Call Center Representative

SKRECC - Job Posting

Job Title: Call Center Representative

Department: Member Services - Call Center

Reports To: Call Center Supervisor

Supervises: N/A

Purpose of Position:

Position will provide multi-faceted customer service support to include creating, coordinating, and processing service orders, responding to information requests and payment assistance to and on behalf of members both on the phone and occasionally in person.

Minimum Job Specifications:

These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.

• • Requires High School diploma or equivalent with a minimum of 3 years customer service experience; or Associate Degree in related field with 1-2 years of customer service experience.

• • Requires the ability to work accurately with numbers and possess average or above math skills.
  • Requires ability to navigate specialized member database, call system, and outage management software.
  • Prefer experience in electric cooperative or utility industry.
  • Prefer proficiency in both English and Spanish.
  • Requires working knowledge of general office procedures and must be proficient with use of computers and other office equipment.
  • Requires excellent interpersonal, verbal, and written communication, organization, and planning skills.
  • Requires proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
  • Requires the ability to satisfactorily pass a drug screen; and obtain and maintain a valid driver's license.

Working Conditions:

General office conditions with limited business travel. Primarily inside general office conditions and with limited outside environmental exposure. A scheduled work week will consist of 40 hours with overtime expectations as necessary due to meeting deadlines, heavy workload periods and major outages. Varied work hours may be necessary in accordance with assigned schedule.

Physical Demands:

Requires the physical ability in stooping, kneeling, crouching, reaching, standing, walking, fingering, grasping, talking, hearing, defined light work. Eye-hand coordination is required for this position (ie: operating computers, calculators, etc.)

Working Relationships:

Internal: Coordinate and communicate with supervisor and additional peer staff members. Coordinate and support operational staff and other cooperative functional areas. Employee will strive to foster a positive working environment with co-workers.

External: Effectively interacts with members, Realtors/builders, and community organizations.

The following requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

South Kentucky RECC

Position Description/Essential Duties

Call Center Representative

The following are the essential duties of this position. The essential duties do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and the duties of a given position may change or be temporarily altered based on the business needs of South Kentucky RECC. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Essential Duties:

The Call Center Representative:

1. Provides members with excellent customer service.
   • Responds to all information requests and complaints courteously.
   • Shows empathy and controls tone when speaking to members.
   • Provides appropriate support to marketing and other cooperative initiatives primarily via telephone.
   • Promotes a good image of the Cooperative to the public both at and away from work.
2. Position has the potential to rotate to the Service Center, Somerset Cashier, or District Office to provide assistance and for occasional cross training opportunities.

• Ensures work schedule is flexible to meet the needs of the Cooperative.
• Willing to support the Member Services team outside normal job duties as needed.

Responsible for ensuring database accuracy.

• Follow established guidelines when creating or updating accounts.
• Correct errors on accounts when found to increase database integrity.
• High attention to detail when creating service orders or making account adjustments.

Responsible for answering and processing member telephone requests while focusing on first call resolution.

• Provide members with information on rates, service rules/regulations, and policies to increase member understanding and acceptance of the Cooperative's programs.
• Receives and processes e-check payments from members over the telephone.
• Creates payment arrangements with members within established cooperative policy.
• Creates service orders over the phone with members: These include new service, new connect, disconnect, reconnect and maintenance requests.
• Acts as a liaison between contractors and the Engineering Team as needed.
• Assists members by offering and completing applications for levelized billing, bank drafts, and all other service programs. Maintains familiarity with all products and services and promotes same to membership.
• Assists member in filing for payment of estate capital credit refunds.
• Directs member to agencies that may help them in making payment on bills through assistance programs.
• Discusses billing or payment questions with members. Assists member in understanding of electric usage. Is authorized to make adjustments to member bills where appropriate to correct reading or other billing errors. Investigates any discrepancies in accounts and seeks to satisfy member while adhering to established cooperative policies.
• Receives inquiries, occasionally irate, from members by telephone who have been disconnected for non-payment. Arranges for payment of accounts within cooperative policies.
• Completes customer credit history reports and mails to member when requested.
• Promotes efficient use of electricity and Cooperative marketing programs and services to member.
• Prepares marketing information to be mailed, as requested.

Complete other non-phone related duties.

• Processes online membership applications and respective paperwork necessary for installation of service.
• Responsible to provide backup for Dispatch in emergencies.
• Provide assistance with member engagement activities and events.
• Performs all other duties as may be assigned by MSR Manager & Call Center Supervisor.

Emergency response coverage as needed.

• Assist members via phone, as needed during an outage restoration.
• Ability to adjust work hours or office location depending on situation.
• Use the Outage Management System in emergencies.
• Perform other duties as assigned in the Cooperative Emergency Response Plan.