Customer Care Associate (Call Center)
Location: Birmingham, Alabama
Position Summary:
We are seeking dependable, customer-focused individuals who want to build a career in a fast-paced, technology-enabled customer service environment. Customer Care Associates assist customers through inbound calls involving emergencies, outages, service orders, payment arrangements, account inquiries, bill adjustments, and company products and services. Successful candidates demonstrate sound judgment, learning agility, composure, accountability, and a strong commitment to serving customers and supporting teammates. The Customer Service Center operates 24 hours a day, seven days a week. This position requires regular in-office work, rotating shifts that may include evenings, overnight hours, weekends, and holidays, and on-demand availability during emergencies, outages, or unexpected increases in call volume. A premium pay incentive may be available for candidates proficient in both English and Spanish.
Responsibilities and Duties:
Deliver professional, respectful, and solutions-focused service during inbound customer calls.
Respond to emergencies, outage reports, service requests, payment needs, account questions, and complaints with accuracy and care.
Use multiple systems, job aids, and research resources to evaluate information, solve problems, and achieve first-contact resolution whenever possible.
Process service orders, payment arrangements, account updates, and bill adjustments accurately and in accordance with established procedures.
Remain calm and think clearly during complex, urgent, or escalated interactions.
Document customer contacts completely and accurately in accordance with quality requirements.
Explain and promote appropriate company products, services, and energy-efficiency options.
Manage call flow effectively while ensuring the customer receives a complete and understandable resolution.
Meet scheduled adherence, attendance, call availability, quality, and productivity expectations.
Accept coaching, apply feedback, and demonstrate continuous improvement.
Support teammates and participate constructively in a collaborative call center environment.
Report for call-out, standby, or extended-hour assignments when required by emergencies, outages, or business needs.
Desired Candidate Profile:
Dependable and accountable: Maintains reliable attendance, punctuality, schedule adherence, and follow-through.
Career-minded: Demonstrates genuine interest in the work, the customers we serve, and long-term contribution to the organization.
Adaptable learner: Learns new systems, processes, and procedures quickly and remains effective as tools and business requirements change.
Critical thinker and researcher: Evaluates information, asks effective questions, uses available resources, and works through complex issues without relying on scripted answers alone.
Calm under pressure: Maintains composure, professionalism, and sound judgment in a high-volume environment and during difficult customer situations.
Clear communicator: Listens carefully and communicates information accurately, confidently, and respectfully in both oral and written form.
Customer-centered: Shows empathy, builds rapport, and balances customer needs with company policies and procedures.
Receptive to feedback: Accepts coaching professionally, applies guidance, and takes ownership of development.
Self-directed and engaged: Takes initiative, remains focused during training and work, and completes assignments with appropriate independence.
Team-oriented: Builds trust, contributes to shared goals, and supports a positive and respectful work environment.
Education and Experience:
High school diploma or equivalent required.
Customer service experience in a fast-paced environment is preferred. Relevant experience may include call centers, hospitality, airline, hotel front desk, utility service, retail, financial services, or other customer-facing operations.
Product sales and/or marketing experience is a plus.
Skills and Abilities:
Technology proficiency: Uses computers confidently, navigates multiple applications, enters information accurately, and learns new software.
Problem solving: Identifies the issue, researches options, applies procedures, and selects an appropriate resolution.
Communication: Uses professional grammar, vocabulary, listening skills, and clear explanations.
Time and call management: Balances efficiency, quality, documentation, and complete issue resolution.
Accuracy and attention to detail: Reviews information carefully and completes transactions and documentation correctly.
Collections and negotiation: Discusses overdue balances and payment options while maintaining positive customer relationships.
Procedure adherence and judgment: Follows established requirements while recognizing when research or escalation is needed.
Sustained focus: Remains attentive during classroom, virtual, side-by-side, and independent training and during extended periods of call handling.
Sedentary work capability: Performs effectively in a role requiring extended periods of seated work and computer use.
Work Schedule and Workplace Expectations:
This is an in-office call center position. Telework or hybrid work, if available, is not guaranteed and is subject to business needs, policy, performance, and eligibility requirements.
Must be available for rotating shifts, including evenings, overnight hours, weekends, and holidays.
Must be available for standby, call-out, extended-hour, and emergency assignments when needed.
Must be able to meet the demands of structured training, including active participation, sustained attention, practice, feedback, and timely completion of learning activities.
Additional Requirements:
Successful completion of the CSR Assessment.
Residence within a reasonable commuting distance of the assigned Birmingham or Montgomery work location.
Ability to satisfy applicable pre-employment requirements.
Ability to work effectively in a team environment.
Demonstrates alignment with company values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.
Alabama Power provides safe, reliable, and affordable electricity to 1.5 million customers across the lower two-thirds of Alabama.
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf. Additional and specific details about total compensation and benefits will also be provided during the hiring process.
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: 22039
Job Category: Customer Service
Job Schedule: Full time
Company: Alabama Power
