Online Customer Care Associate

Location: Birmingham or Montgomery

Summary of Position Duties

We are seeking highly dependable, self-motivated individuals who possess strong customer service and computer skills and can work in a fast-paced contact center environment. The Online Customer Care position is responsible for managing a high-volume of customer inquiries through a variety of channels including email, chat, social media, and phone. Inquiries consist of, but are not limited to, website assistance technical support, start/stop and move orders, collection arrangements, power outages, high bill resolution, advanced adjustments and promoting and selling products and services. The ability to use multiple systems simultaneously to achieve first contact resolution is a requirement. The successful candidate will provide customers with online self-service assistance, offer products and services that meet the customer's needs and contribute to the overall sales goal. The candidate must provide accurate, valid, and complete information by using the right methods and tools. The OCC Associate must be able to identify and assess customer needs to achieve satisfaction. Meeting/exceeding customer service team/individual goals are expected.

The Online Customer Care team's normal hours of operation are 7am - 9pm, Monday - Friday. This position is subject to on-demand coverage for high channel volume due emergencies and power outages, which may require weekend and overnight work outside of scheduled shift. Callout duty is an expectation of the job.

Additional premium pay incentive may be offered to the successful candidate with bi-lingual (English/Spanish) reading, writing, and speaking ability.

Job Responsibilities

• Provide exceptional and professional customer service and effectively address and resolve customer requests/inquiries made through all channels
• Ability to prioritize work with limited supervision
• Become a Subject Matter Expert on all Online Customer Care email, chat, phone, and social media initiatives
• Stay abreast of all online customer care initiatives and enhancements
• Identify potential website issues and communicate issues to our technology group
• Recommend improvements/enhancements based on customer feedback
• Meet/ exceed goals for department
• Assist in efforts to introduce, promote, and sell customers on the products/services that may benefit the customer

Job Experience and Education

• High school diploma or equivalent
• Minimum of 2 years of customer service experience required OR College degree will substitute for experience
• Product Sales and/or marketing experience is a plus
• Basic computer skills required (typing, understanding basic software applications such as word processing and spreadsheets, browsing the internet, and managing files and folders)
• Advanced computer skills a plus

Skills, Abilities and Behaviors

• Exceptional verbal and written communication skills with excellent grammar and exceptional attention to detail
• Excellent listening skills with the ability to empathize with customers, effectively reduce tension, and manage conflict
• Must possess self-confidence, self-reliance and trust in their own instincts and abilities to make sound business decisions
• Adapts well to a changing environment
• Excellent computer skills: Strong computer knowledge and exceptional typing skills
• Comfortable learning to use new software tools, audio and visual equipment and other technologies. Accustomed to demanding environment which requires constant multi-tasking and prioritization
• Able to use a computer to find or change information in a program or file. Knows or can learn how to use basic software applications, such as e-mail, spreadsheets, web browsers, or organization-specific software
• Initiative: Taking needed action at work without being asked. Taking the lead in performing tasks or promoting innovative ideas or work methods. Demonstrating a sense of urgency
• Dependability: Showing up at work on time. Beginning your shift on-time and able to work extended hours as needed
• Time management: Willing and able to manage the completion of work tasks or projects on time without having to be reminded. Working well in situations that require quick performance and fast turnaround
• Team player: Willing to work with others in a team setting. Works toward team goals. Cooperates with others and offers help when needed
• Customer focused: Doing what it takes to meet or exceed (internal or external) customer expectations. Responding appropriately to customer needs or requests
• Providing Accurate and Thorough Information: Accurately and completely answering customers' questions and issues
• Learning and Following Procedures: Ability to learn rules and guidelines on the job and apply these to a specific job or task
• Demonstrating Collections Ability: Effectively collaborating with customers to collect past due payments, late fees, and other related charges in the most efficient way possible, while still balancing customer service requirements
• Managing and Controlling Contacts: Keeping inquiry times low while fully resolving the customer's issues. Effectively managing the flow of the contact
• Taking Ownership: Taking responsibility for completing job tasks and resolving all customer issues/questions on the first call
• Establishing and Maintaining Rapport: Making a connection with customers. Being friendly and supportive
• Demonstrating Empathy: Understanding and being sensitive to customers' feelings, thoughts, and experiences
• Managing Sedentary Work: Working well in situations that require sitting for extended periods of time
• Knowledge of social media in a business environment, including the importance of messaging and reputation management

Additional Requirements

• Must pass the CSR Assessment
• Must reside within one-hour drive time of Birmingham, AL Montgomery, AL
• Available to work a day, evening, or weekend shifts and standby on-call duty
• Ability to work in a team environment
• Exhibits Our Values: Safety First, Unquestionable Trust, Superior Performance, Total Commitment

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