Customer Care Associate - (Birmingham Call Center)

Southern Company • Birmingham, AL

23h • Onsite

About The Position

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.

Requirements

• High school diploma or equivalent required.
• 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.
• 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.

Nice To Haves

• Customer service experience in a fast-paced environment is preferred.
• Product sales and/or marketing experience is a plus.

Responsibilities

• 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.

Benefits

• competitive base salary
• annual incentive awards for eligible employees
• health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
• incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED