Job Description

About the Role

At EnergyUnited, we put our members at the center of everything we do. As a Member Support Specialist – Call Center, you’ll provide exceptional service from the comfort of your home office. You’ll be the first point of contact for members via phone, email, and online channels, helping them resolve questions quickly and confidently. This role is all about creating positive experiences that reflect EnergyUnited’s commitment to safety, reliability, and care.

What You’ll Do

• Answer incoming calls, emails, and web inquiries with professionalism and empathy.
• Assist members with billing, payments, usage concerns, rates, outages, and account-related needs.
• Guide members through EnergyUnited’s programs, including EnergyAdvantage prepaid, capital credits, and security lights.
• Process move-in/move-out requests and explain service installation and account procedures.
• Use Customer Information Systems (CIS), Advanced Metering Infrastructure (AMI), and Outage Management Systems (OMS) to research and resolve concerns.
• Document interactions accurately and escalate complex issues when needed.
• Provide extended member support during outages and adverse weather events.
• Maintain confidentiality and professionalism in all communications.

Working Conditions

• Standard schedule: either 9AM- 8PM (4 Days per Week) or 11AM - 8PM (5 Days per Week) may vary; extended hours during outages required).
• Fully Remote Position: This is a work-from-home role. You must have a reliable internet connection and a dedicated workspace.
• Storm & Outage Support: During adverse weather or widespread outages, you will be required to remain available for extended shifts to support members.
• Must reside within EnergyUnited’s 19-county service area or within a 40-mile radius of any EnergyUnited office.

What We’re Looking For

• Associate degree in a related field or High School diploma plus 4 years of customer service experience (call center background strongly preferred).
• At least 4 years of customer service experience with multi-line phone and PC use.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Excellent communication skills and strong phone etiquette.
• Ability to work independently, stay focused in a home environment, and meet deadlines.
• Calm under pressure, solution-oriented, and committed to member satisfaction.

Physical Requirements

• Prolonged sitting and use of a computer/headset for calls.
• Occasional travel to EnergyUnited offices for training or team meetings may be required.
• Availability during major outages/storm events.

Why EnergyUnited?

• Joining EnergyUnited means being part of a cooperative that powers communities and values people first. We provide a supportive, member-focused culture where employees are empowered to grow, contribute, and make a meaningful impact every day.

Ready to Work From Home While Powering Communities?

• Apply today and become the voice our members depend on.

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