About Company
Alabama Power Company, a subsidiary of Southern Company, is a leading utility provider committed to delivering reliable, affordable, and clean energy to 1.5 million customers across Alabama. For over a century, we’ve powered homes, businesses, and communities, driving economic growth and enhancing the quality of life for all Alabamians. Our commitment extends beyond energy delivery to community engagement, environmental stewardship, and fostering an inclusive workplace where innovation thrives. We believe in building a brighter future, one connection at a time, through exceptional service and a dedicated team. Join us in our mission to provide essential services and make a positive impact on the communities we serve.
Job Description
Are you a natural communicator with a passion for helping others and a knack for problem-solving? Do you thrive in a remote work environment where your autonomy is valued, and your impact is tangible? Alabama Power Company is seeking a dedicated and empathetic Customer Experience Assistant to join our remote team. In this pivotal role, you will be the compassionate voice and proactive hand guiding our customers through their service journey, ensuring every interaction is positive, efficient, and resolves their needs. This isn’t just about answering calls; it’s about building trust, understanding unique situations, and contributing to the overall satisfaction of our diverse customer base across Alabama. You will leverage various communication channels, from phone and email to chat, to provide unparalleled support, educate customers on our services, and resolve inquiries ranging from billing questions to service requests. This role offers the flexibility of remote work, allowing you to contribute meaningfully from your home office while remaining a vital part of the Alabama Power family. We are looking for someone who is not only skilled in customer service but also eager to learn about the energy industry and dedicated to upholding Alabama Power’s century-long legacy of service excellence. If you are passionate about delivering exceptional service and eager to make a difference from anywhere in Alabama, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information.
- Resolve customer issues efficiently and empathetically, ranging from billing discrepancies and service concerns to general account inquiries.
- Educate customers on Alabama Power's services, energy-saving tips, and digital self-service options.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal teams (e.g., billing, field operations, technical support) to escalate complex issues and ensure seamless problem resolution.
- Maintain a high level of professionalism, patience, and politeness in all customer interactions.
- Proactively identify opportunities to enhance the customer experience and contribute ideas for process improvement.
- Adhere to company policies, procedures, and service level agreements.
- Stay informed about company updates, service offerings, and industry best practices.
- Handle sensitive customer information with discretion and maintain confidentiality.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to empathize with customers and de-escalate challenging situations.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM software and general office applications (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote environment.
- High-speed internet connection and a dedicated, quiet home workspace.
- Exceptional organizational skills and attention to detail.
- Resilience and adaptability in a fast-paced service environment.
- Minimum of 1 year of experience in a customer service or customer support role.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Communications, or a related field.
- Experience working in a remote customer service capacity.
- Familiarity with the utility or energy industry.
- Proficiency with Salesforce Service Cloud or similar CRM platforms.
- Bilingual proficiency (e.g., Spanish) is a plus.
Perks & Benefits
- Competitive salary and comprehensive benefits package (health, dental, vision).
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Opportunity for professional development and career growth within a large, stable organization.
- Flexible remote work environment, promoting work-life balance.
- Access to employee assistance programs and wellness initiatives.
- Engaging company culture focused on community and teamwork, even remotely.
- Laptop, necessary software, and equipment provided for remote work.
How to Apply
If you are eager to contribute your skills to a company dedicated to service excellence and innovation, and you meet the qualifications outlined above, we encourage you to apply! Please click on the application link below to submit your resume and cover letter, detailing your relevant experience and why you are the ideal candidate for this remote Customer Experience Assistant position. We look forward to reviewing your application and potentially welcoming you to the Alabama Power team.