Customer Service Representative

MCMINNVILLE ELECTRIC SYSTEM

- An Equal Opportunity Employer -

JOB VACANCY ANNOUNCEMENT

Customer Service Representative

QUALIFICATION REQUIREMENTS: (Applicants must meet the minimum requirements for the position by closing date of this vacancy announcement)

POSITION: Customer Service Representative

REPORTS TO: Manager, Customer Service

DEPARTMENT: Customer Service

DIRECTS: None

EFFECTIVE: March 1, 2025

PURPOSE OF POSITION:

To be responsible for directly interacting with customers, addressing their inquiries and complaints, accepting and processing applications for service, and ensuring customer satisfaction by actively listening to their needs and providing timely solutions, often through phone, email or live interaction; to provide efficient and courteous service in collection of customer payments; to maintain accurate records of customer accounts in accordance with approved accounting procedures; and to assist with the monthly billing of customer accounts.

JOB QUALIFICATIONS:

Required:

· High school diploma or equivalent.

· Associates Degree from an accredited college or university, or equivalent in a business-related field.

· A minimum of two years’ experience in a customer service environment.

· Must have legal authorization to work within the United States.

· The ability to successfully pass McMinnville Electric System’s pre-employment, post-offer physical examination and drug screen.

· The ability to acquire and maintain a valid Tennessee driver's license.

· Must be able to meet the special position requirements, physical demands, working conditions, and working relationships as listed below.

Preferred:

· Ability to communicate effectively in Spanish.

SPECIAL POSITION REQUIREMENTS:

Residency Requirement: Due to the emergency nature of utility work, this position is subject to current residency requirements of MES.

REQUIRED JOB KNOWLEDGE, SKILLS, AND ABILITIES:

· Answering customer inquiries: To respond to customer questions about MES’s services, billing, rates, account details, and policies.

· Handling complaints: To investigate customer issues, resolving complaints in a timely manner.

· Processing orders: To accept and process customer applications for service, verify details, and process payments.

· Account management: To update customer accounts with changes to personal information, billing details, or service options.

· Escalating issues: To refer complex problems to supervisors when necessary.

· Data entry: To record customer interactions, details of inquiries, and actions taken into MES Computer software system.

· Excellent communication skills: Must possess clear and concise verbal and written communications skills to effectively understand customer needs and provide information.

· Active listening: Ability to pay close attention to customer concerns and questions to fully comprehend their needs.

· Problem-solving skills: To analyze customer issues, identifying root causes, and finding appropriate solutions.

· Knowledge: Must have ability to obtain a thorough understanding of MES’s services, rates, policies, and procedures.

· Customer service focus: To remain patient, empathetic, and polite even when dealing with challenging situations.

· Time management: Ability to multitask, efficiently handling multiple customer interactions simultaneously while meeting deadlines.

· Attention to detail: To accurately handle sensitive customer information and ensure data integrity.

· Technical proficiency: Must be proficient at typing/keyboarding, using Microsoft applications (Excel, Word, and Outlook) and internet, as well as general office equipment including calculators, printers, copiers, and faxes.

· Problem Solving skills: To analyze customer issues and find appropriate solutions.

· Team player: Must be self-motivated, honest, dependable, and a team player.

PHYSICAL DEMANDS:

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities (some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees).

Requires reaching, pushing, pulling and lifting up to 30 pounds.

Requires stooping, kneeling, standing, and walking.

Requires climbing and balancing on step ladder to retrieve documents.

Requires the ability to grasp and lift small objects with the fingers, and repetitive finger movements to use office equipment.

Requires ability to speak clearly and communicate effectively in order to interact with employees and customers.

Requires hearing within normal range (hearing aids are permitted).

Requires visual acuity for office equipment operation and reading of documents and forms.

WORKING CONDITIONS:

Full-time position with standard office hours, Monday through Friday on-site. Sedentary work in office environment; requires the flexibility to work during emergency situations; requires the flexibility to work irregular hours. Overtime may be required on short notice.

This job description is only intended to reflect the general nature and duties of the position and may not include all essential functions. Anything deemed necessary by management will become an integral part of the job. This position description does not constitute a written or implied contract of employment.

This position has been designated as non-exempt according to the Fair Labor Standards Act (FLSA).

WORKING RELATIONSHIPS:

Internal: Two-way communication with assigned supervisor to receive direction and provide status on work related assignments; with all departments to provide and receive information on customer and MES matters; must treat all MES employees with dignity, respect, and in a professional manner.

External: Demonstrates an awareness that the job exists to effectively serve each and every customer, and at every opportunity to achieve increased customer and public understanding for support of MES as a public power entity.

HOW TO APPLY:

Please email resume to tboren@mesystem.net, or mail to Teresa Boren, 200 W. Morford Street, McMinnville, TN 37110 by 7:00 AM on 03/17/25.

ADDITIONAL INFORMATION TO APPLICANTS:

All qualified candidates will receive consideration for this position without regard to race, color, religion, sex, age, national origin, handicap, political affiliation, labor organization affiliation, marital status, or other non-merit factors.

Travel expense will be paid by the applicant.

Relocation expenses, if any, will not be paid by McMinnville Electric System.

Job Type: Full-time

Pay: $15.54 - $26.76 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $16 - $27