Member Care Representative

Position: Member Care Representative I

Join to apply for the Member Care Representative I role at Cobb EMC
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Cobb EMC has an exciting opportunity for a Member Care Representative I to provide one‑call resolution focused service to Cobb EMC members. The role involves responding to general inquiries, providing accurate policy and procedural information, and resolving day‑to‑day member issues in applications, customer service, billing, payments, and inbound/outbound correspondence.

Schedule

Monday – Friday, 9 am – 6 pm. In‑office, 5 days per week for the first 90 days for training; afterward the role is hybrid (4 days remote, 1 day in office).

Benefits

• Company‑paid health insurance premiums
• Insurance effective on the first day of employment
• Retirement security pension plan
• Automatic 7% company‑paid contribution to 401(k) with additional matching
• Annual bonus program
• Tuition and certification reimbursement

What you will be doing Member Inquiries

• Receive and process applications for new electric service
• Provision orders for reconnection 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
• Adhere to preset quality assurance standards to ensure a positive member service experience
• Establish and maintain a working knowledge of Cobb EMC policies and procedures
• Utilize online reference file (ORF) as a guide to accurately providing information on and properly executing Cobb EMC policies and procedures
• Communicate process improvement focused recommendations to staff
• Advise staff of operational and member‑facing policy and/or system related issues
• Work extended hours during high call volume periods (as required)
• Work extended hours and/or weekends during outages (as required)
• Respond to requests for assistance with call volume generated during outages occurring outside 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 Education/Knowledge/Experience

High School diploma or equivalent.

Minimum two years of experience as a customer service representative or related customer service experience.

Skills

• Excellent listening, oral and written communication skills
• Excellent interpersonal skills to interact with members and employees
• Proficiency in conducting member interviews and addressing and resolving inquiries
• Excellent organizational and planning skills
• Works well independently and in a team environment
• Demonstrated ability to work in a fast‑paced, high‑pressure work atmosphere
• Experience with Microsoft Office applications
• Working knowledge of basic utility rates
• Demonstrated ability to 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.

Seniority level

Entry level

Employment type

Full‑time

Job function

Management and Manufacturing

Industries

Utilities

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