Member Care Specialist - Multi-Channel Support

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

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.