Member Support Specialist I/II – Regional Office

EnergyUnited•Taylorsville, NC

9d•Hybrid

About The Position

EnergyUnited is looking for a Member Support Specialist to join our team and serve as an important point of contact for our members. This position may be filled at the Member Support Specialist I or II level, depending on the candidate’s experience, knowledge, and qualifications. Whether you are building your experience in member support or are an experienced customer service professional ready to take on more complex issues, we want to hear from you.

Requirements

Associate degree related to customer service or a high school diploma plus four years of related customer service experience.
Customer service experience with a multi-line telephone system; call center experience preferred.
Cash handling or cash reconciliation experience preferred
Strong communication, listening, and problem-solving skills.
Excellent phone etiquette and a professional approach to member interactions.
Proficiency with Microsoft Office and the ability to learn customer information systems and other technology.
Ability to work independently, make sound decisions, and manage multiple priorities.
Ability to maintain confidentiality and professionalism.
Flexibility to work extended hours, outages, and during adverse weather conditions.
Commitment to safety and compliance with EnergyUnited policies.

Nice To Haves

Call center experience
Cash handling or cash reconciliation experience

Responsibilities

Provide high-quality service to members by phone, email, and other communication channels.
Assist members with billing questions, high-bill concerns, delinquent accounts, payments, adjustments, service requests, outages, and other account needs.
Manage member accounts and process requests accurately using established procedures.
Reconcile the cash drawer and prepare daily bank deposits.
Prepare weekly deposits for pickup by armored car service.
Research and resolve member questions and more complex billing or customer service issues.
Explain EnergyUnited rates, policies, procedures, products, services, and service installation requirements.
Use EnergyUnited systems, including CIS, Five9, AMI and OMS, to research accounts and assist members.
Help members understand their electric usage, costs, and available EnergyUnited programs.
Support members with move-in and move-out requests, payment arrangements, capital credits, returned checks, and other account-related needs.
Assist builders, developers, apartment complexes, and commercial and industrial accounts.
Handle a high volume of member interactions while maintaining accuracy, professionalism, and a positive member experience.
Support product offerings, including scheduling installations and handling product questions or complaints.
Identify potential problems and communicate them to the appropriate Lead, Supervisor, or Manager.
Participate in training, special projects, and other initiatives that support the Member Support team.