Member Service Representative I

Umatilla Electric Cooperative; Hermiston (OR); On-site; USD 36,000 - 48,000; Full time

Job summary

Umatilla Electric Cooperative in Hermiston, OR seeks a Member Service Representative I to serve customers with courtesy and accuracy. The role processes payments, handles applications for electrical service, and maintains customer accounts, communicating in person, by phone, and electronically.

The successful candidate will manage cash handling, balance daily deposits, and assist with start/stop/transfer of service while upholding company policies and safety guidelines.

Qualifications

• High school diploma or GED required.
• Two years related experience or training or equivalent.
• Ability to operate cash drawer and balance daily deposits.
• Strong communication and customer-service skills.

Responsibilities

• Provide front-line customer service for inquiries and complaints.
• Process payments and applications for electrical service; balance cash drawer.
• Maintain customer information in the database with accuracy.
• Assist with start/stop/transfer of service and deposits.
• Respond to customer requests via in person, phone, or electronically.

Skills

Customer service

Cash handling

Data entry

Phone etiquette

Education

High school diploma or GED

Two years related experience or training

Tools

Accounting software

Database / CRM

Job description

SUMMARY

The Member Service Representative I upholds internal and external customer service relations, efficiently and accurately processes payments and applications for electrical service, and performs general customer account maintenance. The position effectively communicates with customers in person, telephone, and electronically to create a positive customer-service experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

may includeother duties as assigned.

• Front line response to customer inquiries, comments or complaints regarding electric accounts, company policies or procedures and resolves issues in an effective, courteous manner.
• Processes electric account and miscellaneous accounts receivable payments. Maintains and balances cash drawer and prepares accurate daily deposits.
• Interprets and processes customer requests to start, stop, and transfer electric service.
• Maintains customer information database to ensure accurate records.

JOB DUTIES

may includeother duties as assigned.

• Approves and schedules account payment arrangements.
• Determines service charges, assesses deposits, makes adjustments to account charges, and applies credits and rebates to accounts.
• Responds to customer complaints regarding billing or service rendered promptly, escalates to management when appropriate.
• Provides information to customers on cooperative member benefits.
• Retains knowledge on programs such as energy audits, energy assistance and conservation rebate programs.
• Answers incoming phone calls in a prompt and courteous manner, ensuring calls are completed or transferred accurately and efficiently.
• Determines the needs of customers or visitors to UEC offices and directs them to the proper department or employee for assistance.
• Interprets and refers service problems (such as low voltage) to the designated department for further investigation.
• Supports in performing record retention duties such as filing and document imaging.
• Maintains punctual, regular and predictable attendance.
• Performs all duties in accordance with applicable company policies and safety guidelines; Reports any safety concerns to Management.
• Participates in trainings for improvement of job knowledge and skill; maintains and improves technical and computer skills.
• Continuously learns to utilize tools, programs, and software as technology advances.
• Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
• Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
• Respectfully takes direction from supervisor.

QUALIFICATIONS

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Education

High school diploma or general education degree (GED).

Experience

Two (2) years related experience and/or training; or equivalent combination of education and experience.

EOE M/F/Disability/Veteran