Hear from the people behind our power

Janice started with EnergyUnited over 15 years ago and has been in a Lead Customer Care position for five years. She, along with her team, takes member calls of all varieties and assists with the membership’s questions and concerns. She makes sure that her team is focused on creating the best experience possible in all member interactions. Janice believes that creating a family-like environment for her team translates to creating a family-like experience for our members, which is even more important when working remotely. “My team is awesome!” Janice says about the Customer Care department. “We support and help each other and work together like one big family. My passion aligns with the company purpose to improve the quality of life for our members and our communities.” As the Lead Customer Care Representative, Janice considers it a privilege to represent her company.

Lissa moved to North Carolina in 2005, and immediately began working for EnergyUnited. Having previously worked for a cooperative she appreciated the cooperative atmosphere, and her heart directed her to her new work family. She began as a Quality Assurance Trainer, transitioning to the Customer Care Training Supervisor in 2020. Lissa spends her days supporting the Customer Care team, assisting in the training of new and experienced representatives. She is currently designing a virtual training program with the training team, which is crucial in the new telework and hybrid work model within her department. “I love working with our amazing team,” Lissa says. “My success is based on our team’s success.” She loves watching new customer care representatives grow as they transition through the training program followed by on-the-job training with mentors. Lissa believes it is important to provide these new employees with “a strong foundation before they transition to taking care of our members. EnergyUnited is always evolving and improving,” Lissa continues. “Our core values of safety, integrity, commitment and excellence are at the forefront of our business.” According to Lissa, EnergyUnited “is a wonderful place to work.” This is partially due to the culture of longevity in the organization, which means that newer employees have resources and knowledge to derive from their more experienced peers. Fostering a positive employee experience creates a positive member experience.

Nearly a year into her time as a Level 2 Member Support Specialist, Laura Dixon is adamant that EnergyUnited has the best customer service she’s ever encountered. Having so often experienced difficulty getting help from service representatives at other companies, she is delighted to be part of a team that brings positive energy to every call, always ready to help members out with whatever they need, whether it’s billing assistance, power outages, grant opportunities, questions about the Youth Tour—anything and everything. She is also impressed by the dedication of crews and support staff to work holidays, weekends and nights when severe weather calls for large-scale efforts to get power restored quickly. A typical day for Laura consists of working with members to answer questions and resolve issues that don’t always have obvious solutions. She also enjoys assisting other teams when they need extra help. She finds it particularly rewarding to help figure out payment options for members who are struggling to keep up. Although working remotely means she doesn’t get the chance to share space with her colleagues and see them face-to-face every day, she is proud to be part of a team with the ability to communicate and work cohesively no matter the circumstances.