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Customer Care Associate, Sr

Description

Customer Care Associate

Location: Various locations throughout Alabama, with the option to telework.

Summary of Duties 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.

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

Additional Requirements

• Must pass the CSR Assessment
• Must reside within one-hour drive time of Montgomery, AL or Birmingham, AL.
• If you do not live within a one-hour drive time, teleworking is required
• For teleworking, have the appropriate technology to telework (high-speed internet, personal computer, phone land line, etc.)
• 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