Job Details

Customer Service Representative

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 satisfaction a priority! Please review the full job description for qualifications.

Position Summary: Provides support for 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.
• Answers questions regarding CEMC and Cumberland Connect websites. Assists e-bill customers with on-line registration and maintenance, including issues with the app downloaded to mobile devices. Responds to e-mail requests and provides occasional, as needed support for chat.
• 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.
• Receives requests, creates service orders for internet and telephone services
• Answers questions about electric and broadband services, and processes appropriate member requests relating to electric and broadband services or accounts, including bill complaints. Follows-up with members regarding service orders, complaints, etc. as needed
• Processes applications for new service. Informs new members of information to be sent electronically and initiates correspondence.
• Is knowledgeable of CEMC policies relating to customer service and operations.
• Directs solicitation for the sale of new or diversified services or products.
• Contacts appropriate personnel to initiate billing adjustments, payment transfers, or penalty removals as needed.
• Works closely with EAP agencies to insure 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 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, Cisco Call Center platform, Microsoft Office Suite (including Outlook, Word, and Excel), Internet Explorer, Outage Management System, AMR Command Center, HappyFox Chat.

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.