What are the responsibilities and job description for the Member Relations Agent position at Pedernales Electric?
Member Relations Agent
Austin, TX, US, 78736
PHYSICAL OFFICE LOCATION : PEC Oak Hill District Office - 9115 Circle Drive, Austin, TX 78736, Austin, TX 78736
Hybrid Work Options Available
18.23 Minimum Starting Base Pay
- KPI Bonuses Competitive Benefits
Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job-related skills, and relevant education or training.
Position Summary
This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.
Essential Duties & Responsibilities
Act as the primary point of contact to the Cooperative members
Maintain a high level of courteous member service and professionalism at all times
Communicate, mediate and negotiate with members to resolve issues
Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues
Create, maintain and safeguard complete and accurate records of member transactions regarding billing, service requests, collection activity, capital credit allocations, financial assistance and complaint resolution
Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures
Prioritize and manage multiple member issues at one time
Utilize databases and software applications to verify member identity and analyze customer account information
Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages
Recognize and communicate potential field safety hazards based on information provided by the member
Determine and post applicable fees associated with electric service
Review account balances and payment arrangements to facilitate collection on delinquent accounts
Identify residential and commercial account billing issues and work to correct errors
Determine eligibility and set up payment plans in accordance with Cooperative guidelines
Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management
Embrace new approaches and discover ideas to create a better member experience
Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures
Recognize and report safety and security issues
Participate in industry specify continuing education
Coordinate activities with other departments
Maintain the security of confidential information
Stay abreast of advances in technology
Demonstrate regular and prompt attendance
Performs other related duties as necessary or assigned
Supervisory and / or Leadership Responsibilities
None
Knowledge, Skills & Abilities
Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
Knowledge of principles and processes for providing customer service
Skilled in time management
Skilled in prioritizing and managing changing priorities
Ability to effectively explain and base decisions on Cooperative policies and procedures
Ability to work in a team environment
Ability to accurately perform required tasks and meet deadlines
Ability to multi-task
Ability to quickly recognize and analyze irregular events
Ability to anticipate, identify, analyze and resolve conflict and problems
Ability to communicate effectively verbally and in writing
Ability to listen and understand information verbally and in writing
Minimum Qualifications - (Education, Experience)
High School Diploma
Associate’s Degree OR Two years of directly related experience OR Directly related experience may substitute for education up to four years
Valid Driver’s License
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
The employee may be required to stand; reach with hands and arms, stoop and kneel
The employee may be required to sit or stand for long periods of time
The employee may be required to lift, carry, push, pull or move up to 25 pounds
The employee may be required to travel
The employee may be required to work after hours call out
Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
This position may be required to work more than 40 hours per week
This position may require shift work
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Position Open Until Filled
Pedernales Electric Cooperative is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected Veteran status, age, or any other characteristic protected by law.
Join PEC
At PEC, we know happy employees produce great work. As a PEC employee, you’ll find we’re always willing to invest in you — because we know that we do better when you do better.
Salary : $18
