Member Care Representative I

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 This is 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

What you will be doing

Member Inquiries

- 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 request for assistance with call volume generated during Outages occurring outside of normal business hours

Service Orders

- 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- Investigate and process out-of-date service orders

Reports and Member Information

- Add tax exemption information upon request and post verification member information

- Process credit refund requests

Minimum Requirements

High School

diploma or equivalent

Minimum

two years of experience as a customer service representative in a call center environment

SKILLS 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

PREFERRED

Previous experience in the utility industry

Bilingual

CORE Values Put People First Care, listen and connect. Think team, not self. Respect and value differences. Stay Safe No shortcuts. See the big picture, no tunnel vision. Look out for each other Innovate Embrace change. Think big and bold. Be part of the solution. Own It Own your attitude, actions and words. Find a way. No BCD. Never stop learning. EOE/AA F/M/Vets/Disabled/Reasonable Accommodation Employer Drug-free Workplace