Call Center Representative

clayelectric; Keystone Heights (FL); On-site; USD 19,286 - 24,796; Part time

Job summary

Clay Electric Cooperative, Inc. in Keystone Heights, FL, is seeking a part-time Call Center Representative. The role is the primary contact with members via telephone and email, providing information on services and maintaining records.

The ideal candidate has a high school diploma and at least one year of customer service experience; proficiency with Microsoft Office and a member information system is preferred. This position requires safe, courteous communication and adherence to policies.

Qualifications

• High school diploma or equivalent.
• At least 1 year of customer service experience.
• Experience in a utility environment is preferred.

Responsibilities

• Member communication by telephone and email, including payments, outages, new service requests, and rate information.
• Handle member-reported outages, verify breakers and gather information to aid restoration.
• Prepare service orders for issues affecting service, verify ID and maintain accurate records.
• Research payment history and perform account maintenance as required.
• Receive initial contact information for new services and relay to district office.
• Discuss payment options and energy conservation; advise on payment assistance.
• Be knowledgeable of all customer service policies and procedures and stay updated.
• Follow safety procedures and corporate policies; assist in emergencies as needed.
• Respond to other duties to benefit the Cooperative and its members.

Skills

Customer service

Communication skills

Calm under pressure

Telephone etiquette

Education

High school diploma or equivalent

Tools

Microsoft Office

Customer information system

Service orders system

Job description

Call Center Representative – Part Time

Posting Date: July 15, 2026

Job Posting Number: 2026-042

Pay Grade: 3

Department: Member & Public Relations - Call Center

Location: Keystone Heights

Classification: Non-Exempt

Notes: This is a current position.

Resume Preferred.

Clay Electric Cooperative, Inc. does not sponsor employment visas.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 352-473-8000, EXT 8264 or 8270. Please be advised that this assistance is available for individuals who require accommodation due to disability.

Classification Summary:

Individuals in positions allocated to this class are the primary contact with the public on the telephone. Responsibilities include providing information to members regarding services available through Clay Electric and maintaining records relating to those services.

Work is performed under the supervision of the Call Center Supervisor who reviews work on a daily basis through observation and assistance in dealing with more difficult situations to ensure that the duties and responsibilities are being carried out satisfactorily and the objectives of this position are being met.

Essential Job Functions

(Note: These job functions are intended only as illustrations of the various types of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. All employees are expected to demonstrate cooperation in working with others, deal effectively with members and practice safety consciousness.)

1. Member Communication. Communicates with members on the telephone and/or via email, as required. This may include communications concerning payments, trouble calls, new service requests, rate information, collection, pay arrangements, move in/out, etc.
2. Member Reported Outages. Receives calls from members who are calling in to report an outage. Following protocol, verifies that the breakers have been checked, or other possible information is gathered that could assist in the restoration efforts such as neighbors out, tree or limbs down, etc.
3. Service Orders. Prepares service orders to address problems with a member’s service, such as, high bills, vegetation management issues, outages, trouble calls, outdoor light repair, move in/outs. This involves obtaining member information, verifying identification and performing other tasks as required to ensure accurate records are established and maintained.
4. Bills. Researches payment history and performs other account maintenance activities as required.
5. New Services. Receives initial contact information and relays to appropriate district office for final processing.
6. Payments and Usage. Discusses options for payments, energy conservation and options for payment assistance.
7. Policies and Procedures. Is knowledgeable of all customer service policies and procedures, especially as referenced in the CSR Reference Manual and maintains proficiency as changes occur.
8. Safety. Practices safe work habits in the performance of all job duties and is familiar with and follows those portions of the Cooperative Safety Manual that pertain to their position.
9. Other Essential Duties. Each employee is responsible to perform other duties as required to benefit the Cooperative and its members, includes responding to and/or assisting in emergency situations.

Minimum Training and Experience

This position requires a high school diploma or equivalent, and one (1) year of customer service experience or related type of work. Experience in dealing with the public, particularly in a utility environment, is desired.

Individuals in this position must maintain a valid State of Florida driver's license.

Knowledge, Skills and Abilities

Working knowledge of Microsoft Office and other technology software/tools used in the department.

Working knowledge of customer information system, service orders and the system utilized by the position.

High degree of communication skills in order to deal effectively with the public, contractors and municipalities.

Ability to remain calm and professional while answering members’ calls.

Ability to effectively administer the Cooperative's policies and procedures while maintaining superior customer relations.

Mathematical skills to review billing history such as average daily usage and to explain bills clearly to members.

Ability to operate standard business office machines and equipment.

Clay Electric Cooperative, Inc. is an Equal Opportunity employer. All applicants for employment shall be considered on the basis of merit, without regard to race, color, sex, age, religion, national origin, physical or mental handicap or disability, where otherwise qualified, or marital or veteran status. Clay Electric Cooperative, Inc. treats all employees equally without discrimination in rates of pay and other opportunities for advancement.

Clay Electric Cooperative, Inc. has a drug-free workplace policy.

Clay Electric Cooperative, Inc. participates in E-Verify. E-Verify electronically compares information entered on the Employment Eligibility Verification, Form I-9, with records contained in Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

JOB ANALYSIS FORM

CALL CENTER REPRESENTATIVE

This form is used to determine the essential function and physical requirements of each job class for recruitment purposes to comply with the American With Disabilities Act.

Tools, Equipment, Vehicles, or Machinery Used:

Telephone, calculator, fax machine, typewriter, video display terminals, computer, copier/printers, microfiche

Work Conditions:

Work is Performed: Indoors Outdoors Both

Exposure To: Cold Heat Wet/Humid Noise/Vibration Hazards Dust Fumes

Communication Requirements:

Hearing: Yes No

Ability to receive detailed information through oral communication. X

Ability to make fine discriminations in sound, such as when making fine adjustments on machine parts. X

Talking: Yes No

Ability to express or exchange ideas by means of the spoken word. X

Ability to convey detailed or important spoken instructions to other workers. X

Ability to speak loudly, such as when speaking over loud machinery. X

No speaking is required. X

Visual Requirements: Yes No

Field of vision requires the normal ability, such as working with figures, on computer terminals or reading. X

Field of vision requires the ability to see small or detailed items, such as working on machines. X

Field of vision requires the ability to operate equipment, such as trucks, forklifts, cranes. X

Repetitive Motions: Yes No

Substantial movements (motions) of the wrists, hands and/or fingers, such as keyboarding or handwriting. X

Physical Requirements of the Job:

Note: - In terms of an 8-hour workday, "Occasionally" equals 1% to 33% of the time, "Frequently" means 34% to 66% of the time, and "Continuously" means 67% to 100% of the time.

Employee Must Lift & Carry: Never Occasionally Frequently Continuously Up to 5 lbs X 6 to 10 lbs X 11 to 20 lbs X 21 to 25 lbs X 26 to 50 lbs X 51 to 100 lbs X

Employee is Required To: Never Occasionally Frequently Continuously Bend X Squat X Crawl X Climb X Reach Above Shoulder Level X Reach Below Shoulder Level X

Employee Must Use Hands for Repetitive Action: Simple Grasping X Pushing X Pulling X Fingering X

Definitions:

1. Simple Grasping- Apply pressure to an object with the fingers and palm.
2. Pushing-Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
3. Pulling-Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
4. Fingering-Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm as in handling.

Employee Must Use Feet for Repetitive Action: Right Left

Yes:

No: X X

The physical demands and work environment described here are representative of those an employee encounters or 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. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.