Member Care Representative I

Cobb EMC•Marietta, GA

2d•Hybrid

About The Position

Cobb EMC has an exciting opportunity for a Member Care Representative I to provide one-call resolution focused service to Cobb EMC Members. To provide members with accurate policy and procedural related information when responding to general inquiries. To speed resolution of day-to-day member facing issues in the areas of applications, customer service, billing, payments and inbound/outbound correspondence. Schedule: Monday -Friday 9am-6pm In the office 5 days/week for at least the first 90 days for training. Once the team has determined that training is complete, this becomes a hybrid role: 4 days remote and 1 day in the office. Benefits: Company paid Health Insurance Premiums! Insurance is effective your first day of employment Retirement Security Pension plan! Automatic 7% Company paid contribution to 401k with additional matching! Annual Bonus Program! Tuition and Certification reimbursement! Learn more HERE To learn more about Cobb EMC visit our website at www.cobbemc.com

Requirements

High School diploma or equivalent
Minimum two years of experience as a customer service representative or related customer service experience.
Excellent listening, oral and written communication skills
Excellent interpersonal skills to interact with members and employees
Proficiency in effectively conducting member interviews and addressing and resolving inquiries
Excellent organization and planning skills
Works well independently and in a team environment
Demonstrated ability to effectively work in a fast paced, high pressure work atmosphere
Experience with Microsoft Office applications
Working knowledge of basic utility rates
Demonstrated ability to effectively manage multiple duties
Proficiency with personal computers

Nice To Haves

Previous experience in the utility industry
Bilingual

Responsibilities

Receive and process applications for new electric service
Provision orders for reconnect and transfer of service
Effectively communicate and explain rate options/structures
Receive inbound calls from members regarding general, billing and payment related inquiries
Effectively resolve member issues with a one-call resolution focus
Update member accounts in customer information system
Setup pay plans for members upon request
Handle pay arrangements on past due accounts according to company procedures
Process billing adjustments as necessary
Adhere to preset Quality Assurance standards in order to ensure a positive member service experience
Establish and maintain a working knowledge of Cobb EMC policies and procedures
Utilize online reference file (ORF) as a guide to accurately providing information on and properly executing Cobb EMC policies and procedures
Communicate process improvement focused recommendations to staff
Advise staff of operational and member facing policy and/or system related issues
Work extended hours during high call volume periods (as required)
Work extended hours and/or weekends during Outages (as required)
Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours
Receive, communicate and process service orders
Establish multiple service accounts per state
Analyze and charge any arrears due to the corporation in accordance with established procedures
Ensure accurate billing of service charges and deposits
Generate meter change service orders for meter change outs
Process same day requests for electric service
Investigate and process out-of-date service orders
Add tax exemption information upon request and post verification member information
Process credit refund requests