Member Services Representative III

"All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status."

SUMMARY DESCRIPTION:

This is the entry level into the company's Member Services Representative Training Program. Employees at this level initially work under close supervision performing a variety of tasks. Each task usually fits a training pattern that has been established and explained to the employee. All changes in procedure or exceptions will be explained as they arise. Work is observed and reviewed during actual performance, unless other review elements such as call recording are available. Member Services Representative training duties involved in this level are listed below but are not all-inclusive.

REPORTING RELATIONSHIPS:

1. Reports to: Office Manager
2. Directs: None

PRINCIPAL DUTIES AND RESPONSIBILITIES:

This position provides excellent customer service to each member handled, whether in person, email, or on the phone, and to do this in the most efficient and courteous manner possible. To assist members with service requests and posting all valid types of payments to member accounts. To answer thoroughly all questions and concerns and handle each member request in a professional and friendly manner.

The Cooperative prioritizes a team approach to Member Services functions, where each Member Service Representative is responsible for advancing the overall team and the functioning of the overall department, as opposed to individual or "silo" responsibilities.

OTHER DUTIES AND RESPONSIBILITIES:

• Member Services Representative III is the entry level into the Member Services Representative training program and the employee will have knowledge of computer operations and a variety of software applications utilized for service orders, collections, outages, billing, processing payments, handling customer questions and complaints, basics of figuring bills, an understanding of the return check policies, membership agreements, and electrical inspections. Introduction to switchboard and qualified as cashier.
• Familiarity with billing calendar and capital credits, basics of figuring residential and commercial bills (includes being familiar with rates, taxes, basic charges, contract minimums, security lights, subdivision lights, and solar interconnection), as well as, setting up Flex Pay with AR recapture, full knowledge of payments (includes understanding of billing due dates, delinquent mailer dates, cutoff dates); types of payments and payments posting, included pledge payments from outside sources such as DSS, locations of pay site kiosks, member portal, mobile app, and Pay Where You Shop retailers and how to access the barcodes. As well as forms of payments accepted, i.e. cash, check, and applicable card types.
• Ability to create service orders, especially connect and disconnect orders, to enter outages and update outage tickets, full understanding of which service order type is appliable to the member request, full understanding of entering outages, reviewing outage reports, updating outage entries, and call back requests.
• Full understanding and ability to explain to members billing dates, due dates, and cutoff dates, and the ability to apply sound, logical decisions regarding arrangements and cutoff tickets.

KNOWLEDGE, SKILLS AND ABILITIES:

• High school diploma or equivalent required.
• Prior customer service experience preferred.

• Ability to use Jones-Onslow computer systems. Working knowledge of the computer terminal, setting up printers and email.

• Ability to understand and carry out oral and written instructions and to know when to request clarification.
• Ability to communicate effectively through written and verbal avenues with members, commensurate with the "service excellence" philosophy of the Cooperative.
• Problem solving and critical thinking skills preferred.
• Ability to communicate effectively, with concise, clear, and legible language to members and fellow employees.
• Ability to operate computers for extended lengths of time.
• Ability to communicate effectively with fellow employees.

• Working knowledge of Service Rules and Regulations.

• A general knowledge of intersecting relationships between departments, i.e., billing, dispatch, metering, engineering, construction, accounting, and IT.
• Introduction to guarantor contracts, drafts, budget billing, Flex Pay, online member portal, account notifications, and donation of capital credit forms.
• Introduction to customer complaints and ability to resolve complaints.
• Familiarity with NSF checks policies.
• Familiarity with documentation necessary for non-residential accounts
• Understand all contracts and membership agreements.
• Understand Online Utility credit scoring parameters for deposit requirements.
• Familiarity with electrical inspections policy.
• Understand address changes, billing cycles, deposits, collections, past dues, and guarantors.
• Familiarity with holiday schedules and impact to billing and collections schedules.
• General knowledge of marketing programs, rebates, and load management requirements.
• Ability to assist consumers via the telephone, drive through, face-to-face in the lobby, or via email.
• Ability to process mail, member emails, CRC emails, and night drop.
• Familiarity with various communications options to members including Mass Communications and social media outlets.
• Ability to take Online safety and cyber security training classes and to access Safety Data Sheets.
• Familiarity with the seven cooperative principles.

ON THE JOB TRAINING:

Training to get to the desired level of the above-listed necessary tasks will be a minimum of twelve (12) months. The acceptance of training levels will use input from trainers, qualified consumer representatives, cashiers and supervisors. Documentation for each level will be placed in the employee's file for consideration of advancement to level II. Training will include Linked In Learning classes taken each month. Complete monthly online Safety, HR, and IT training classes and assigned LinkedIn Learning classes.

WORKING CONDITIONS:

Normal working conditions inside office building with heat and air conditioning. Regular office hours are from 8:00 am to 5:00 PM Monday through Friday, except company observed holidays. Flex hours are used at varying times as workload and duties require. Storm Mode work hours are implemented when required. Position is in Jacksonville, North Carolina and/or Sneads Ferry, North Carolina, with occasional cross training and service responsibilities in both offices.

This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job, and "other" duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position and this job description is subject to change at any time at management's sole discretion. Employees holding this position will be required to perform any other job-related duties as requested by Chief Executive Officer. The Cooperative will consider and implement reasonable accommodations to enable employees to perform the essential functions of the job.