Member Service Representative

Department: Operations Job Title: Member Service Representative Job

Classification: Non-Exempt

Location: Rockingham Position

Summary: To provide a first point of service to member inquiries regarding accounts, service requests, complaints, and general information to ensure timely, technically accurate and professional resolution to matters of interest to SVEC member/owners, and the general public. Reporting Relationships: Reports to: Lead Member Service Representative Directs: None Responsibilities and Authorities: Essential functions of the job - Interview member/owners by telephone, or in person, to gather pertinent information and prepare and process applications for service connection, changes and disconnection. Investigate and resolve member inquiries related to billing, applications, collections, meter exchanges and general information and makes adjustments to accounts as necessary. Inform member/owners and appropriate personnel of recommended action and follow up to ensure consumer satisfaction. Maintain and update, as necessary, both electronic database and paper files of member accounts including, but not limited to, exchanged meters, service orders and memberships. Assist in processing of billing by checking edit reports for demand billing, estimates and kilowatt hour comparisons. Accept and process payments on accounts, as appropriate, accurately maintaining and updating all associated receipts and records; also balance cash drawers with audit sheets daily and batch reports. Forward difficult member questions and complaints, as necessary, to Lead MSR for resolution. Participate in the development and implementation for action plan for appropriate handling of similar future situations. Review existing, and recommend new procedures, to improve the efficiency of the department while surpassing consumer expectations. Recommend procedural improvements to Supervisor. Prepare and process various letters, forms and reports for department activities and customer accounts maintenance; to include the process of inter-department mail. Maintain superior level of consumer service, telephone communication techniques, negotiations and problem resolutions to ensure knowledgeable and professional service to member/owners. Perform address maintenance to Capital Credits, inactive accounts, and Estates as required. Enter outage calls in Database to ensure timely restoration of service. Inform members and gather proper documentation for closing out equity on accounts where members are deceased. Assigned daily bank transaction duties to include assuring accuracy of deposit tickets and processing spreadsheets Assigned the responsibilities of inventorying and requisitioning of office supplies. Assist in special projects as necessary. Schedule is subject to change without notice. It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures. High level of concentration on accuracy, timeliness, flexibility, reasoning, ability to prioritize and maintain confidentiality. Other duties as assigned.

Job Requirements (Knowledge, Abilities, and Skills):

Training and Experience - 1 year of experience working directly with the general public, preferably in a consumer relations or consumer service capacity within a Cooperative environment preferred. Must have experience in handling cash drawer/large sums of cash, checks and assuring the accuracy of transactions. Knowledge - A thorough knowledge of rural electrification and Cooperative principles. Abilities and Skills - Must be able to maintain professionalism and control under all circumstances. Has and maintains valid driver’s license and acceptable driving record and be able to operate SVEC vehicles. Must become and remain certified in CPR and first aid. Must also be skilled in the use of all safety equipment. Must pass physical exam, drug & alcohol testing initially; drug/alcohol test randomly. Ability to provide proactive and professional consumer service and relations. Strong verbal, written, analytical and interpersonal skills. Demonstrated problem-solving skills. Ability to perform job responsibilities in a timely manner within established guidelines under minimal supervision. Ability to stay current on changes to all areas for which this position has responsibility. Proficient in Microsoft Office products including Excel and Word. Must be able to communicate effectively with all levels of SVEC staff and the general public both orally and in writing. Possess effective techniques to research and access all sources necessary to fulfill position responsibilities. Maintain high level of confidentiality with regards to employee, member/owner, and Corporate information. 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.

Educational Requirements - High School Diploma or GED and 1 year customer service experience.

Applicants: Please complete an SVEC employment application at Shenandoah Valley Electric Cooperative's website (a resume may be attached to the completed application).

Job Type: Full-time

Pay: From $23.03 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Do you have a valid drivers license?

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $23