Member Service Representative

Job Description

POSITION PURPOSE

To assure that all people visiting or calling the cooperative have a pleasant, courteous, informed reception and are dealt with in a professional and timely manner.  To serve as primary contact in the provision of services, disconnects/connects, problem resolution, payments, payment arrangements, general inquiries, and account maintenance.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To be successful in this role, an individual must be able to perform in a satisfactory manner the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

1. Provide customer service as needed and appropriate.  Assure that all people contacting Carroll White REMC have a pleasant, courteous, informed reception and are dealt with in a professional and timely manner
2. Process payments received for energy bills, diversified services, and miscellaneous receipts with any form of payment that is accepted by Carroll White REMC
3. Responsible for accurate preparation of daily cash receipts and records.  Place the cash drawer in the designated area at the beginning and end of each business day
4. Assist eligible members to establish a payment arrangement for a delinquent account according to Carroll White REMC policies and document these arrangements
5. Process delinquent accounts subject to non-payment disconnection; complete processes on terminated accounts and prepare reports for collection agency
6. Process requests for connections and disconnections; Issue membership applications and determine credit worthiness
7. Create service orders for tree work, security lights, and other miscellaneous items
8. Support members’ capital credit inquiries and completing heir forms
9. Document member contacts with details of interaction and scan items into Document Vault
10. Assist members with questions concerning their energy usage and be familiar with the different rate options
11. Troubleshoot specific customer problems and complaints to ensure proper resolution
12. Promote the sale of new or diversified services or products offered by the cooperative
13. May be asked to answer calls during power outages after regular working hours
14. Attain and maintain CPR & First Aid certification
15. Perform other duties and activities as assigned

Qualifications

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual should have an equivalent of the following education and/or experience:

• High School Diploma or its equivalent
• Valid Indiana Driver’s License is required

Additional Information

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

Communication and Relationship Skills

• Maintain a professional image, demonstrate the cooperative principles, and adapt to change as required
• Strong written and verbal communication skills, including the ability to describe and explain complicated or sensitive information, the ability to motivate others, the ability to listen effectively to find the issue behind the complaint, the ability to maintain confidentiality, and strong listening skills
• Strong interpersonal communication skills to work closely with members, other employees, and businesses on a regular basis
• Maintain confidentiality and discretion regarding member information and other sensitive information

Analytical and Judgment Skills

• Good decision-making and problem-solving abilities, including the ability to make judgments based on interpretation of information and when others’ opinions may be in conflict
• Ability to make informed decisions efficiently and effectively
• Ability to work with limited oversight

Planning and Organizational Skills

• Ability to prioritize, organize, and manage tasks and time effectively
• Ability to consistently meet deadlines
• Ability to work efficiently in conjunction with other organizations and/or departments

Financial Skills

• Good mathematical abilities, including the ability to analyze, interpret, process and report on data
• Above average detail orientation and ability to ensure accuracy of information for self and others

Technical/ Computer/ Office Equipment

• Proficiency using a computer, including Microsoft 365, spreadsheets, and various databases
• Ability to operate office equipment, including printers, copiers, phones, and mobile devices

DESIRED COMMITMENTS

7 Cooperative Principals

1. Voluntary and Open Membership
2. Democratic Member Control
3. Member’s Economic Participation
4. Autonomy and Independence
5. Education, Training, and Information
6. Cooperation Among Cooperatives
7. Concern for the Community

WORK ENVIRONMENT/PHYSICAL DEMANDS

The environmental and physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Ability to work in a deadline-oriented environment
• Ability to sit for extended periods and operate computer workstation
• Ability to stand for periods of time and to move intermittently throughout the workday within or between departments or facilities
• Ability to work independently with minimal supervision; may be required to act based on own interpretation of policies
• Strong sensory skills such as hearing, dexterity, feeling and good eyesight, including the use of peripheral vision and can identify colors
• Ability to speak clearly and have legible handwriting
• Ability to interact frequently with others, both in person and through phone, e-mail, and written correspondence
• Ability to lift/carry up to 30 pounds or more on a periodic basis
• Maintain a safe and clean working environment
• Limited travel, including overnights
• Occasional work outside of normal work hours will be required