Multi-Channel Customer Service Representative

• Posted 08-Oct-2026 (CST)
• 1940 Madison Street, Clarksville, TN, USA
• per hour Paid Semi-monthly
• Hourly
• Full Time

CEMC is searching for a qualified candidate to add their own excellent personality to our Customer Contact Center team. We are looking for someone who is positive, always happy to help, and with a desire to make member satifaction a priority! Please review the full job description for qualifications.

Position Summary:

Serves as a multi-channel contact center representative, handling inbound and outbound member interactions across phone, chat, e-mail, and Smart Hub platforms for both electric and broadband services. Provides front-line support for the Customer Contact Center.

Essential Duties and Responsibilities:

• Responsible for the observance of CEMC safety rules, procedures, safety policies, and bulletins.
• Answers incoming phone calls. Serves as telephone receptionist for the Headquarters and District Offices.
• Monitors and responds to member inquiries received through Smart Hub, online chat, and e-mail for both electric and broadband services. Ensures digital interactions are addressed within established response-time standards.
• Answers outage calls and coordinates outage information with appropriate departments.
• Receives requests and issues service orders for new service, reconnections, disconnections, transfers, meter changes, security light installation, and other miscellaneous services for electric accounts.
• Receives requests and creates service orders for internet and telephone services through Cumberland Connect.
• Answers questions about electric and broadband services and processes appropriate member requests relating to accounts, including bill complaints. Follows up with members regarding service orders, complaints, etc. as needed.
• Processes applications for new electric and broadband service. Informs new members of information to be sent electronically and initiates correspondence. Validates right-to-occupy documents using the Tennessee Property Data website as needed.
• Is knowledgeable of CEMC policies relating to customer service and operations.
• Directs solicitation for the sale of new or diversified services or products.
• Assists e-bill customers with online registration and maintenance, including issues with the app downloaded to mobile devices.
• Contacts appropriate personnel to initiate billing adjustments, payment transfers, or penalty removals as needed.
• Works closely with EAP agencies to ensure correct and timely entry of pledges.
• Serves as liaison for members and client support for automated payment services including the payment centers located at the district offices.
• Answers prepaid metering questions. Sends signal from command center to activate the prepaid meter in the event of an automated reconnection failure.
• Documents all inbound and outbound phone calls, chats, and e-mail interactions using the customer information system (CIS).
• Attends meetings and trainings as needed to remain current with job knowledge and trends.

Equipment Used:

Cooperative vehicle, Desktop Computer, Telephone, Printer/Copier/Fax/Scanner, and Calculator.

Software Used:

Education Degrees, Certificates, Licenses, and/or Training: Exceptional favorable experience may be considered for a portion of the education requirements.

Valid Driver's License

Preferred:
Two years of additional formal education in office administration or secretarial science.

Experience, Knowledge, Skills, and Abilities: Exceptional favorable education may be considered for a portion of the experience requirements.

Required:

Minimum of three years of experience in the utility field or a Customer Service position.

Working k nowledge of applicable software used in position.

Working knowledge of…