About Company
Alaska Electric Light & Power (AEL&P) has proudly served the Juneau community since 1894, providing reliable, affordable, and sustainable hydroelectric power. As the sole electric utility for Juneau, we are deeply committed to powering our community’s present and future, fostering local growth, and ensuring exceptional customer service. Our mission extends beyond delivering electricity; we are dedicated stewards of the environment, investing in clean energy solutions and maintaining a safe, innovative, and supportive workplace for our employees. At AEL&P, you’re not just joining a company; you’re becoming an integral part of Juneau’s vital infrastructure and a team that values integrity, community, and service excellence.
Job Description
AEL&P is seeking a highly motivated and empathetic Customer Advisor for a full-time, remote assignment based in Juneau, Alaska. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support, resolving inquiries, and ensuring a positive experience with our utility services. This remote position offers the flexibility of working from your home office while remaining an essential part of our Juneau-based team. You will handle a diverse range of customer interactions, including billing inquiries, service requests, outage reporting, payment arrangements, and general information about AEL&P’s services and programs. Leveraging your excellent communication skills and a customer-first mindset, you will guide customers through processes, troubleshoot issues, and provide clear, accurate information, all while adhering to company policies and regulatory requirements. We are looking for an individual who is not only proficient in navigating various software systems but also possesses a genuine desire to help others and contribute to the well-being of our community. As a remote advisor, you will be equipped with the necessary tools and technology to succeed, and you will participate in regular virtual team meetings and training sessions to foster connection and continuous development. If you are a dedicated professional with a passion for service, thrive in a remote work environment, and are eager to make a tangible difference in the lives of your neighbors in Juneau, we encourage you to apply and power your career with AEL&P.
Key Responsibilities
- Serve as the first point of contact for customer inquiries via phone, email, and chat regarding billing, service, outages, and general information.
- Accurately document all customer interactions, service requests, and resolutions in the customer relationship management (CRM) system.
- Process payments, set up payment arrangements, and assist customers with understanding their utility bills and consumption data.
- Troubleshoot and resolve customer complaints and issues efficiently and courteously, escalating complex problems to appropriate departments when necessary.
- Educate customers on AEL&P services, programs, energy conservation tips, and company policies.
- Maintain a high level of product and service knowledge, staying informed about changes in rates, regulations, and company offerings.
- Collaborate effectively with internal teams to ensure seamless customer service and problem resolution.
- Adhere strictly to all company procedures, safety protocols, and regulatory compliance standards.
- Participate in ongoing training and development opportunities to enhance skills and knowledge.
- Manage time and workload effectively in a remote work environment to meet performance metrics and customer service standards.
Required Skills
- Minimum of 2 years of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills with a professional and empathetic tone.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Strong problem-solving abilities and a keen attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience in the utility sector or a regulated industry.
- Familiarity with Juneau, Alaska geography and community.
- Bilingual proficiency (e.g., Spanish, Tlingit) is a plus.
Perks & Benefits
- Competitive salary and comprehensive benefits package, including medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development and career growth.
- Access to state-of-the-art remote work tools and technology.
- A supportive company culture that values work-life balance and community involvement.
- Employee assistance program.
- Flexible remote work schedule within standard business hours.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant customer service experience and any specific experience in a remote work environment. We look forward to reviewing your application!