What are the responsibilities and job description for the Member Service Representative position at La Plata Electric Association Inc.?
At La Plata Electric Association, our mission is to provide our members safe, reliable electricity at the lowest reasonable cost while being environmentally responsible. We are shaping the future by building trustworthy community partnerships as an innovative, forward-thinking industry leader, delivering excellence in our member-owned cooperative.
Job Summary
The Member Service Representative will promote excellent member relations by providing prompt, friendly, and courteous service while answering and processing various member requests for information and account assistance both in-person and over the phone.
Essential Functions
- Answer incoming telephone calls and respond to complaints or requests for information and assistance, not limited to bill inquiries, payment arrangements, disconnects for non-payments, LPEA payment plans, and LPEA s various programs.
- Have a good understanding of LPEA s programs and offerings and transfer calls to other LPEA personnel if necessary or upon request.
- Review rate plans, offer rate plan analysis, offer SmartHub guidance, and assist with Capital Credit and estate refund packets.
- Take outage calls from members, including potential outages during weekends or after business hours on an as-needed basis.
- Coordinate and resolve member requests with the support of other departments. Assist, review, troubleshoot, and document appropriate member issues and requests.
- Use information obtained through member telephone contacts to advise the Member Services Manager of trends in member concerns, suggestions, or possible new services or products LPEA could offer. Provide feedback and ideas on ways to better handle member inquiries through the improvement to equipment, training, procedures, or support materials. Maintain member records by updating account information while reporting weekly call themes to management.
- Assist in coverage of front counter, cash register, and kiosk duties. Service member/visitor lobby areas and other miscellaneous tasks.
Requirements
- High School Diploma, or equivalent
- Typing and calculator skills along with a working knowledge of computers
- Excellent interpersonal and verbal communications skills, including mediation and conflict resolution techniques
- Time management, problem-solving, and decision-making skills
Compensation
Hourly pay rate- $28.03
Benefits
- Medical Insurance
- Dental and Vision Insurance
- Paid Vacation
- Personal Leave
- Sick Time
- 401(k)
- Health Club Reimbursement
- Education Assistance
Salary : $28 - $0