Member Care Representative I at Cobb EMC – Marietta, Georgia

Cobb EMC
Member Care Representative I

US-GA-Marietta

Job ID: 2026-1351
Type: Regular Full-Time
# of Openings: 2
Category: Customer Service/Support
Cobb EMC

Overview

Cobb EMC has an exciting opportunity for a Member Care Representative I to provide one-call resolution focused service to Cobb EMC Members. To provide members with accurate policy and procedural related information when responding to general inquiries. To speed resolution of day-to-day member facing issues in the areas of applications, customer service, billing, payments and inbound/outbound correspondence.

Schedule: Monday -Friday 9am-6pm **In the office 5 days/week for at least the first 90 days for training. Once the team has determined that training is complete, this becomes a hybrid role: 4 days remote and 1 day in the office.

Benefits:

• Company paid Health Insurance Premiums!
• Insurance is effective your first day of employment
• Retirement Security Pension plan!
• Automatic 7% Company paid contribution to 401k with additional matching!
• Annual Bonus Program!
• Tuition and Certification reimbursement!
• Learn more HERE

To learn more about Cobb EMC visit our website at www.cobbemc.com

Responsibilities

What you will be doing:

Member Inquiries:

• Receive and process applications for new electric service
• Provision orders for reconnect and transfer of service
• Effectively communicate and explain rate options/structures
• Receive inbound calls from members regarding general, billing and payment related inquiries
• Effectively resolve member issues with a one-call resolution focus
• Update member accounts in customer information system
• Setup pay plans for members upon request
• Handle pay arrangements on past due accounts according to company procedures
• Process billing adjustments as necessary
• Adhere to preset Quality Assurance standards in order to ensure a positive member service experience
• Establish and maintain a working knowledge of Cobb EMC policies and procedures
• Utilize online reference file (ORF) as a guide to accurately providing information on and properly executing Cobb EMC policies and procedures
• Communicate process improvement focused recommendations to staff
• Advise staff of operational and member facing policy and/or system related issues
• Work extended hours during high call volume periods (as required)
• Work extended hours and/or weekends during Outages (as required)
• Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours
• Work extended hours during high call volume periods (as required)
• Work extended hours and/or weekends during Outages (as required)
• Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours.

Service Orders:

• Receive, communicate and process service orders
• Establish multiple service accounts per state
• Analyze and charge any arrears due to the corporation in accordance with established procedures
• Ensure accurate billing of service charges and deposits
• Generate meter change service orders for meter change outs
• Process same day requests for electric service
• Investigate and process out-of-date service orders

Reports and Member Information:

• Add tax exemption information upon request and post verification member information
• Process credit refund requests

Qualifications
Minimum Requirements:

EDUCATION/KNOWLEDGE/EXPERIENCE: High School diploma or equivalent

Minimum two years of experience as a customer service representative or related customer service experience.

SKILLS:

Excellent listening, oral and written communication skills

Excellent interpersonal skills to interact with members and employees

Proficiency in effectively conducting member interviews and addressing and resolving inquiries

Excellent organization and planning skills

Works well independently and in a team environment

Demonstrated ability to effectively work in a fast paced, high pressure work atmosphere

Experience with Microsoft Office applications

Working knowledge of basic utility rates

Demonstrated ability to effectively manage multiple duties

Proficiency with personal computers

PREFERRED:

Previous experience in the utility industry

Bilingual

CORE Values:

Put People First

Care, listen and connect. Think team, not self. Respect and value differences.

Stay Safe

No shortcuts. See the big picture, no tunnel vision. Look out for each other

Innovate

Embrace change. Think big and bold. Be part of the solution.

Own It

Own your attitude, actions and words. Find a way. No BCD. Never stop learning.

EOE/AA F/M/Vets/Disabled/Reasonable Accommodation Employer Drug-free Workplace