Member Service Representative I

Chugach Electric Careers

Anchorage (AK)

On-site

USD 34,000 - 42,000

Full time

14 days+

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Benefits offered by this job

Health benefits

401K Plan

Paid holidays

Job summary

Chugach Electric Association in Anchorage, AK seeks an entry‑level Customer Service Representative to handle member requests with a service‑oriented approach. You will process connect/disconnect orders, respond to account questions, and maintain member data while operating the main switchboard and supporting billing and metering activities.

Qualifications include a high school diploma and 6 months of public contact experience; typing 35 wpm is required.

Qualifications

A high school diploma or equivalent is required.
Six months of experience requiring public contact and service is preferred.
Knowledge of word processing software, email and internet is expected.

Responsibilities

Processes member service requests such as connect and disconnect orders.
Reviews, researches, resolves and provides answers to general account inquiries.
Maintains customer information system by gathering and updating active member data.
Operates the switchboard and directs callers and visitors as needed.
Receives and processes payments, refunds and credits.
Reviews general billing inquiries and works toward resolution.
Reads meter data interfaces and assists with routine energy usage guidance.

Skills

Typing 35 wpm

Customer service

Public contact

Microsoft Office

10-key calculator

Communication

Education

High school diploma

Job description

Job Description

Completion of 35 net words per minute typing test is required.

Summary

Under direct supervision from Managers and direct instruction from Lead personnel, this entry-level position serves as the liaison between members and Chugach by attending to their service requests and providing them with quality customer service. Customer service representatives field questions, concerns and complaints from members; research problems, answer questions and offer solutions.

Reporting Relationships

Reports to: A designated manager in Member Services
Directs: None

Representative Duties

Customer Service

Processes member service requests, such as connect and disconnect orders. Arranges for and receives deposits when necessary.
Reviews, researches, resolves and provides answers to general account inquiries. Receives inquiries or complaints and seeks resolution.
Maintains customer information system by gathering and updating active member account information.
Operates the switchboard and acts as a receptionist to direct callers and visitors when needed.

Consumer Accounting

Receives and processes payments. Reviews daily transactions and reconciles drawer and receipts accordingly.
Researches and completes general requests from members regarding payments, refunds and capital credits.
Receives requests for and processes refunds to members.

Billing

Reviews, researches, resolves and provides answers to general billing inquiries, including billing adjustments and billing corrections.
Receives and resolves general billing complaints and seeks resolution.

Metering and Field Support

Processes the meter reading and billing interface, reviews applicable reports and initiates action as needed.
Receives and resolves general meter reading or high bill complaints and seeks resolution.
Provides advice, counsel and information to members regarding routine energy usage and conservation issues.

Miscellaneous

Completes special projects and tasks pertinent to customer service operations.
Performs other job-related duties as assigned.

Relationships

Internal
- Designated Member Services Manager: Reports to, receives direction from.
- Member Services Management Team: Receives instruction and assistance from, and exchanges information with. Refers inquiries and complaints for resolution.
- Lead MSRs: Receives direct instruction and assistance from, exchanges information with. Refers inquiries and complaints for resolution.
- Member Services Staff: Exchanges information with other Member Services staff.
- Employees of other departments: Exchanges information with other employees as necessary.
External Member Owners: Seeks information from and provides information to member owners.

Education

A high school diploma or equivalent is required.

Experience

Six months of experience requiring public contact and service is preferred.

Job Knowledge/Skills/Abilities

Knowledge of word processing software, email applications and the internet. Knowledge of spreadsheet software is desirable.
Knowledge of basic office technologies including calculators, copiers, fax machines and telephones.
Ability to effectively handle a high degree of public communication and contact, including face to face, over the phone and electronically.
Ability to type 35 words per minute and ability to use a 10-key calculator with accuracy.
Ability to communicate effectively with others.
Ability to continually provide a service-oriented attitude towards members and co-workers.
Ability to perform basic mathematical functions.

Working Conditions

Work is conducted in a standard office environment. Some overtime may be required.

Company Description

Chugach Electric Association is a member-owned cooperative, headquartered in Anchorage, Alaska's largest city. Anchorage itself sits at the base of the Chugach Mountains. Chugach is pleased to provide reliable, affordable power to more than 92,000 members from Anchorage to the northern Kenai Peninsula, and from Whittier on Prince William Sound to Tyonek on the west side of Cook Inlet. We service over 113,000 locations with 3,782 miles of transmission and distribution lines. We have many services that make it easy to power homes and businesses with Chugach.

A little more about us: Chugach has been around for a long time, recently celebrating 75 years! We are a stable company, in a stable industry. And while we may have stability, we are modern, sustainable and forward-thinking to ensure that we provide reliable services for generations to come. We also pride ourselves on the longevity of our employees. We have several 20, 30 and 40 + year tenured employees who continue foster an inclusive, innovative corporate environment. Find your spark!

Chugach's Corporate Vision

Responsibly developing energy to build a clean, sustainable future for Alaska.

Chugach's Corporate Mission

We provide safe, reliable, and affordable electricity through superior service and sustainable practices, powering the lives of our members.

Chugach's Corporate Values

Guided by our values of safety, accountability, and sustainability, we are committed to serving our members, the community, and the Chugach team.

Equal Employment Opportunity

It is a policy of Chugach Electric Association, Inc., to recruit, hire, train, promote, and compensate persons without regard to race, color, religion, national origin, sex, marital status, pregnancy, parenthood, physical or mental disability, veteran's status, age, or any other classification protected by applicable, federal, state, or local law.

Chugach is also an affirmative action employer.

Chugach Electric does not sponsor employment visas. Applicants must be authorized to work in the U.S. at the time of application and throughout employment. Employees must be able to provide documentation to Chugach Electric to show their identity and authorization to work.

Benefits

Health Benefits (Available through IBEW with the Alaska Electrical Trust Fund)