Lead Member Service Representative

Reporting

• Reports to: Manager of Member Services
• Directs: Member Service Representatives and Field Service Technicians

Responsibilities

• Ensure that the workflow for the MSRs and Field Service Technicians in the office is maintained.
• Assist Manager to implement new policies/procedures.
• Serve as representative to attend MSI meetings and training sessions and train the MSR staff.
• Offer input to MSRs with regards to training and development, work assignments, and performance appraisals, while promoting positive work relationships and employee morale in the office.
• Interview members by telephone or in person to gather pertinent information and prepare and process applications for service connection, changes and disconnection.
• Work closely with Line Superintendent to schedule and coordinate workload with service/utility department.
• Investigate and resolve member inquiries related to billing, applications, collections, meter exchanges and general information, and makes adjustments to accounts as necessary.
• Inform members and appropriate personnel of recommended action and follow up to ensure member satisfaction.
• Maintain and update, as necessary, both electronic database and paper files of member/owner accounts including, but not limited to, records of members receiving payment assistance, PT, CR and ST meter tests, exchanged meters, service orders and memberships.
• Accept and process payments on accounts, as appropriate, accurately maintaining and updating all associated receipts and records.
• Offer resolution to difficult members’ questions and complaints, forwarded from MSRs as necessary forwards to Manager for resolution. Participate in the development and implementation of an action plan for appropriate handling of similar future situations.
• Review existing, and recommend, new procedures to improve the efficiency of the department while surpassing member expectations. Recommend procedural improvements to Manager.
• Prepare and process various letters, forms and reports for department activities and member/owner accounts maintenance.
• Maintain superior level of member service, telephone communication techniques, negotiations and problem resolutions to ensure knowledgeable and professional service to members.
• Monitor AMI dashboard and initiate appropriate service orders as needed.
• Oversee and ensure scheduling for service work through Clevest Dispatch.
• Assist in special projects as necessary.

Education and Experience

• High School Diploma or GED
• Minimum of 3 years’ experience in member services with cooperative business practices required and understanding of Collections procedures.
• Experience in data entry and computer operations including PC applications.
• Notary certification is preferred.
• Supervisory experience preferred.

Required Skills and Abilities

• Must be able to maintain professionalism and control under all circumstances.
• Has and maintains a valid driver’s license and acceptable driving record and is able to operate SVEC vehicles.
• Must become and remain certified in CPR and first aid. Must also be skilled in the use of safety equipment.
• Ability to handle the challenge of operating efficiently under a very flexible schedule due to the number of unanticipated and unplanned requests for services from the various individuals, departments and outside contacts with whom this position is involved.
• Proficient in Microsoft Office products including Excel and Word.
• Ability to provide proactive and professional member/owner service and relations.
• Strong verbal, written, analytical and interpersonal skills.
• Demonstrated problem-solving skills.
• Must be able to delegate duties and resolve conflicts to ensure a smooth workflow for all MSRs.
• Ability to interview, select and train employees.
• Ability to dissect and resolve complex problems quickly and systematically.
• Ability to work well with other departments’ personnel and to break down “silos”.
• Possess effective techniques to research and access all sources necessary to fulfill position responsibilities.
• Ability to communicate in the Spanish language is desired.
• Provide emergency telephone support during outages and keeps up to date on status of outage.
• Must have access to reliable transportation to and from work.

Physical Requirements

• Participation in SVEC job safety and training programs, relevant workshops, seminars and other SVEC sponsored courses and events.
• Must be able to use office equipment including telephone, computer, and other systems and related software in the performance of position responsibilities.
• Must be able and available, during any and all types of weather conditions, to work weekends, holidays, evenings and other times outside normal duty hours to assist in service restoration and other emergencies that may arise or when the workload demands.
• Must always maintain an operating telephone or personal communication device at his/her place of residence. Ability to contact the telephone or personal communication device must be made available to SVEC for the purpose of contacting the manager to conduct legitimate routine and/or emergency business.
• This position involves primarily inside work. Must be able to lift objects unassisted (up to 30 pounds). Some standing, walking, climbing, balancing, stooping, kneeling, crouching or crawling to a minimal degree.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be constructed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.