Member Support Specialist - Call Center

Job Description

Job Description

EnergyUnited is looking for a Member Support Specialist I or II to join our Member Support team. The level will be determined based on the selected candidate’s experience, proficiency, and ability to independently handle member needs.

In this role, you will be a trusted resource for members, answering questions, resolving account concerns, explaining services, and supporting members during routine operations and power outages. Every interaction is an opportunity to create a positive member experience in a fast-paced call center environment.

What You’ll Do

• Respond to a high volume of member inquiries through phone, email, and online channels.
• Assist members with billing questions, high-bill concerns, delinquent accounts, payment arrangements, adjustments, returned checks, and service restoration needs.
• Process account requests, including move-ins, move-outs, address changes, guarantors, and capital credits.
• Explain EnergyUnited’s rates, policies, products, programs, and service installation procedures.
• Help members understand their energy usage and identify opportunities to manage electricity costs.
• Use AMI, outage management, customer information, and call center systems to research and resolve member concerns.
• Support the EnergyAdvantage prepaid program, security-light requests, energy-efficiency programs, and other EnergyUnited offerings.
• Assist builders, developers, apartment communities, and commercial and industrial accounts.
• Research complex billing and service issues and recommend appropriate solutions.
• Maintain accurate account documentation while protecting member confidentiality.
• Meet established quality, productivity, call-volume, and member-service goals.
• Escalate potential concerns to Member Support leadership when appropriate.
• Provide additional support during major storms, outages, and other emergency events.

What You’ll Bring

• An associate degree in a customer service-related field or a high school diploma with at least four years of related customer service experience.
• At least four years of customer service experience using a multiline telephone system.
• Call center experience is preferred.
• Proficiency with Microsoft Office and the ability to learn customer information, call center, outage management, and credit-reporting systems.
• Excellent telephone etiquette, active-listening skills, and written and verbal communication skills.
• Strong problem-solving abilities and sound judgment.
• The ability to remain calm, professional, and accurate in a fast-paced environment.
• A proactive approach and the ability to work effectively with minimal supervision.
• The ability to manage competing priorities, meet deadlines, and maintain confidentiality.
• Bilingual fluency in English and Spanish is preferred.

Member Support Specialist II

• In addition to the responsibilities above, the Member Support Specialist II operates with greater proficiency and independence. This level handles more complex member situations, supports new and existing programs, and contributes to performance and satisfaction metrics used to evaluate member experience and employee effectiveness.

Why EnergyUnited?

At EnergyUnited, our members are at the heart of everything we do. You will join a collaborative team that provides dependable service, meaningful solutions, and an exceptional member experience. Guided by the EnergyUnited Way, we strive to Be Safe, Be Secure, Be Present, and Be Member-Focused in every interaction.

Additional Information

This role requires reliable availability during regular business hours and flexibility when member needs increase due to outages, storms, or emergency events.

The regular schedule for this position is Monday through Friday from 8:00 a.m. to 5:00 p.m. This position is classified as telework, allowing the employee to perform the primary responsibilities of the role from home. Extended or irregular hours may occasionally be required during major storms, outages, or other emergency events.

Employees in non-direct operational positions must establish their domicile within one of the 19 counties served by EnergyUnited or within a 40-road-mile radius of an EnergyUnited office.

Ready to use your customer service skills to make a difference in the communities we serve? Apply today and help EnergyUnited deliver an exceptional member experience.

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.