Call Center Representative I/II/III

Matanuska Electric Association Inc

Palmer (AK)

On-site

USD 31,000 - 44,000

Full time

2 days ago

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Benefits offered by this job

401(k) matching 2%

Life insurance

Long Term Disability

Employee assistance program

Paid time off starts at 3.385 hrs/wk

11.5 paid holidays per year.

Pension/Defined Benefit

Job summary

Matanuska Electric Association, Inc. seeks a Call Center Representative to deliver exemplary member service.

You will handle inquiries, process applications for membership and service changes, and balance cash transactions while maintaining accuracy and a safety-conscious approach. Entry to advanced levels are possible based on experience, with responsibilities extending to payments, online processing, and advising members on available products and services.

Qualifications

High school diploma or equivalent.
2+ years general office administration experience.
6 months of data entry experience.
Valid Alaska driver’s license and insurable driving record.
Preference for continuing education in business, accounting, data processing; 1 year cash handling experience.

Responsibilities

Provide accurate, prompt responses to member inquiries per Tariff, bylaws, and policies.
Promote Association products/services to members and refer to appropriate offerings.
Handle member service inquiries via phone/internet, process applications, service changes, connections, disconnections, landlord agreements.
Issue work order numbers and update status; route necessary paperwork.

Skills

Customer service

Data entry

Office administration

Cash handling

Teamwork

Education

High school diploma

Tools

Windows OS

Word

Excel

Ten-key calculator

Job description

CALL CENTER REPRESENTATIVE I/II/III

MEA Employees & the General Public

Posting Date

September 24, 2026

Department

Member Relations

Hourly/Grade

$26.90 Min DOE Grade 5

Union Representation

N/A

Hours of Work

8AM-5PM

PURPOSE

The purpose of the Call Center Representative position is to provide exemplary member service to the Association’s members by balancing the concerns of the members and the needs of the Association when determining resolutions in a timely manner.

ESSENTIAL FUNCTIONS OF THE POSITION

The Call Center Representative I performs the below functions at an entry-learning capacity.

The Call Center Representative II performs the below functions with certainty with very little supervision.

The Call Center Representative III masters the below functions, exercises independent judgment and may act in a lead capacity in any of the district offices.

1. Provide accurate, prompt responses to member inquiries based on the Association’s Tariff, rules and regulations, Bylaws, and policies.
2. Responsible for member marketing of the Association and knowledge of all products and services offered to a degree that will enable answering questions, or referring members for a specific product or service.
3. Responsible for member service directed telephone and internet inquiries including, but not limited to receiving applications for membership, new service applications, service changes, connects, disconnects, and landlord agreements.
4. Issues work order numbers and inputs/updates status of work orders and routes necessary paperwork.
5. Receives payments from members, in person or through the mail, including drop box and credit card payments.
6. Assists members that may need assistance processing payments through the online payment system.
7. Able to work with members with more complex needs with general supervision.
8. Provides back up support for cashier, balances cash and prepares bank deposits daily.Maintains cash balance at approved level and obtains change from bank as required.
9. Prepares cash control sheets, payment stubs, tapes, and all supporting documents on a daily basis.
10. Types with a high degree of accuracy and performs all types of word processing.Operates computer terminal for input and retrieval of information, cash payments, connects and disconnects and membership applications.
11. Becomes an advocate for the Association’s members by taking ownership of and understanding their concerns.Determines a resolution by balancing the concerns of the members and the needs of the Association.
12. Answers outage inquiries from members.
13. Promotes a safety culture in which safety is a value.This culture is based on joint and individual engagement, ownership, and accountability regarding job safety and responsibility to perform work safely and adhere to safe work practices.
14. Performs the essential functions of the position in a safe and efficient manner.

The above items are not intended to be all inclusive of the essential functions or requirements of this type of work as they are subject to change based on operating necessity.The employee will also perform other related business duties as assigned by the immediate supervisor and other management personnel.

ESSENTIAL POSITION REQUIREMENTS

Call Center Representative I Requirements – Entry Level

Qualified candidates are required:

To have a high school diploma, or equivalent.
To have at least two (2) years general office administration experience.
To have at least six (6) months of data entry experience.
A valid Alaska driver’s license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Association’s insurance carrier at standard group rates.
Preference will be given to those candidates with:

Continuing education in business administration, basic accounting, and data processing, or related courses.
One (1) year of cash handling experience.

Call Center Representative II Requirements – Intermediate Level

Qualified candidates are required:

To have a high school diploma, or equivalent.
To have at least four (4) years call center and/or member services experience at a utility company.
To have at least one (1) year of data entry experience.
To be proficient in all functions of a Call Center Representative with very little supervision.
A valid Alaska driver’s license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Association’s insurance carrier at standard group rates.
Preference will be given to those candidates with:

Continuing education in business administration, basic accounting, and data processing, or related courses.
One (1) year of cash handling experience.

Call Center Representative III Requirements – Advanced Level

Qualified candidates are required:

To have a high school diploma, or equivalent.
To have at least six (6) years call center and/or member services experience at the Association.
To have at least one (1) year of data entry experience.
To master all functions of a Call Center Representative.
A valid Alaska driver’s license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Association’s insurance carrier at standard group rates.
Preference will be given to those candidates with:

Continuing education in business administration, basic accounting, and data processing, or related courses.
One (1) year of cash handling experience.

KNOWLEDGE, SKILLS AND ABILITIES

Support a culture of safety excellence through active involvement in safety improvement and promote a sense of shared responsibility for safety.
Knowledge of computers in a windows environment, including the use of Word, Excel, and e-mail.
Knowledge of necessary office equipment, ten-key calculator, computer terminal, copy machine, credit card phone terminal, fax machine, scanner, and printers.
Advanced member service skills.
Advance skill in communication and negotiation.
Skill in math: addition, subtraction, multiplication, division, etc.
Skill in managing work efficiently.
Skill in effective and professional verbal and written communication.
Ability to take instructions and work harmoniously with others.
Ability to identify and solve problems in a thorough and logical manner.
Ability to promptly make well-reasoned decisions, forwarding appropriate issues to the next level of authority.
Ability to work well in both a team environment and independently.
Ability to facilitate cooperation between work groups and work functionally across all levels of the organization.
Ability to work well with diverse populations.
Ability to interact with live members whether in person or telephonically.
Ability to improve based on successes and failures.
Ability to analyze processes for efficiency and make recommendations for improvements.
Embrace and embody the Association’s Core Values through decisions, actions, attitude, and behavior to directly contribute to the success of the organization.

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 position; this list is not inclusive of all the physical demands that may be required.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee will be required to:
Use a computer to input data, compose documents, and prepare spreadsheets.
Communicate through speech and hear conversations with others by telephone and in person.
Visual acuity to discern writing on paper to include reading technical material, reading language to allow filing of documents into the appropriate location, communication with others electronically, and review of documents via paper and computer format.
Periodically lift and move materials weighing up to fifteen (15) pounds.

ENVIRONMENTAL CONDITIONS

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This position primarily works in an office setting.

EMPLOYMENT STATUS

This position is classified as a non-exempt, non-represented position, and is eligible for overtime compensation based on both Federal and State of Alaska laws.All Association employees are expected to work widely varying amounts of either (1) unscheduled overtime such as during power restoration activities; or, (2) scheduled overtime required to accomplish special projects.

MEA requires a post offer substance abuse test. Any positive test result or refusal to consent will disqualify an applicant from employment.

MEA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation or any other characteristic protected by local, state or federal law.

Individuals with disabilities who require reasonable accommodation(s) to participate in any portion of the application or interview process should advise MEA in advance by calling 907-761-9218.

Applicants must be currently authorized to work in the United States on a full-time basis.

Benefits Include