Member Service Representative

OBJECTIVES

1. To provide courteous, prompt and accurate customer service to the members of the Cooperative, reflecting a professional image and promoting good will between the members, the general public and the Cooperative.
2. Cooperates with other employees and departments to accomplish the goals of the Cooperative.

RESPONSIBILITIES

1. Answers incoming calls in a professional and timely manner ensuring that calls are properly completed.
2. Processes member payments in office, night deposit box and by phone.
3. Performs daily cash register balancing
4. Receives member requests, processes paperwork and/or directs to correct department and/or employee.
   1. new service
   2. security light connects, disconnects and repairs
   3. routine connects/disconnects
   4. outages
   5. meter changes
   6. right-of-way/maintenance requests
   7. customer complaints
   8. capital credits
5. Reviews open service order report and takes appropriate action.
6. Assists members with questions concerning their account(s).
   1. bill payments & fees
   2. verification of information address, social security number, telephone number, etc.
   3. contract payments and payment arrangements
   4. bill adjustments
   5. refer to appropriate agencies for assistance with payments and processing those vouchers and/or payments
7. Receives member requests for new service.
   1. collect line extension payments
   2. collect membership fees and deposits
   3. process membership applications
   4. provide new membership packets
8. Maintains up-to-date knowledge of services and products (levelized billing, auto pay, pre-pay, e-billing, internet passwords, landlord agreements and extended payment plans) provided by the Cooperative and provides information to members as requested.
9. Keeps up-to-date on procedures and PSC Rules & Regulations.
10. Provides support and keeps up-to-date on member services programs. Maintains knowledge of marketing programs and assists members with purchases of non-utility products. Provides support to the departments of staking and operations.
11. Ensures that bank deposits and mail is delivered daily as requested.
12. Acts as supervisor in the absence of the office supervisor as requested.
13. Follows BGEnergy Safety Manual as well as BGEnergy policies and procedures.

DISCLAIMER

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

POSITION SPECIFICATIONS

1. Education: High school diploma or general education degree (GED)
2. Work Experience: Six (6) months on the job training

KNOWLEDGE SKILLS & ABILITIES

Must be able to carry out activities, which require a high degree of accuracy and attention to detail. Must be able to organize work to meet deadlines. Working knowledge of computers. Excellent problem solving, communication, and interpersonal skills. Ability to work independently and be resourceful. Ability to operate business machines. Ability to learn use of SEDC computer software. Ability to apply PSC regulations and Cooperative Policy and Procedures to effectively carry out job duties.

PHYSICAL REQUIREMENTS

Required to pass a physical examination when employed. Must have sufficient health to perform the essential functions, duties, and responsibilities of the job.

WORKING CONDITIONS

Office Environment

Extensive Sitting

Lifting up to ten (10) pounds