Member Care Representative I

Cobb Emc • Marietta, GA

102d • Remote

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. The role involves providing members with accurate policy and procedural related information when responding to general inquiries. The goal is to speed resolution of day-to-day member facing issues in the areas of applications, customer service, billing, payments, and inbound/outbound correspondence. This is a hybrid role, with a schedule of Monday to Friday from 9am to 6pm, allowing for 4 days remote and 1 day in the office.

Requirements

• High School diploma or equivalent
• Minimum two years of experience as a customer service representative in a call center environment
• 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
• Utilize online reference file (ORF) as a guide to accurately providing information on and properly executing Cobb EMC policies and procedures
• Work extended hours during high call volume periods (as required)
• Work extended hours and/or weekends during outages (as required)
• Respond to requests 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

Benefits

• Company paid Health Insurance Premiums effective from the first day of employment
• Retirement Security Pension plan with automatic 7% company paid contribution to 401k and additional matching
• Annual Bonus Program
• Tuition and Certification reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: High school or GED