Member Support Professional/Customer Service Representative

JOB TITLE: Member Support Professional/Customer Service Representative

Location: Immokalee, FL

Work Hours: M-F 8am-5pm

Our benefits include:

Company-wide annual incentive plan

Medical, vision and dental insurance

401(k) plan with a generous 6% company match

Company funded Pension Plan

Company paid Short & Long-Term Disability insurance

Health Savings Account with an employer contribution

Flexible Spending Accounts

Paid time off and paid holidays

Wellness program with financial rewards

Tuition reimbursement

Group life insurance

Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 245,000 customers throughout a five-county service territory located in Southwest Florida. We employ approximately 450 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

Position Summary: This position is responsible for communication (calls, internet/web, or in person) with the member regarding initiating and processing service orders, responding to billing inquiries, cashiering, payment research, and promoting LCEC's products and services. Position may be required to perform temporary assignments in other areas. Provide information on rates, regulations, and policies in order to increase member understanding of the Cooperative's objectives and programs.

Position Responsibilities

• Represent LCEC by greeting and directing members and visitors, in person and on the telephone, with courtesy, efficiency, and confidence.
• Engage with members via phone, email, online chat and messaging platforms, responding to inquiries, providing information, and offering assistance in a professional manner.
• Respond to member residential and commercial inquiries by phone, e-mail, or in person with attention to detail and tact; investigate and correct errors, following member and company records.
• Maintain acceptable metrics that include: Customer Ready Time, Quality (WOW Behaviors), First Call Resolution and Attendance.
• May obtain credit records from credit reporting agency.
• Perform required actions to process service requests using established procedures and ensure that service requests are handled and processed.
• Maintain and update the Customer Information System database and associated member accounts/records as required.
• Manage administrative processes for all areas, including but not limited to, member letters, emails, and faxes, address changes, member files, automated bill payment forms, member survey follow-up, payment reconciliation, cash only / incomplete check research and action, returned mail.
• Compile information, researching history, and taking appropriate action to resolve each situation.
• Resolve and document payment arrangements and provide accurate information to members.
• Perform cashiering functions as needed with no more than (3) three overages/shortages greater than $5.00 within a rolling 12-month period. All differences will be monitored and evaluated, e.g. excessive differences less than $5.00 or one or two large differences.
• Adhere to Daily Cash Collection and Financial Transaction Guidelines.
• Respond to emergency work requirements and assist with the coordination of restoring electric service to our members.
• May be required to stay after normal scheduled hours if an outage is in progress.
• Maintain effective working relationships with employees and members at all levels within LCEC.
• Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts.
• Maintain a working knowledge of company policy, corporate Bylaws and other documents related to the Member Equity function.
• Research Member Equity accounts, including abandoned property, duplicates, and account combinations, performs account maintenance and allocation transfers/splits.
• Identify, research, and resolve account problems, utilizing all available resources (ex. non-residential, commercial, new security and streetlights).
• Responsible for the prompt and accurate processing of accounts for deceased members.
• Other customer service duties as assigned.

Education

• High School Diploma or Equivalent (Required)

Experience

• 2 to 5 Years General office experience including but not limited to: Responding to customers on the phone or in-person, via e-mails or chat, Accounting, and Cashiering. (Required)
• 2 to 5 Years Two (2) years’ experience working in a customer call center. (Preferred)

Knowledge, Skills, and Abilities

• Bilingual abilities in English and Spanish. (Required)

Physical Demands and Working Environment: The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Standing Occasionally,
  Walking Occasionally,
  Sitting Constantly,
  Lifting Rarely,
  Carrying Rarely,
  Pushing Rarely,
  Pulling Rarely,
  Climbing Rarely,
  Balancing Rarely,
  Stooping Rarely,
  Kneeling Rarely,
  Crouching Rarely,
  Crawling Rarely,
  Reaching Rarely,
  Handling Occasionally,
  Grasping Occasionally,
  Feeling Rarely,
  Talking Constantly,
  Hearing Constantly,
  Repetitive Motions Frequently,
  Eye/Hand/Foot Coordination Frequently

• Working Environment: Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.

STORM DUTY REQUIREMENTS.... Responding to storms will be considered a condition of employment: LCEC provides critical services to our community during an emergency. Employees are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.