Customer Care Associate - (Birmingham Call Center)

Customer Care Associate (Call Center) Location: Birmingham, Alabama Position Summary 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. Responsibilities and Duties 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. Desired Candidate Profile Dependable and accountable: Maintains reliable attendance, punctuality, schedule adherence, and follow-through. Career-minded: Demonstrates genuine interest in the work, the customers we serve, and long-term contribution to the organization. Adaptable learner: Learns new systems, processes, and procedures quickly and remains effective as tools and business requirements change. Critical thinker and researcher: Evaluates information, asks effective questions, uses available resources, and works through complex issues without relying on scripted answers alone. Calm under pressure: Maintains composure, professionalism, and sound judgment in a high-volume environment and during difficult customer situations. Clear communicator: Listens carefully and communicates information accurately, confidently, and respectfully in both oral and written form. Customer-centered: Shows empathy, builds rapport, and balances customer needs with company policies and procedures. Receptive to feedback: Accepts coaching professionally, applies guidance, and takes ownership of development. Self-directed and engaged: Takes initiative, remains focused during training and work, and completes assignments with appropriate independence. Team-oriented: Builds trust, contributes to shared goals, and supports a positive and respectful work environment.

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