Bilingual 24/7 Customer Care Associate

Southern Company; United States; Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Premium pay incentive (English/Spanish

Job summary

Southern Company in Birmingham, Alabama seeks a Customer Care Associate for its in-office call center. You will handle inbound calls about emergencies, outages, service orders, payments, and accounts with professionalism and accuracy.

The role requires scheduling flexibility, including evenings, overnights, weekends, and holidays, and a strong commitment to customer satisfaction. Bilingual English/Spanish skills may earn premium pay.

Qualifications

• High school diploma or equivalent required.
• Customer service experience in a fast-paced environment is preferred. Relevant experience may include call centers, hospitality, airline, hotel front desk, utility service, retail, financial services, or other customer-facing operations.
• 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.

Skills

Empathy

Active listening

Communication

Problem solving

Time management

Teamwork

Adaptability

Bilingual English/Spanish

Education

High school diploma or equivalent

Job description

Southern Company in Birmingham, Alabama seeks a Customer Care Associate for its in-office call center. You will handle inbound calls about emergencies, outages, service orders, payments, and accounts with professionalism and accuracy.

The role requires scheduling flexibility, including evenings, overnights, weekends, and holidays, and a strong commitment to customer satisfaction. Bilingual English/Spanish skills may earn premium pay.