Member Service Representative

Indiana Electric Cooperatives; Ohio; On-site; USD 35,000 - 45,000; Full time

Job summary

A leading cooperative in Ohio seeks a Member Services Representative to manage member inquiries and billing processes while supporting cooperative goals. Responsibilities include account management, member communication, and adherence to safety policies. Ideal candidates will have strong communication and organizational skills, with a commitment to teamwork.

Qualifications

• Minimum of one year experience in a related position preferred.
• Must have attention to detail and proficiency in Microsoft Office.
• Communication skills required to interact effectively with members.

Responsibilities

• Serve as primary contact for members regarding inquiries and billing.
• Process new member accounts and service orders.
• Coordinate delinquent bill collections and prepare reports.

Skills

Attention to detail

Communication

Organizational skills

Mathematical knowledge

Education

High school graduate or equivalent

Vocational training in general business office procedures

Tools

Microsoft Office

Office equipment (cash register, copier, etc.)

Job description

While the Member Services Representative reports to the Member Services Manager, he/she is expected to work cooperatively with other employees in maintaining workflow and helping to effectively and efficiently meet the cooperative mission.

Core Competencies:

Work effectively as an employee of Paulding Putnam and maintain good job behavior.

· Must be supportive of Cooperative business concepts and principals.

· Must be of high integrity, dependable and professional.

· Punctual and conscientious about work hours and perform overtime when requested. Communicate with supervisor when unable to work at the appointed time.

· Accept responsibility for the duties of your position. Work diligently toward complete accurate work assignments.

· Develop the necessary skills and knowledge to perform the duties of the position. Attend meetings and seminars as directed.

· Continually develop and recommend more efficient and effective ways of carrying out the duties and responsibilities of the position.

· Review and abide by established policies and procedures of the Cooperative.

· Must have a high regard for the safety of themselves and others. Promote safety in every activity and attend scheduled safety meetings as directed. Become familiar with and abide by the PPEC safety rules and procedures.

· Must have the desire to work as part of a team and contribute to the high morale in the organization. Promote teamwork through communication and cooperation. Treat co-workers in a professional manner and consider the opinions and personal needs of others.

· Accept and adapt positively to changes in your position and within the Cooperative. Develop a commitment to accept ongoing change.

· Be a positive influence within and outside the Cooperative.

· Support the Cooperative’s mission by staying current with information to cultivate and positively project the Cooperative’s philosophy.

Job Responsibilities:

Within the limits of established policies, procedures and budgets, assumes responsibility and has commensurate authority as delegated by Member Services Manager for the following functions:

· To serve as primary contact for members/consumers.

· Respond to member inquiries related to billings, rates and associated policies and procedures.

· Handle member inquiries related to electric use, high bill inquiries and general orientation to the cooperative.

· To explain all cooperative programs and services in a manner that helps move members to participate in these programs and services.

· Create new members accounts and execute all required paperwork.

· Initiate service orders for connection of new services including new construction.

· Initiate and complete work orders for transfers (read out/read ins).

· Send all relevant cooperative information to new members.

· Conduct routine telephone follow-up with members as specified by cooperative policy and procedures.

· Prepare and process all necessary adjustments to consumer accounts.

· Receive and process data pertaining to consumer accounts.

· Operate a computer and become proficient in National Information Solution Cooperative (NISC) system related to member billing and records as well as the Microsoft Office products.

· Coordinate delinquent bill collections, including establishment of payment arrangements, monitoring payments received and executing disconnects.

· Process monthly and special billings for residential and commercial accounts.

· Run letters for final bills and past due account letters.

· Ensure that accounts are submitted to collection agency in timely manner to process.

· Provide member/consumer account data for other departments as necessary.

· Receive, record and reconcile daily collections received at counter, drive-through, by mail and electronically.

· Prepare receipts for deposit and send to bank electronically.

· Perform general filing, keyboarding and other clerical functions.

· As the cooperative expands service beyond electricity, this position will remain the primary member contact area and this position will field questions from members regardless of product.

· Operate all business office machines.

· Make recommendations to Member Services Manager regarding new programs or efficiencies that could be achieved by streamlining internal procedures.

· Ensure that office is open on time and that the cooperative is ready to do business no later than the assigned work starting time.

· Ensure that the office is properly closed down at the end of each work day.

· Conduct all business and personal activity during work hours in accordance with the policy and procedure manual of the cooperative.

· Participate in the NRECA Safety Achievement Program.

· Assist in the training or cross training of other employees.

· Maintain a clean, neat and orderly work environment.

· Provide our members and others with prompt service that results in good customer and public relations.

· Attend meetings, seminars and training as requested.

· Subject to random drug and alcohol testing consistent with DOT regulation and Paulding Putnam Electric policies.

· All other duties as assigned.

Reporting Relationships:

Reports to: Member Services Manager

Supervises and Directs work of: None

External relationships: Employees, Members and General Public

Education and Experience:

· High school graduate or equivalent required. Vocational training with emphasis in general business office procedures.

· Minimum of one year experience in a related position is preferable.

· A combination of education, training and experience may be substituted when competency is demonstrated.

Skills and Abilities:

· Attention to detail and excellent organizational skills.

· Must be able to communicate fluently and effectively both written and verbally.

· Must be able to use office equipment such as cash register, computer, keyboard, copier, printer, fax machine etc. Must have knowledge of Microsoft Windows and Microsoft Office. Requires skills to operative office equipment such as personal computer, FAX machine, copier, calculator, multi-line phone system, mail processing equipment, postage machine and two-way radio.

· Must be able to deal with members and the general public.

· Must have basic mathematical knowledge.

· Must be able to prepare a variety of reports and documents and perform the duties and requirements associated with the position.

· Must be able to plan and prioritize work.

· Must be able to adapt to a work environment that requires the knowledge to learn and implement new technology.

· Overtime may be required to complete the duties as directed.

Additional Expectations:

· Maintain confidentiality regarding PPEC proprietary information and other department information. Overtime may be required to complete the duties as directed. Assistance may be expected during major outages.

· This position requires knowledge of PPEC payment procedures and policies. Must be able to communicate with a diverse group of customers. Ability to project a favorable image for the Cooperative.