Member Service Representative

Job Title: Member Service Representative

Department: Member Service

Reports to: Director of Member Service

Supervises: None

Other Reporting Relationships: The employee may temporarily, or on an ongoing basis, direct the activities of other(s) as determined appropriate by supervisory personnel.

Internal Relationships: Builds and maintains positive and productive working relationships with fellow employees.

Member-Consumer Relationships: Builds and maintains positive member-consumer relationships promoting the Cooperative’s plans, procedures, and services as well as promoting a positive image for the organization and its goals and objectives.

External Relationships: Builds and maintains positive external relationships with the general public and other organizations which contribute to the overall success of the organization and reflects positively on the organization and its goals and objectives.

PURPOSE OF POSITION

Provides efficient service and assistance to the members of the Cooperative on a direct individual basis in person, by telephone, via online applications and email or online chat sessions. Acquires and processes data for use in service and marketing programs.

MAJOR OBJECTIVES AND RESPONSIBILITIES

ACCOUNTABILITY - The following activities are specific to this position:

• Providing favorable public and consumer relations, providing courteous service at all times, and making new members feel welcome and a part of the Cooperative
• Utilization of computer for assigned activities
• Computer entry, application, and posting of consumer deposits to correct accounts, preparation and accuracy of adjustments to accounts
• Utilization of batch programs to assist in finding payments credited to incorrect accounts.
• Resolution of member billing complaints
• Reports to immediate supervisor of progress and deviation from plans in areas of responsibility and communications with supervisors and co-workers
• Promoting and administering the Flex Pay program
• Research and accuracy of member billing data
• Communications with consumers regarding utility usage and ways to conserve; general explanations of accounts
• Coordination with Social Services and assistance agencies and organizations
• Reporting problems and conditions promptly which warrant immediate resolution
• Attendance and participation in Annual Meeting of the Membership
• Personal productivity and adherence to schedules and deadlines for assigned work
• Favorable relations and quality of assistance provided for other departmental personnel
• Knowledge of rates, membership requirements and application, work orders, and related data
• Reporting to work on time at business office, as scheduled, ready to assist members promptly and continue daily activities until final customer has been adequately served
• Maintenance and accuracy of consumer records, meter records, member files, service order records, and other assigned documentation
• Follow-up on service orders to ensure provision of service
• Promoting and administering all Marketing Programs and other Cooperative Services
• Adherence to all Cooperative policies and procedures, safety and security policies and procedures, and supervisory and managerial directives
• Assistance in training of new personnel and training other departmental personnel in assigned areas of responsibility
• Assisting workgroup in troubleshooting problems with workflow
• Processing service orders for customers, including those requiring staking sheets from the engineering department
• Knowledge and utilization of cemcpower.com website and monthly newletters to assist members
• Monitoring and revising database information and other data for prompt and accurate billing of subdivision security lighting
• Knowledge of Milsoft Outage System
• Knowledge of Partner Mapping System
• Knowledge of SEDC Mobile Data Dispatch System
• Accuracy of disconnecting or reconnecting meters via AMI

The following activities are performed by all CEMC employees:

• Observe all safety rules.
• Keep informed of all CEMC plans, policies and programs.
• Keep supervisor informed of all activities.
• Exercise reasonable care in the use of and security of all CEMC assets.
• Make every effort to serve all consumer-members courteously and efficiently; to respond to their inquiries appropriately, and if necessary, refer them to the appropriate party for resolution.

POSITION SPECIFICATIONS

Education: High School Diploma or equivalent.

Job Training, Experience, and Knowledge: Four years or more direct experience in a customer service, or customer billing service environments preferred. The Member Service Representative must be capable of accurately maintaining a thorough knowledge of the various programs of CEMC in accordance with the strategic business plans and/or supervisory input and is responsible for effectively applying and communicating the same to others. Prior job experience in such responsibilities is desired. The individual is expected to perform mathematical calculations and communications responsibilities as well as task applications accurately and timely. Must have the ability to proficiently communicate through written and verbal methods of business communication. The individual must maintain and project a positive image to the public and within the organization in order to effectively project and reinforce the goals and objectives of the organization. Must have the ability to problem solve and communicate clearly in written and spoken forms. The position requires that the individual be capable of performing duties accurately and professionally at all times. The individual must have the ability to work productively under deadlines and maintain a high degree of accuracy in performing assigned duties. A combination of educational equivalents, and/or directly related prior work experience and/or training with demonstrated proficiency may be substituted for any or all of the educational requirements.

Abilities and Skills: Must be able to carry out a variety of activities which require a high degree of accuracy and attention to detail. Must be capable of multi-tasking and maintaining productivity and efficiency in executing duties and assignments. Must be able to make positive decisions in a timely manner and exercise sound judgment.

Equipment and Machinery Operated: Position utilizes computer terminals, personal computers, calculators, telephone and radio communications equipment, photocopy machine and other standard office equipment in the completion of assigned duties. Operates automobile if specifically assigned.

General physical activity and demands: These activities may be performed from standing or seated position depending on the tasks being accomplished. Position requires frequent standing, walking, stooping, reaching and grasping. Physical dexterity and efficient coordination are required for the operation of machinery and standard communications equipment involved with the position. The position does not customarily require lifting weights in excess of approximately 25 lbs. The duties of the position are performed in an office environment.

Driver’s License requirement: Must maintain a valid N.C. Driver’s License of the type specified by the Cooperative if necessary to carry out the duties assigned to the position.

Overtime Status: This position is subject to the overtime requirements of the Fair Labor Standards Act, as amended.

Non-Discrimination: This position shall be filled on the basis of qualifications and ability to perform the essential functions of the job and without regard to race, religion, color, sex, sexual orientation, gender, gender identity, age, national origin, disability (including physical or mental impairment), genetic information, marital status, veteran status or other protective status.

NOTE: Individual must possess and maintain the mental and physical competencies necessary to perform the duties of the position. The responsibilities and duties specified in this job description and the information contained in the accompanying position specifications are intended to generally reflect the nature of the position. The responsibilities, duties, tasks, and reporting relationships may change from time to time either temporarily or ongoing based on the needs of the employer. Such changes may be made by the employer in oral or written form. The individual is expected to work extended and/or irregular hours if necessary or assigned. The individual also assists in the restoration of service in emergency situations. The employment described herein is at the will of the employee and the employer.