Issue link: https://alabamapower.uberflip.com/i/1389329
15 When Hispanic customers call with questions about their Alabama Power bill or to make requests, they breathe a sigh of relief hearing Alejandra Rojas' voice on the phone. That's because she can talk to them in their native tongue. "I feel proud that I am able to help the Hispanic community, especially after seeing how hard and stressful it is for them to communicate," said Rojas, customer service representative, Credit and Collections, Montgomery Office. "That's my way of giving back and being useful." Rojas also steps in to help walk-in Spanish-speaking customers. "One customer told me now he doesn't feel as scared going into the office because he knows someone is there to help him, and he can express himself in his own language." Rojas' primary job is to collect unpaid balances on merchandise purchased at Alabama Power or home- improvement loans. Because she is bilingual, she often is a Spanish interpreter for other employees who are handling requests from Hispanic customers. "Instead of using the company's language line, customer service representatives who know me will send an instant message or email asking me to help with a Hispanic customer," she said. "They may ask me to get on the line with them or call the customer directly." Rojas said she helps Hispanic customers complete applications for new electric service or smart financing. During the pandemic, she was called on to translate into Spanish signs reminding business office customers to wear masks, wash their hands and practice social distancing. AN ANSWER TO PRAYER In 2013, Rojas was working the night shift as a certified nursing assistant at an assisted living home in Montgomery, and during the day caring for her mom, who had suffered several strokes. A friend told her about an available contract position as a maintenance worker at Alabama Power's Montgomery Distribution Control Center (DCC). After several months, a fellow DCC employee, recognizing Rojas is Montgomery employee's voice lights up her customers' faces SEPT. 1 -OCT. 15 HISPANIC HERITAGE MONTH Rojas works in the Montgomery Office. PHOTOS BY PHIL FREE