Bilingual Member Support Specialist

Statesville, NC

Job Description

Who is EnergyUnited?

Our mission is to deliver reliable energy at competitive prices. We serve over 130,000 members throughout our 19-county territory who rely on us every day to keep the power on and that isn’t something we take lightly. If you are looking to work for a company with core values like Safety, Integrity, Commitment and Excellence, then look no further. We’ve been in the power services business for over 80 years, and we know a thing or two about what it takes to be successful!

Would you like to join our team of dedicated professionals and have the opportunity to work from home? We have an immediate full-time opening for a talented, hardworking individual to join our team as a Bilingual Member Support Specialist! We offer an excellent benefit package, outstanding 401K, a competitive salary and so much more!

In this role you will:

• Provide high-quality customer service by responding to all members’ energy service needs including but not limited to general and billing inquiries, rates, requests related to high-bill complaints, delinquent accounts, adjustments, revenue recovery situations, EnergyAdvantage prepaid program, security lights, capital credits, returned checks, service and outage restoration.

• Respond to all customer inquiries by phone, email, or via web inquiries while maintaining an acceptable login and call answered volume to achieve predetermined goals and objectives.

• Demonstrate proper use of Customer Information Systems (CIS), email, On-Line credit reporting and other programs as the job requires

• Communicate efficient use of electricity as well as inform customers of marketing programs available.

• Explain service installation and construction procedures to members.

• Understand Advanced Metering Infrastructure (AMI) and OMS functionality to handle billing inquiries; identify potential voltage problems; process move-in/move-out requests; and provide essential information to assist members in managing their electric usage and costs.

• Notify MMS Lead, Supervisor and/or Manager, Member Support of potential problems.

• Resolve and/or recommend resolution to complex billing or member support inquiries requiring extensive research.

• Handle member support activities for builders and developers, apartment complexes, and commercial and industrial accounts.

• Demonstrate a detailed understanding of all EnergyUnited product offerings, including but not limited to scheduling of product installations, handling product complaints, and liaison responsibilities.

• Post night deposit payments, balance kiosk, prepare bank deposits and facilitate money collection from vendor

• Demonstrate flexibility toward working outages and extended shifts

• Maintain a high level of confidentiality and professionalism

• Ensure compliance with safety manual and all safety related policies.

Skills & Requirements

To be Considered for the Position, you should have:

• Associates Degree related to Customer Service or a High School diploma plus (at least) 4 years related customer service experience. Previous Call Center experience strongly preferred.

• Fluent in Spanish.

• Microsoft Office (Word, Excel, and PowerPoint) proficiency.

• Strong communication skills and a passion for customer service.

• Attention to detail and commitment to accuracy.

• Ability to work in a hybrid environment with little to no distractions.

• Ability to work well within team as well as be proactive in responsibilities.

• Ability to maintain confidentiality.

• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, multi-line telephone, etc.

• Must have a positive, open mind and considerate attitude toward the responsibilities of the position.

• Must be a self-starter; must be able to be present and work with public in a pleasant, courteous manner.

• Have highest personal integrity and have a sense of accuracy toward record keeping.

• Ability to make sound decisions from observations and carry out instructions.

• Must be available for work during adverse weather conditions.

• Performs all assignments safely assuring compliance with all safety related rules, regulations and policies.

More about this position:

• This position is classified as Telework, allowing an employee to perform work from their home for the position.

• The shift of this position is Monday through Friday, 8am - 5pm. Some abnormal hours may be required on occasion due to outages and other coverage needs.

• This position is a Non-Direct Operational Position. Candidates must live within or be willing to move to one of the nineteen counties served by the Cooperative or within a 40 (forty) road mile radius to any EnergyUnited EMC office.

As a federal contractor subject to the nondiscrimination and affirmative action obligations of Executive Order 11246, as amended, and its implementing regulations, Section 503 of the Rehabilitation Act of 1973, as amended, and its implementing regulations at 41 CFR § 60-741, and the Vietnam Era Veterans Readjustment Assistance Act, as amended, and its implementing regulations at 41 CFR § 60-300, EnergyUnited EMC (hereinafter referred to as "the Cooperative"), with the full support of the Chief Executive Officer (CEO), reaffirms that it will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability status, any other characteristic protected by federal, state or local laws, or status as a protected veteran.