Member Service Representative

Four County Electric Membership Corporation; Elizabethtown (NC); On-site; USD 32,000 - 45,000; Full time

Job summary

Four County Electric Membership Corporation is seeking a friendly, member-focused individual for the role of Member Service Representative in North Carolina. This position requires handling member inquiries, processing payments, and providing information on Four County services.

The role involves daily interaction with members in person and by phone, maintaining accurate cash handling and documentation, and supporting dispatch and call center activities as needed.

Qualifications

• Two years’ work experience in a clerical field with public contact duties.
• Payment collection and computer input skills desirable.

Responsibilities

• Serve as the primary point of contact for Four County members.
• Assist members with inquiries and payments for services.
• Greet members and visitors and route questions to the appropriate personnel.
• Balance cash received and prepare bank deposits.
• Maintain records of member accounts and transactions.

Skills

Customer service

Public contact

Payment collection

Data entry

Education

High school diploma or GED

Job description

Receives member requests through the phone or in person. When practical, take personal action or requests assistance from appropriate personnel to ensure opportune action. Assists members with a wide variety of needs including receiving payments and facilitating solutions to any service concerns.

Education

High school diploma or G.E.D. required.

Experience

Two years’ work experience in a clerical field with public contact duties.

Payment collection and computer input skills desirable.

Mental and Physical Requirements

• The mental and physical requirements for this position (Member Service Representative) include, but are not limited to the following:
• Serve as the primary point of contact for Four County members, enhancing engagement through
• effective communication, organizing events, and feedback initiatives to improve services and
• Has direct contact with members and visitors, assisting in handling all inquiries including
• answering telephone and in-person queries.
• Greets all members and visitors in the office, answering inquiries whenever possible or directing
• them to appropriate personnel.
• Participates with supervisor in study, review, and approval of member and collecting procedures
• established for the operation of the local office.
• Keeps thoroughly informed of all promotional efforts of Four County and discusses with members
• all aspects and benefits of the program.
• Whenever feasible and necessary, advises members on energy-conserving methods and habits.
• Represents Four County as necessary or as assigned in public and community functions or
• projects.
• Be prepared to support district and community needs during natural disasters.

Non-Discrimination

Four County Electric Membership Corporation will recruit, employ, and promote employees in all job classifications without regard to race, color, sex (including gender identity, sexual orientation and pregnancy), age (40 or older), religion, national origin, disability (including physical or

mental impairment), genetic information, or veteran status.

Exempt Status:

The exempt status for this position is not exempt.

Reporting relationships:

A. Reports to: Office Supervisor

Essential Duties and Responsibilities:

A: Member Engagement

Weight: 35%

Serve as the primary point of contact for Four County members, enhancing engagement through

effective communication, organizing events, and feedback initiatives to improve services and

Has direct contact with members and visitors, assisting in handling all inquiries including

answering telephone and in-person queries.

Greets all members and visitors in the office, answering inquiries whenever possible or directing

them to appropriate personnel.

Participates with supervisor in study, review, and approval of member and collecting procedures

established for the operation of the local office.

Keeps thoroughly informed of all promotional efforts of Four County and discusses with members

all aspects and benefits of the program.

Whenever feasible and necessary, advises members on energy-conserving methods and habits.

Represents Four County as necessary or as assigned in public and community functions or

projects.

Be prepared to support district and community needs during natural disasters.

B: Communications and Resolution

Weight: 20%

Manage member communications with empathy and a professional tone, ensuring inquiries and

issues are addressed promptly to maintain high member satisfaction with Four County.

Employ empathy and a supportive tone in all interactions to understand and effectively address

member concerns, building trust and rapport.

Troubleshoot and analyze issues to provide effective solutions, collaborating with other

departments and external organizations for complex problem resolution.

Share insights and best practices with the team to foster a culture of continuous learning and

improvement, enhancing the collective ability to serve members better.

C: Operations

Weight: 20%

Oversee essential operational tasks related to member services for Four County, focusing on

efficiency and effectiveness in service delivery, transaction processing, and operational

improvements.

Ensures the office is open in the mornings and secured in the afternoon and is maintained in

a professional manner.

Operates a two-way radio.

Balances cash received and makes bank deposit.

Process service orders and handle member queries about Four County’s Member portal and

mobile app needs, ensuring clear communication and effective use of available resources.

Works in Four County’s Call Center or Dispatch Center as scheduled or needed.

Prepares bank deposit and cash sheet reports.

Maintains adequate stock of required office supplies and forms needed in the office.

D: Organization and Documentation

Weight: 10%

Maintain meticulous records and documentation for Four County member accounts and

transactions, ensuring organization, accuracy, and compliance with regulatory requirements.

Document accounts accurately after each member interaction.

Accepts payments from members for electrical services, issuing receipts and making change.

Accountable for member collections money received.

Processes inactive member prepay accounts.

Scan paper service orders and processes returned checks.

Create and maintain Pledge report and member payment arrangement documentation.

E: Product and Services Offering

Weight: 10%

Promote Four County’s range of products and services, ensuring members are well-informed

about their options and the benefits of new and existing offerings.

Prepares member orders for services requested by members of Four County personnel.

Closing service orders when completed.

Reviews and creates service orders and outages and delivers to dispatch for completion.

In accordance with Four County policies, review and supervise the amount of security deposits to

be collected prior to connection of service.

F: Personal Training and Development

Weight: 5%

Dedicate efforts towards personal growth and professional development, staying abreast of

industry trends, enhancing skills relevant to the role, and adopting best practices for continuous

improvement in service delivery for Four County.

Engages in ongoing learning opportunities to better understand the energy sector, customer

service excellence, and operational best practices.