Customer Service Rep ( Anniston Office)

About the Role

This position serves as the initial contact with customers, whether in person at the local business office, over the phone, or through online inquiries. The successful candidate will handle cashier responsibilities, address billing inquiries, process service applications, manage non-pay reconnects, set up payment arrangements, perform billing adjustments, and promote Alabama Power Company products and services. Knowledge of collection procedures and the ability to engage with the public in a tactful, courteous manner are essential.

Responsibilities

• Receive and greet customers in the local office, over the phone, or online.
• Process payments and balance cash funds:
  • Post payments in CSS and process Item 14 payments.
  • Perform daily balancing of cash drawer and kiosk.
• Assist customers with electrical service issues:
  • Connect/disconnect service, assess deposits, handle outdoor lighting requests, report outages, and assist with rate selection.
• Respond to billing or collection inquiries:
  • Final bill collections, high bill explanations, payment arrangements, special agreements set-up, transfer payments, and issue various meter investigation orders.
• Promote and sell 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, and OCC.
• Assist customers with program requests:
  • Bill extender, summary billing, SSI, and text messaging enrollments (billing and outage alerts).
• Educate customers on ways to avoid or address service or payment issues in the future.
• Understand the meter reading process and billing cycle.
• Represent Alabama Power Company to customers in a positive manner.

Requirements

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

Skills

• Customer-focused with 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 the ability to effectively interact with others to achieve success.
• Understanding of Customer Service Code of Conduct and Code of Ethics.
• Must successfully complete all required testing for this position (Test 00126 - CSR-MH).

Pay

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

Benefits

• Competitive pay.
• 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. This position may also be eligible for additional compensation, such as an incentive program.