Member Relations Representative

Ozarks Electric Cooperative; Fayetteville (AR); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance (100% for you and/or?

Pension plan

401(k) with employer match

Paid time off

9 paid holidays

Disability benefits

Life insurance

Tuition reimbursement

Job summary

Ozarks Electric is seeking a courteous Member Relations Representative in Fayetteville, AR to assist members in person, over the phone, by email and chat with starting, stopping, and transferring utilities, and to explain services, rate structures, and policies.

You will maintain member accounts, handle deposits, perform cashiering tasks, respond to billing inquiries, arrange payment plans, and assist with outage calls, while seeking service improvements.

Qualifications

• Requires experience in customer service or related field (2–5 years).
• Ability to handle cash transactions and cashiering duties.
• Strong communication skills for in-person, phone, email, and chat interactions.

Responsibilities

• Assist members in person, over the phone, by email, and via chat with starting, stopping, and transferring utility services; assist with OzarksGo and other services.
• Provide information on residential and commercial services, rate structures, policies, and programs.
• Establish deposits and maintain member accounts; process payments and reconcile cash drawer.
• Research and respond to billing inquiries and arrange payment plans or outside assistance.
• Respond to outage calls and handle basic member issues; solicit additional services.
• Identify improvements to processes, equipment, training, or procedures.
• Work under supervisor guidance and perform other duties as assigned.

Skills

Customer service

Cash handling

Communication

Education

High school diploma or equivalent

Job description

Ozarks Electric, headquartered in Fayetteville, Arkansas with offices in Springdale, Arkansas, Stilwell and Westville Oklahoma incorporated in 1938, is a member-owned electric cooperative, serving more than 80,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma.

Ozarks provides to its employees: 100% paid medical/dental coverage for you and your dependents, a defined benefit pension plan and a 401(k) plan with employer match. We also provide paid time off, 9 paid holidays, disability benefits, life insurance and tuition reimbursement.

Job offers are contingent on passing a background check, proof of eligibility to work in the U.S., and passing a drug test. Ozarks does not accept medical marijuana cards because all our positions are considered safety sensitive.

Job Qualifications

EDUCATION: Requires high school diploma or equivalent.

EXPERIENCE: Two to five years of experience in customer service or related field.

Major Job Tasks

• Assist members in person, over the phone, by email, and via chat with various activities such as starting, stopping, and transferring utility services; determine member needs and assist with establishing OzarksGo services as well as any other services provided.
• Provide customer service and properly inform members of residential and commercial utility services, rate structures, special programs, and applicable policies.
• Establish deposits for residential and commercial members within established guidelines.
• Establish and maintain member accounts; monitor and ensure accuracy of account information.
• Perform cashiering tasks as required; receive and process payments; reconcile cash drawer daily and prepare bank deposits.
• Research and respond to member billing inquiries.
• Set up/inform members of various payment arrangements and outside assistance agencies.
• Assist members by answering basic issues or requests; receive and process outage calls.
• Solicit sale of new or additional services or products.
• Recommend improvements/upgrades in products, service, billing method, etc. to prevent future issues.
• Advises supervisor of ways to better handle member calls through improvements to equipment, training, support materials, computer programs, and procedures.
• Resolves basic member and/or subscriber's issues or requests.
• Receives and processes trouble or outage calls.
• Accurately analyzes and collects any past due balance from the member and/or subscriber's in accordance with established procedures.
• Ensures inquiries other than those that are routine are promptly transferred to appropriate department for resolution.

In addition, other duties of equal or lesser skill may be assigned by the designated supervisor to meet emergencies or other operating needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Member Relations Representative shall be required to perform any other duties assigned to fulfill the objectives of Ozarks.

External Relationships

• Member and/or subscriber's: Responds to request or inquiries for service

Other Requirements

• Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine. Must have valid driver's license without violation, which would prohibit insurability.
• Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires ability to effectively present information, orally and written, and respond to questions from clients, customers, and general public. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires efficient and accurate handling of money and applying money or credit to members' accounts. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.
• This position is performed in an office environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional travel for training may be required. This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.

Physical Requirements

• This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position.
• The physical activities and environmental characteristics 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 and expectations.

Ozarks Electric is an EOE/AA/W/M/VETERAN/Disability employer