Customer Service Representative II

Customer Service Representative II

PowerSouth Energy Cooperative, headquartered in Andalusia, AL, is a generation and transmission (G&T) electric cooperative serving the wholesale power needs of 20 distribution members - 16 electric cooperatives and four municipal electric systems - in Alabama and northwest Florida. Today, PowerSouth remains a trusted energy provider for our member systems, who serve end-use consumers in 39 counties in Alabama and ten counties in Florida.

PowerSouth's most important asset is a workforce of over 500 men and women at nine PowerSouth locations. Safety is PowerSouth's number one core value, and our employees set the bar for safety excellence and have achieved an impressive safety record.

JOB SUMMARY & MINIMUM QUALIFICATIONS:

The purpose of this position within the Customer Response Center (CRC) is to manage and process the reporting of customer outages, inquires, and problems related to power, water, internet, tv cable, or other utility services as provided by subscribing member systems and other clients. Duties include handling inbound and outbound customer calls, monitoring and operation of computer software systems including interactive voice response systems and outage management systems, and dispatch of appropriate personnel for outage and trouble response. This position requires verbal communication skills that can be utilized in tense situations. The incumbent must be able to interact successfully and professionally in a manner to gain understanding. The incumbent must be diplomatic, calm, polite, businesslike, serious, courteous, efficient and effective while interacting with end users. The incumbent must be technically skilled to utilize personal computers, software, two-way radio, comprehend technical manuals and relate the information to users of the system(s). The incumbent must be able to adapt to scheduling changes and other interruptions efficiently. The incumbent should possess a high school diploma or equivalent. Incumbent must be able to work a rotating shift to include nights, weekends, and holidays and be able to perform duties and work shifts without supervision or assistance from other customer service representatives. Incumbent will be subject to call out and short notice shift changes.

JOB RESPONSIBILITIES:

• Manages and processes in an expedient, efficient, and accurate manner all calls, notifications, inquires, problems, complaints, and outages as reported cy the customer via various methods including phone, interactive voice response system (IVR), outage management systems or other means.
• Provides daily reports to member systems and other clients that detail outages, service requests and other information as requested by them.
• Manages information such as on-call schedules and customer disconnect data as needed in order to dispatch individuals, crews, or other groups as necessary to provide effective, efficient, and timely service to member systems and other clients.
• Monitors phone and data communications and notifies appropriate personnel and/or communications provider in the event of service interruptions. Operates call routing software interface to reroute calls as deemed necessary.
• Monitors security features, including video monitors and audible alarms, and contacts appropriate personnel in the event of an alarm. Performs other miscellaneous duties for T&D Operations personnel, including, but not limited to, data entry.
• Responsible for ensuring the success of PowerSouth by promoting team work, group goals and objectives, proper communication and cooperation within the department, division, throughout the PowerSouth organization and with member systems.

BENEFITS:

• Medical and Dental Insurance
• Pension Plan funded 100% by the company
• 401(k) Plan with up to 5% employer match
• Group Life Benefits
• Short-Term and Long-Term Disability
• Paid Holidays
• Paid Personal and Sick Leave
• Educational Assistance

Employment is subject to a negative drug screen, background check, and completion of a comprehensive application for employment.

Interested persons who meet the above qualifications may apply on PowerSouth's website at www.powersouth.com/careers by April 15, 2025.

EOE, including disability/vets