Member Support Specialist – Call Center

EnergyUnited • Statesville, NC

7d • Remote

About The Position

EnergyUnited is seeking a Member Support Specialist I or II to join their Member Support team. The specific level will be determined by the selected candidate's experience, proficiency, and ability to independently manage member needs. In this role, the specialist will serve as a trusted resource for members, addressing inquiries, resolving account concerns, explaining services, and providing support during both routine operations and power outages. Each interaction is viewed as an opportunity to foster a positive member experience within a dynamic call center setting.

Requirements

• An associate degree in a customer service-related field or a high school diploma with at least four years of related customer service experience.
• At least four years of customer service experience using a multiline telephone system.
• Proficiency with Microsoft Office and the ability to learn customer information, call center, outage management, and credit-reporting systems.
• Excellent telephone etiquette, active-listening skills, and written and verbal communication skills.
• Strong problem-solving abilities and sound judgment.
• The ability to remain calm, professional, and accurate in a fast-paced environment.
• A proactive approach and the ability to work effectively with minimal supervision.
• The ability to manage competing priorities, meet deadlines, and maintain confidentiality.

Nice To Haves

• Call center experience is preferred.
• Bilingual fluency in English and Spanish is preferred.

Responsibilities

• Respond to a high volume of member inquiries through phone, email, and online channels.
• Assist members with billing questions, high-bill concerns, delinquent accounts, payment arrangements, adjustments, returned checks, and service restoration needs.
• Process account requests, including move-ins, move-outs, address changes, guarantors, and capital credits.
• Explain EnergyUnited’s rates, policies, products, programs, and service installation procedures.
• Help members understand their energy usage and identify opportunities to manage electricity costs.
• Use AMI, outage management, customer information, and call center systems to research and resolve member concerns.
• Support the EnergyAdvantage prepaid program, security-light requests, energy-efficiency programs, and other EnergyUnited offerings.
• Assist builders, developers, apartment communities, and commercial and industrial accounts.
• Research complex billing and service issues and recommend appropriate solutions.
• Maintain accurate account documentation while protecting member confidentiality.
• Meet established quality, productivity, call-volume, and member-service goals.
• Escalate potential concerns to Member Support leadership when appropriate.
• Provide additional support during major storms, outages, and other emergency events.

Benefits

• The selected candidate will be determined based on experience, proficiency, and ability to independently handle member needs.
• The Member Support Specialist II operates with greater proficiency and independence, handles more complex member situations, supports new and existing programs, and contributes to performance and satisfaction metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree