Member Services Representative

CLOVERLAND ELECTRIC COOPERATIVE

MEMBER SERVICES REPRESENTATIVE

STATUS: NON-EXEMPT, HOURLY

JOB CODE 21-3511

1. POSITION FUNCTION/OBJECTIVE

Under the direction of the Manager of Member Services, a Member Services Representative will work in a fast-paced environment with a high call volume. We are a member owned cooperative and our first objective is to respond to our members inquiries. The primary job duty is providing member services by answering the phone, responding to member emails and inquiries. These services include answering energy use and billing related questions, initiating, monitoring, and closing service orders, processing payments, entering outage tickets, updating account information, activating, and updating memberships. Will promote the cooperative's programs and services while following the Cooperative's bylaws, policies, and authorized practices and rules. Must be able to multi-task with a high degree of accuracy while working productively under deadlines., Confidentiality and attention to detail in performing core and assigned duties and responsibilities is a must. Responsible for building and maintaining respectful, courteous, and professional relationships with co-workers and management.

1. PRINICPAL DUTIES AND RESPONSIBILITIES

The core duties and responsibilities of this position are listed below:

1. Interacts with members and co-workers in person, by telephone, email and other communication platforms by addressing matters promptly, respectfully and professionally.
2. Resolves member issues and accurately answers questions about energy use, energy efficiency, bills, electrical service, membership, and cooperative programs and exercises good judgment in determining when a member would be best served by discussing issues with the supervisor or manager.
3. Receives, processes and posts payments accurately.
4. Activates new memberships and updates existing memberships.
5. Creates, monitors, and closes service orders timely, accurately, and efficiently.
6. Processes member-requested remote disconnects and reconnects.
7. Monitors Outage Management System (OMS) and outage map to identify the locations, causes and extent of power outages. Creates outage tickets as needed.
8. Creates and maintains Contract Tracking entries-accurately and completely.
9. Performs cash register operations accurately including daily balancing functions, preparation of deposits and daily reports.
10. Posts supplemental charges, deposits, and other authorized charges when applicable.
11. Directs qualifying adjustments to appropriate personnel for authorization.
12. Opens and distributes mail. Scans and attaches documents to accounts and processes member communications.
13. Creates payment arrangements within approved time frames for members and authorized assistance agencies and communicates necessary information to facilitate payment assistance.
14. Actively monitors phone queue and maintains availability to answer calls promptly.
15. Participates in the creation and promotion of new programs and services and actively promotes and enrolls members in all available programs and services.
16. Assists with member notification of scheduled service-related outages and other matters.
17. Maintains accuracy of member data by verifying and updating account information with each member contact.
18. Performs meter exchanges accurately.
19. Conducts self in a manner projecting a professional image to members and others.
20. Always maintains communications between Manager of Member Services and quickly reports any iVUE issues or other matters that require immediate resolution.
21. Stays current on all applicable iVUE release notes.
22. Participates in all required trainings and educational opportunities.
23. Respectfully takes direction from and works cooperatively with manager, director or acting supervisor.
24. Fosters positive working relationships with co-workers to ensure efficient workflow.
25. Develops and maintains a working knowledge and understanding of industry terms, membership districts, service map, co-op bylaws, policies, and authorized practices and rules.
26. Contributes to departmental operations by performing other duties and special projects as assigned.

1. POSITION SPECIFICATIONS

This position is nonexempt under the Fair Labor Standards Act.

1. EDUCATION AND EXPERIENCE

1. High school diploma or equivalent required.
2. Two years or more of member-customer service or call center experience
3. One year of experience in accounting/finance or related field or utility and/or cooperative work experience helpful.

1. KNOWLEDGE, CORE COMPETENCIES AND ADDITIONAL EXPECTATIONS

1. Proficient in the use of Microsoft Office applications and able to learn and navigate new software quickly including iVUE customer care and billing information system.
2. Must be able to work productively under deadlines and maintains high degree of accuracy and attention to detail in performing core and assigned duties.
3. Adhere to schedules and deadlines for assigned duties or special projects.
4. Strong interpersonal, written and oral communication skills.
5. Ability to problem solve and communicate solutions clearly.
6. Must demonstrate effective listening skills and be able to multi-task.
7. Demonstrated ability to remain calm and focused in stressful situations.
8. Will be expected to assist as needed in cooperative system emergencies such as major outages.
9. Develop an understanding of the cooperative business model, rates supplemental charges and service area.
10. Adheres to and respects all safety and security policies and procedures and contributes to a safe working environment by promptly reporting any safety concerns.
11. Personal Characteristics: professional and friendly demeanor. Projects a favorable, positive image for the cooperative. Attentive to details. Able to maintain account confidentiality. Must be a team player with high moral integrity to gain and maintain the respect of others. Must be punctual and conscientious about work hours and its impact on others.

1. ENVIRONMENTAL AND WORKING CONDITIONS

Work is performed in a climate-controlled office environment typically at a desk with minimal physical exertion. Light lifting of 20 pounds or less may be performed. Position requires repetitive motions with hands and fingers for keyboarding. Must be able to use office equipment such as an adding machine, copier, postage machines, computer and printer. Must be able to work under deadlines. Travel mostly within the cooperative's service area. Occasional travel to trainings, seminars and/or conferences outside the service area may be required. Must be willing to work outside of regular business hours, as needed, due to major outages, cooperative-related events or department needs. Must possess a valid Michigan driver's license.

1. REPORTING AND OTHER RELATIONSHIPS

1. Reports To: Manager of Member Services
2. Supervisory Authorities: None
3. Other Employees: Maintains harmonious, courteous, and respectful working relationships
4. Members: Provide all members with service excellence

JOB DESCRIPTION ACKNOWLEDGEMENT

This job description is not intended to be all-inclusive. Job descriptions are subject to modification to reasonably accommodate individuals with disabilities, depending on risk to health and safety of the employee and/or others. The basic requirement of every position is to perform all tasks as assigned. Duties and scope of position may change based on needs of the Cooperative. This job description does not constitute a written or implied contract of employment.

Cloverland Electric Cooperative staff members are required to work in a safe manner and in accordance with the procedures listed in the Cooperative's Safety Handbook. Cloverland Electric Cooperative is an equal opportunity provider and employer.