabama Power
