Member Account Representative

PURPOSE OF POSITION

As the first point of contact, the Member Account Representative will provide exceptional customer service to all callers, visitors and guests of the Cooperative via a variety of communication channels.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide front-line customer service in person and by telephone and refers guests to appropriate office or staff while effectively communicating orally and in writing.
2. Receive and process all forms of payment, utilize check scanning equipment, prepare necessary cash collection and deposit slips in conjunction with Accounting.
3. Interpret, explain, and apply department standards, policies, procedures, and criteria when talking with customers.
4. Maintain thorough knowledge of collections, payment arrangements, and disconnects for non-payment of bills, according to current policies.
5. Fill out common forms, determine charges for service requested, collect deposits, prepare change of address records, and issue new service or discontinuance orders using computer software.
6. Should have considerable skill in effectively dealing with a variety of people under many circumstances. Must be able to listen and respond courteously to customers' comments or concerns, resolve problems within the scope of this position and refer specific issues and inquiries to the appropriate Cooperative personnel.
7. Responsible for billing functions such as monthly billings and month-end processes. Responsible for maintaining a high degree of accuracy for information entered on customer accounts and billing.
8. Learn and maintain a thorough knowledge of rate schedules and billing processes and answer customer billing questions regarding usage and cost.
9. Prepare and complete various internal reports regarding billing and customer accounts.
10. May work on a variety of related tasks including but not limited to answering phones, payments, billing, refunds, collections, reporting, mail processing, reception, and assisting customers in finding appropriate resources.
11. Will be given special projects and all other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

 

MINIMUM 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.

1. High school graduate or equivalent.
2. 1-2 years related office and customer service experience.
3. Excellent problem solving, organization, and prioritization skills.
4. Proficiency operating a personal computer as well as the ability to compile spreadsheets, documents and forms.
5. Experience accessing data using a computerized records system; experience making change and cashiering.
6. Excellent customer service and communication skills required to interact with customers in-person, by phone, and in written correspondence.
7. Willingness to work after hours in rare instances of mass power outages.

 

WORK CONDITIONS

Work will be performed on-site in an office setting.