Customer Service Representative

Cumberland Electric Membership Corporation, Inc.; Clarksville (TN); On-site; USD 38,000 - 48,000; Full time

Job summary

Cumberland Electric Membership Corporation, Inc. seeks a Customer Contact Center Representative to handle multi-channel member interactions (phone, chat, e-mail, SmartHub) for electric and broadband services.

You will provide front-line support, process service orders, and respond to inquiries while upholding CIS documentation standards. The role requires a minimum of three years in utilities or customer service, a high school diploma, and strong communication skills.

Qualifications

• Minimum of three years of experience in the utility field or a Customer Service position.
• High school diploma required; valid driver’s license.
• Preferred: two years of additional formal education in office administration or secretarial science.

Responsibilities

• Answer inbound calls and serve as receptionist for Headquarters and District Offices.
• Monitor and respond to member inquiries via SmartHub, chat, and e-mail for electric and broadband services.
• Process service orders for electric, broadband, and related services; coordinate outages and billing adjustments as needed.
• Document all interactions in the CIS; provide front-line support and relay information accurately.

Skills

Typing speed 25+ wpm

Strong communication

Customer service

Education

High School diploma

Two years related education (preferred)

Tools

NISC IVUE CIS and ABS

IVUE Connect

NISC AppSuite

Cisco Call Center

Microsoft Office (Outlook, Word, Excel)

Outage Management System

AMR Command Center

DocVault

Job description

Job Description

Job Description

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 SmartHub 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 SmartHub, 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

NISC IVUE CIS and ABS, IVUE Connect, NISC AppSuite, Cisco Call Center platform, Microsoft Office Suite (including Outlook, Word, and Excel), Internet browser, Outage Management System, AMR Command Center, and DocVault.

Education Degrees, Certificates, Licenses, and/or Training:

Exceptional favorable experience may be considered for a portion of the education requirements.

Required: High School diploma.

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 knowledge of applicable software used in position.

Working knowledge of CEMC policies relating to customer service, billing, and operations.

Knowledge of records management, filing systems, and office practices and procedures.

Ability to support goals of Customer Contact Center.

Ability to type 25+ words per minute.

Ability to operate office equipment with an acceptable degree of speed and accuracy.

Ability to communicate professionally (both written and verbal), to include giving and receiving pertinent information clearly, concisely, and efficiently in a pleasant manner.

Ability to work professionally, courteously, and efficiently with the members, general public, and all Cooperative employees in the best interest of the Cooperative.

Ability to plan and organize work, work independently, and assume responsibility.

Ability to recognize member needs and relay information to supervisor.

Ability to multi-task without becoming distressed.

Preferred: Previous experience in a Call Center or Customer Accounting position.

Knowledge of CEMC service area.

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Visual Acuity, speaking, hearing, manual dexterity, standing, walking, sitting, stooping, bending, twisting, squatting, lifting and moving from 20 to 40 pounds.

Working Conditions

Minimum of eight hours a day, five days a week.

Erratic working hours and pressure.

Work is primarily performed indoors at the CEMC Headquarters Office with almost constant use of telephone and computer. The work environment includes constant interaction with members and other employees.

Occasionally travels to CEMC district offices.

Occasionally travels to meetings and/or trainings, to include overnight, outside of CEMC service area.

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