Member Service Coordinator

Southeastern Electric Cooperative is seeking a professional that provides support and service to clients of a membership-based organization. The Member Service Coordinator handles member support calls with questions on web and mobile applications while providing other assistance as needed maintaining database information that produces accurate, timely and efficient accounting and collection records.

The Member Service Coordinator responds to requests and complaints, makes sales, processes orders, and provides information on the organization and its services. The Member Service Coordinator provides troubleshooting information, reports, and analyzes customers' information and needs, issues billing details and opens and closes customer accounts.

DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receives and deposits payments on account and enters payments into the consumer accounting software to maintain current account information.
• Assists in answering incoming calls, determines the purpose of callers, and assists callers as much as possible before forwarding calls to appropriate personnel or department.
• Serves as first-line responder for marketing calls, load management calls, new customer applications, member payment program inquiries (such as auto-pay, credit card payments, online payments, etc.) and billing questions (such as current balance, usage inquiries, high bill complaints, setting up payment arrangements, etc.).
• Processes returned checks and notifies the member-consumer of the charges and balance due on their account.
• Assists with requests for levelized billing by determining qualifications, levelized billing amount and corresponding with the member-consumer. Monitors levelized billed accounts on a periodic basis for possible adjustments.
• Initiates the refund procedures for consumer deposits based on the guidelines established by the Cooperative on a systematic basis.
• Assists with member-consumer accounting and collecting by following the collections procedures established by the Cooperative, preparing adjustment vouchers, and administering low-income energy assistance programs.
• Assists in troubleshooting usage concerns for member accounts.
• Creates and completes service orders in the data processing system to maintain member-consumer service information.
• Prepares and submits information to new member-consumers.
• Analyzes department activities to determine areas of improvement. Makes recommendations to Member Services Supervisor for improvements in the department.

QUALIFICATIONS. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience. Bachelor's degree (B. A.) from four-year college or university; or two to three years related experience and/or training; or equivalent combination of education.
• Language Skills. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
• Reasoning Ability. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills. To perform this job successfully, an individual should have knowledge of the Microsoft suite of software packages along with any software packages specific to the duties and responsibilities of the position, such as the Cooperative’s consumer accounting software package.
• Other Skills and Abilities. Problem Solving, Documentation Skills, Verbal Communication, Data Maintenance, Promoting Process Improvement, Analytical and Problem-Solving Skills.
• Physical Demands. 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 individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Starting wage: $30 - $33 per hour

EEO & ADA ACKNOWLEDGEMENTS. The Cooperative is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Cooperative will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer.