Member Support Specialist I/II – Regional Office

Energyunited; Taylorsville (NC); Hybrid; USD 36,000 - 54,000; Full time

Job summary

EnergyUnited is seeking a Member Support Specialist I or II to provide high-quality member service by phone, email, and other channels from our Taylorsville location. You will assist with billing questions, move-ins/outs, and complex account issues while using CIS, Five9, AMI and OMS to research accounts.

The role offers hybrid work with training and advancement opportunities as you gain experience in energy services and customer care.

Qualifications

• Experience in customer service with a call center is preferred.
• Strong communication and problem-solving skills.
• Ability to handle cash and reconcile cash drawer.
• Familiarity with billing, payments, and account adjustments.
• Proficiency with Microsoft Office and ability to learn new systems.

Responsibilities

• Provide high-quality service to members by phone, email, and other channels.
• Assist members with billing questions, delinquent accounts, and service requests.
• Manage member accounts and process requests using established procedures.
• Reconcile the cash drawer and prepare daily bank deposits.
• Prepare weekly deposits for pickup by armored car service.
• Research and resolve member questions and complex billing issues.
• Explain rates, policies, procedures, products, services, and installation requirements.
• Use CIS, Five9, AMI and OMS to research accounts and assist members.
• Help members understand their electric usage and programs.
• Support move-in/out, payment arrangements, capital credits, and related needs.
• Assist builders, developers, and commercial/industrial accounts.
• Handle high volume of interactions with accuracy and professionalism.
• Support product offerings, including scheduling installations and handling questions.
• Identify problems and communicate them to Lead/Supervisor/Manager.
• Participate in training and special projects for the team.

Skills

Customer service

Multi-line phone system

Cash handling

Billing support

Microsoft Office

Account research

Problem solving

Communication

Education

Associate degree in related field

High school diploma + 4 years experience

Tools

CIS

Five9

AMI

OMS

Job description

Join Our Member Support Team

EnergyUnited is looking for a Member Support Specialist to join our team and serve as an important point of contact for our members.

This position may be filled at the Member Support Specialist I or II level, depending on the candidate’s experience, knowledge, and qualifications.

Whether you are building your experience in member support or are an experienced customer service professional ready to take on more complex issues, we want to hear from you.

What You’ll Do

• Provide high-quality service to members by phone, email, and other communication channels.
• Assist members with billing questions, high-bill concerns, delinquent accounts, payments, adjustments, service requests, outages, and other account needs.
• Manage member accounts and process requests accurately using established procedures.
• Reconcile the cash drawer and prepare daily bank deposits.
• Prepare weekly deposits for pickup by armored car service.
• Research and resolve member questions and more complex billing or customer service issues.
• Explain EnergyUnited rates, policies, procedures, products, services, and service installation requirements.
• Use EnergyUnited systems, including CIS, Five9, AMI and OMS, to research accounts and assist members.
• Help members understand their electric usage, costs, and available EnergyUnited programs.
• Support members with move-in and move-out requests, payment arrangements, capital credits, returned checks, and other account-related needs.
• Assist builders, developers, apartment complexes, and commercial and industrial accounts.
• Handle a high volume of member interactions while maintaining accuracy, professionalism, and a positive member experience.
• Support product offerings, including scheduling installations and handling product questions or complaints.
• Identify potential problems and communicate them to the appropriate Lead, Supervisor, or Manager.
• Participate in training, special projects, and other initiatives that support the Member Support team.

What's the Difference Between I and II?

Member Support Specialist I

is a great fit for someone who is developing their knowledge of EnergyUnited's systems, products, services, and member support processes. The focus is on providing excellent day-to-day member service while building proficiency and confidence in the role.

Member Support Specialist II

is for someone with greater experience and proficiency who can independently handle more complex member issues, account situations, and administrative processes. Specialist II employees are expected to demonstrate a higher level of performance and take on additional responsibilities.

The level will be determined based on the candidate's qualifications and experience.

What You’ll Bring

• Associate degree related to customer service or a high school diploma plus four years of related customer service experience.
• Customer service experience with a multi-line telephone system; call center experience preferred.
• Cash handling or cash reconciliation experience preferred
• Strong communication, listening, and problem-solving skills.
• Excellent phone etiquette and a professional approach to member interactions.
• Proficiency with Microsoft Office and the ability to learn customer information systems and other technology.
• Ability to work independently, make sound decisions, and manage multiple priorities.
• Ability to maintain confidentiality and professionalism.
• Flexibility to work extended hours, outages, and during adverse weather conditions.
• Commitment to safety and compliance with EnergyUnited policies.

Why EnergyUnited?

Every day, our Member Support team helps our members navigate questions, solve problems, and get the support they need. If you enjoy helping people, solving problems, and working as part of a team, we'd love to hear from you.

This position is classified as Hybrid.

Residency Requirement:

Employees in this non-direct operational position must maintain their domicile within one of the nineteen counties served by EnergyUnited or within a 40-mile road radius of an EnergyUnited office. This position will regularly work at the Taylorsville location and requires reliable transportation to and from the location.

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.