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Southern Company

Bilingual Customer Service Representative (Pelham - Metro South)

Company: 
Southern Company
City: 
Pelham
State: 
Alabama
Employment type: 
Full time
Remote Position: 
No
Required degree level: 
Other

Bilingual Customer Service Representative

*YOU MUST BE ABLE TO FLUENTLY SPEAK THE SPANISH LANGUAGE FOR THIS POSITION*

Job Summary:

This position will act as the initial contact with the customer, whether in the local business office or through telephone or online inquiries. The successful candidate must be able to handle cashier responsibilities, bill inquiries, applications for service, non-pay reconnects, payment arrangements, billing adjustments, and promote products and services. The successful candidate should be knowledgeable of collection procedures. They must have the ability to engage with the public in a tactful and courteous manner. Applicant should be customer service oriented and must have a positive attitude, good communication skills, and possess strong initiative.

The successful candidate must be bi-lingual and speak English and Spanish proficiently.

Responsibilities:

  • Receiving and greeting customers in the local office and/or over the phone or online
  • Processing payments and balancing cash funds:
    • Posting payments in CSS, processing Item 14 payments, daily balancing cash drawer and kiosk
  • Assisting customers with electrical service issues:
    • Connect/disconnect service, assessing deposits, outdoor lighting request, outage reporting, rate selection
  • Responding to customers with billing or collection inquiries:
    • Final bill collections, high bill explanations, payment arrangements, special agreements set-ups, transfer payments, issuing various meter investigation orders
  • Promoting and selling Alabama Power Company products and services:
    • Budget billing, flat bill, EFT, paperless billing, electric water heater conversions, All Connect transfers, Agency Assistance portal, landlord portal, OCC
  • Assisting customers with program requests:
    • Bill extender, summary billing, SSI, text messaging enrollments (billing and outage alerts)
  • Educating customers on ways to avoid/address service or payment issues in the future
    • Understands the meter reading process and billing cycle
  • Assist with creating, editing, and revising customer correspondence, documents, letters, and signage as needed in both English and Spanish.
  • Assisting with merchandise sales
  • Representing Alabama Power Company to customers in a positive manner


Experience:

  • High school diploma or equivalent
  • Fluent in Spanish and English is required
  • Proven customer service experience
  • Cash handling experience preferred
  • Collection experience preferred


Knowledge, Skills & Abilities:

  • Customer focused and excellent interpersonal skills
  • Ability to work well with internal and external customers
  • Strong analytical and problem-solving skills
  • Ability to build and maintain relationships with customers and co-workers
  • Excellent time-management, planning, and organizational skills
  • Team player with ability to effectively interact with others to achieve success
  • Understanding of Customer Service Code of Conduct and Code of Ethics
  • Must be able to successfully complete all required testing for this position


Required Test:

  • 00126 - CSR-MH (Customer Service Assessment)


Benefits

  • Competitive Pay
  • Excellent benefits packages which includes:
    • Medical and dental coverage
    • Defined Pension/Cash Balance Benefit Plan
    • Performance-sharing plan
    • 401(k) plan with a generous company match
  • Bonus opportunities
  • Tuition Reimbursement

Together with our subsidiaries, we deliver clean, safe, reliable and affordable energy to our 9 million customers. Our focus is doing so with service excellence.

That means we are leaders who take action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. We create community value through energy, social, economic, and environmental progress.

We do this through electric operating companies in three states and natural gas distribution companies in four. Our family of companies draw on diverse energy sources to create the best mix for our service areas, including electricity, natural gas, solar power, carbon-free nuclear, and other sustainable sources.

We leverage our leading distributed energy infrastructure company and other innovative technology to better serve every customer. Our competitive, national generation company serves wholesale customers, and our family includes a fiber optics network, and telecommunications services.

We have positioned diversity and inclusion as critical to our success enabling us to put the needs and well-being of the people we serve at the center of all that we do.

Southern Company believes all employees should feel welcome, valued, respected and heard. Our goal is a workplace in which all employees contribute to their fullest and a workforce that reflects our customers and communities. We accomplish this by valuing and leveraging the full range of differences and similarities we bring to our teams, customers and communities.

Workplace Awards

  • 2023 100% Corporate Equality Index Score - Human Rights Campaign (7th consecutive year)
  • 2023 America's Best-In-State Employers – Forbes
    • Southern Company (No. 1 in Alabama, No. 5 in Georgia)
  • 2023 Best Employers for Women (No. 9) - Forbes
  • 2023 America’s Greatest Workplaces – Newsweek
  • 2023 Best Companies for Multicultural Women – Seramount
  • 2023 Top 50 Companies for Diversity - DiversityInc (8th consecutive year)
    • No. 1 Top Company for Black executives
    • No. 3 Top Company for Veterans
    • No. 5 Top Company for Supplier Diversity
    • No. 14 - Top Company for Executive Diversity Councils
  • 2022 Global 200 – Forbes
  • 2022 Best Employers for Women - Forbes
  • 2023 America’s Best Employers for Diversity - Forbes
  • 2023 America’s Greatest Workplaces for Diversity - Newsweek
  • 2023 America’s Best Large Employers – Forbes
    • No. 15 overall, top utility
  • 2023 Top 100 Military-Friendly Employer (No. 2) - GI Jobs magazine
Accommodations:
Vision Accommodations, Hearing Accommodations, Mobility