Alabama Power Company · 1 month ago
Rep Sr, Customer Service
Riverdale, GA, United States
Full-time
Onsite
Mid, Senior Level
2+ years expAlabama Power Company is seeking a Senior Customer Service Representative who will serve as an intermediary between agents and the leadership team. The role involves supporting daily operations of a multi-functional customer care center, ensuring compliance with regulations, and providing exceptional service to a large customer base.
Electrical DistributionEnergyLogisticsRetail
Responsibilities
Required to work in multiple jurisdictions across various customer contact channels
Maintain working knowledge of all company products and services
Forward sales opportunities and referrals to sales partners (i.e. rebates, added load and Business Case Authorizations)
Assist in providing feedback to new employees
Coach and deliver feedback to employees
Support Supervisors with assisting ~50 Energy Connection Center and Emergency Response employees
Responsible for maintaining the security of customer records the purpose of this position is to serve as intermediary between the agents and the leadership team
The incumbent is responsible for support of daily operations of multi-jurisdictional and multi-functional customer care center teams of ~50 employees within Southern Co. Gas utilities (regulated and deregulated)
The incumbent is responsible for both marketer and customer contacts, responds to service requests, questions, complaints, and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound marketer and customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 2 million customers
Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators and internal and regulatory service levels
Advise agents on service-related issues to ensure proper handling and first-time resolution
Advise agents on customer service policies, standards, procedures and processes
Answer and handle escalated calls
Make outbound calls to resolve escalated customer issues
Adhere to established policies, procedures and quality standards within service standards
Track related work activity for business processes, reporting and workload management
Support Energy Connection Center, Emergency Response Team, and serve as backup in times of high call volume
Assist in developing and improving policies and procedures
Identify potential opportunities and provide feedback regarding service failures or customer service enhancements
Participate in activities designed to improve customer satisfaction and business performance
Participate in morale building activities
Work closely with Customer Service, Field Operations, Builders, Contractors, Construction Support, Marketing, New Business, Training and Corporate Communication teams to ensure consistency and accuracy of messaging across all customer channels
Work special projects as requested by Supervisor/Manager
Assist and facilitate team meetings, provide updates and information as needed
Accountable for meeting individual performance objectives
Accountable for all personal metrics that attribute to overall team goals including; service level, behavior modeling, self-service transaction growth and channel satisfaction
Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
Identify skill gaps for employees and collaborate on improvement plans
Qualification
Required
High School Diploma or GED
Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint
Thorough knowledge of service standards and operations with the ability to manage customer expectations
Ability to accurately represent the brand voice and maintain composure at all times to provide a positive and consistent customer service engagement
Excellent verbal and written communication skills
Ability to understand the customers' needs and leverage existing and emerging technologies to create solutions to best meet these needs
Strong analytical and problem-solving skills
Ability to empathize with customers and willing to be customer advocate in order to produce a strong relationship
Self-motivated to own reactive response to address customer issues with little oversight
Strong computer knowledge and excellent typing skills with a high attention to detail
Quick thinker with an ability to prioritize and make independent business decisions
Strong communication and interpersonal skills to effectively work with people, resolve issues and motivate others
Demonstrated leadership ability
Ability to multi-task and manage multiple projects simultaneously
Knowledge seeker and abreast of current events and social media landscape
Highly dependable
Able to work flexible shifts
Preferred
College Degree or actively pursuing college degree
Minimum of 2-3 years of experience in the Energy Connection Center
Availability to work flexible schedule
Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)
5-7 year's utility experience
Company
Alabama Power Company
Alabama Power provides the valuable combination of It is a sub-organization of Southern Company.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Peoples
Chairman, President and Chief Executive Officer
Moses Feagin
Executive Vice President, CFO and Treasurer
Recent News
Morningstar.com
2025-11-04
Company data provided by crunchbase