Member Service Representative

Member Service Representative I - II - III

Classification : Non-Exempt

Salary Grade / Level / Family / Range : I-2, II-5, III-7

Reports to : Department Coordinator

Date : 07 / 30 / 2015

Revised : 10 / 3 / 18, 04 / 25 / 22, 09 / 19 / 22, 02 / 28 / 25

JOB DESCRIPTION

Summary / Objective

The Member Services Representative is responsible for providing exceptional service to the Cooperative's members by assisting with inquiries, processing transactions, and supporting various member service functions.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Maintain knowledge of all Member Services duties and provide support in various areas as needed.
• Perform cashiering duties, answer calls in the call center queue and assist members in person.
• Process membership applications, service orders, and required reports.
• Address routine member inquiries and complaints, routing complex issues to the appropriate personnel.
• Educate members about the Cooperative's services and programs.
• Collect, research, and process payments both in person and over the phone.
• Assist the Member Services Coordinator with projects and special assignments.
• Dispatch service personnel during regular business hours and after hours as needed.
• Cover vacancies and assist in areas requiring additional support.
• Travel between area offices, as needed to fulfill job responsibilities.

Competencies

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

This is largely a sedentary role, however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear.

Travel

Periodic travel to state and local destinations, as well as some interstate travel is required.

Required Education and Experience

MSR-I

MSR-II

MSR-III

Preferred Education and Experience

MSR-I-II-III

Additional Eligibility Qualifications

AAP / EEO Statement

Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At-Will Employment Statement

This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.

This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Due to the nature of an electric utility, all employees are subject to working extended hours, holidays, nights, and weekends with or without notice. All employees of Aiken Electric Cooperative, Inc. may be required to work during the Annual Meeting. Additional duties or responsibilities may be assigned

NRECA Electric Cooperative Employee Competencies

Core Competencies

The knowledge, skills, and abilities linked to successful performance regardless of role or expertise.

Business Acumen

Integrates business, organizational and industry knowledge to one's own job performance

Cooperative Principles and Practices

Demonstrates an appreciation of the co-op business model

Industry Principles and Concepts

Knows the basic and emerging principles and concepts that impact the energy industry

Business Fundamentals

Integrates knowledge of internal and external business structures and processes into daily practice

Technical Credibility

Keeps current in area of expertise and demonstrates competency within areas of functional responsibility

Political Savvy

Understands the impacts of internal and external political dynamics

Resource Management

Uses resources to accomplish objectives and goals

Service and Community Orientation

Anticipates and meets the needs of internal and external customers and stakeholders

Technology Management

Keeps current on developments and leverages technology to meet goals

Personal Effectiveness Demonstrates a professional presence and a commitment to effective job performance

Accountability and Dependability

Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight

Business Etiquette

Maintains a professional presence in business settings

Ethics and Integrity

Adheres to professional standards and acts in an honest, fair and trustworthy manner

Safety Focus

Adheres to all occupational safety laws, regulations, standards, and practices

Self-Management

Manages own time, priorities, and resources to achieve goals

Self-Awareness / Continual Learning

Displays an ongoing commitment to learning and self-improvement

Interactions with Others

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect

Collaboration / Engagement

Develops networks and alliances to build strategic relationships and achieve common goals

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect

Communication

Clearly and concisely conveying information and effectively listening and responding to others

Negotiation and Conflict Management

Manages and resolves conflicts and disagreements in a constructive manner

Cooperation and Teamwork

Works well with others and within teams to achieve goals

Diversity Awareness

Considers, respects, and adapts individual differences

Problem-Solving Exercises good judgment to make well-informed decisions and to develop and implement effective solutions

Initiative

Is proactive and looks for opportunities to make a difference

Critical Thinking and Decision Making

Uses knowledge, facts and data to effectively solve problems and make decisions

Innovation / Creativity

Is able to be an original thinker and go beyond conventional approaches

Resourceful / Achievement Oriented

Focuses on improving performance, meeting or surpassing goals, and producing results

Flexibility

Remains open to new ideas, information, and approaches