Member Service Representative

RESPONSIBILITIES

• To serve as primary contact for customer members.
• Handle all customer inquiries by phone, electronic communication or in person.
• Respond to member inquiries related to billings, rates and associated policies and procedures.
• Handle customer inquiries related to electric use, high bill inquiries and general orientation to the Cooperative.
• To explain all Cooperative programs and services in a manner that helps move customer members to participate in these programs and services.
• Create new customer accounts and execute all required paperwork.
• Complete work orders for connection of new services including new construction or ins and outs.
• Mail relevant Cooperative information to new customer members.
• Conduct routine telephone follow-up with customers as specified by Cooperative policy and procedures.
• Prepare and process all necessary adjustments to consumer accounts.
• Receive and process data pertaining to consumer accounts.
• Operate a computer and be proficient in National Information Solution Cooperative (NISC) system related to customer billing and records as well as the Microsoft Office products.
• Coordinate delinquent bill collections, including establishment of payment arrangements, monitoring payments received and executing disconnects.
• Take and process monthly meter readings on residential and commercial accounts.
• Run letters for final bills and past due account letters.
• Ensure that accounts are turned over to a collection agency at the appropriate time in the process.
• Processing bills, delinquent notices, and related activities, and calculating billing adjustments by current policy and schedule
• Provide consumer accounts data for other departments.
• Process estate retirements and unclaimed capital credits.
• Receive, record and reconcile daily collections received at counter, by mail and electronically.
• Prepare receipts for deposit.
• Perform general filing, keyboarding and other clerical functions.
• As the Cooperative expands services beyond electricity, this position will remain the primary customer contact area and this position will field questions from customers regardless of product.
• Process requests and initiate paperwork necessary to execute Cooperative rebates and associated programs.
• Operate all business office machines.
• Handle invoicing and process vendor checks, when requested.
• Make recommendations to the CFO regarding new programs or efficiencies that could be achieved by streamlining internal procedures.
• Ensure that office is open on time and that the Cooperative is ready to do business no later than the assigned work starting time.
• Ensure that the office is properly closed down at the end of each work day.
• Notify Cooperative Response Center (CRC), the Cooperative after hours answering service, at the close of the work day, when requested.
• Assist in the training or cross training of other employees.
• Maintain a clean, neat and orderly work environment.
• Provide our customers and others with prompt, courteous service that results in good customer and public relations.
• Willing to work overtime as needed, specifically in the event of severe weather or storms that result in outages.
• Assist in achieving a greater degree of teamwork by performing all other duties as deemed necessary, requiring equal or lesser skill when assigned by supervisor.

QUALIFICATIONS/EDUCATION

• High school diploma or equivalent required.
• Basic Accounting knowledge preferred.
• Proficient in basic Microsoft Office applications including Word, Excel, Outlook and Access. Use of basic office equipment including a 10-key calculator and Cooperative software is preferred. Must have an overall comfortability working with a computer.
• Must be comfortable with a multi-phone line operation.
• Possesses the ability to solve problems and work with a high level of accuracy.
• Must have a working knowledge or be willing to learn the Cooperative service regulations, rates and policies. Must be able to analyze and interpret billing data.
• Must have considerable skill in effectively dealing with a variety of people under difficult circumstances.
• Attend training and/or courses relating to area of work (overnight stay may be required).
• Ability to communicate effectively, orally and in writing.
• Must have a valid drivers license.
• This position is not a remote position. It requires daily attendance to the Cooperative Headquarters Monday-Friday, 7:30am-4:30pm.

Job Type: Full-time

Pay: From $21.78 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person