What are the responsibilities and job description for the Member Care Representative II position at Cobb EMC?
Cobb EMC has an exciting opportunity for a Member Care Representative II to courteously and professionally resolve high-level member inquiries, to research and resolve billing problems and inconsistencies.
Schedule Monday -Friday 8am-5pm **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
What you will be doing
Member Inquiries
EDUCATION/KNOWLEDGE/EXPERIENCE High School or equivalent.
Minimum five years customer service experience analyzing and solving customer problems
SKILLS
Excellent oral and written communication skills.
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in an efficient manner.
Proficient conflict management skills to resolve issues in a stressful situation.
Good mathematical and analytical skills for bill calculation.
Demonstrated ability to organize, plan, prioritize, balance, and complete multiple responsibilities with minimal supervision.
Demonstrated ability to effectively work in a fast paced, high-pressure work atmosphere.
Adequate data entry skills.
Proficiency with personal computers.
Detail oriented
PREFERRED
Previous utility industry experience in customer service, call center environment and handling escalated calls.
Thorough working knowledge of utility applications and billing procedures.
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/Disability/Vets/Drug-Free Workplace
Schedule Monday -Friday 8am-5pm **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
What you will be doing
Member Inquiries
- Promptly, courteously, and professionally address all member inquiries.
- Handle high resolution and complex member contacts from Member Care Center, management, and other sources.
- Process billing adjustments when necessary; accurately maintain member contact information.
- Effectively resolve member inquiries on the executive line.
- Assist, inform, and advise members of available rate options and other electric billing rates, energy audit information, corporate policies, procedures and programs.
- Promote programs offered by Cobb EMC and Gas South.
- Research and resolve electric billing issues.
- Respond to written member requests and internet/Cobb EMC website inquiries.
- Handle pay arrangements on past due accounts according to company procedures.
- Maintain thorough knowledge of all Cobb EMC rates and their applicability.
- Recommend changes to policies and procedures to improve customer service.
- Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours.
- Develop and maintain computer file of member accounts.
- Receive and process field activities, process voided field activities.
- Establish service for builders, residential and commercial members.
- Analyze and charge any arrears due to the Corporation in accordance with established procedures.
- Ensure accurate billing of service charges and deposits daily.
- Generate meter change field activities upon request from various departments.
- Maintain, review and process the Held Order Report.
- Research past due amounts on the Held Order Report.
- Complete pending field activities within the Held Order Report requiring monies due, proof of identification, and payment of deposits.
- Investigate and make necessary corrections on accounts established at incorrect premises.
- Process connects, disconnects, and meter changes for Credit and Collections Department.
- Analyze and assist Payment Center and Member Care Center.
- Recalculation of simple bill rates.
- Maintain the customer master file on data received to ensure accurate consumer billing.
- Resolve pending field activity error messages.
- Handle power theft investigations; make account adjustments as required.
- Process and maintain street light information.
- Respond to GEMC, BBB, Board of Directors and executive complaints and correspondence.
EDUCATION/KNOWLEDGE/EXPERIENCE High School or equivalent.
Minimum five years customer service experience analyzing and solving customer problems
SKILLS
Excellent oral and written communication skills.
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in an efficient manner.
Proficient conflict management skills to resolve issues in a stressful situation.
Good mathematical and analytical skills for bill calculation.
Demonstrated ability to organize, plan, prioritize, balance, and complete multiple responsibilities with minimal supervision.
Demonstrated ability to effectively work in a fast paced, high-pressure work atmosphere.
Adequate data entry skills.
Proficiency with personal computers.
Detail oriented
PREFERRED
Previous utility industry experience in customer service, call center environment and handling escalated calls.
Thorough working knowledge of utility applications and billing procedures.
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/Disability/Vets/Drug-Free Workplace