Member Service Representative – Winchester

Shenandoah Valley Electric Cooperative, Inc.; Winchester (VA); On-site; USD 30,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated member service representative to be the first point of contact for inquiries and service requests. This role involves interviewing members, resolving issues, and maintaining accurate records to ensure a high level of customer satisfaction. The ideal candidate will possess strong communication and problem-solving skills, along with a commitment to providing exceptional service. Join a forward-thinking company that values professionalism and community engagement, and make a meaningful impact in the lives of its members.

Qualifications

• 2 years of customer service experience required.
• Experience in cash handling and data entry is essential.

Responsibilities

• Gather information and process applications for service connections.
• Investigate and resolve member inquiries related to billing and services.
• Maintain member accounts and assist in billing processes.

Skills

Customer Service

Problem-Solving

Data Entry

Communication Skills

Cash Handling

Microsoft Office

Bilingual (Spanish)

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Job description

First point of contact to member inquiries regarding accounts, service requests, complaints and general information to ensure timely, technically accurate and professional resolution to matters of interest to members and the public.

Reporting Relationships

Reports to: District Lead Member Service Representative

Directs: None

Responsibilities

• Interview members by telephone, or in person, to gather pertinent information and prepare and process applications for service connection, changes and disconnection.
• Investigate and resolve member inquiries related to billing, applications, collections, meter exchanges and general information and adjust accounts as necessary.
• Inform members and appropriate personnel of recommended action and follow-up to ensure consumer satisfaction.
• Maintain and update, as necessary, both electronic database and paper files of member accounts including, but not limited to, exchanged meters, service orders and memberships.
• Assist in processing of billing by checking edit reports for demand billing, estimates and kilowatt hour comparisons.
• Accept and process payments on accounts, as appropriate, accurately maintaining and updating all associated receipts and records. Balance cash drawers with audit sheets daily and batch reports.
• Forward difficult member questions and complaints, as necessary, to Lead MSR for resolution.
• Participate in the development and implementation for action plan for appropriate handling of similar future situations.
• Review existing, and recommend new procedures, to improve the efficiency of the department while surpassing consumer expectations. Recommend procedural improvements to Supervisor.
• Prepare and process various letters, forms and reports for department activities and customer accounts maintenance, including the process of inter-department mail.
• Maintain superior level of consumer service, telephone communication techniques, negotiations and problem resolutions to ensure knowledgeable and professional service to members.
• Perform address maintenance to capital credits, inactive accounts and estates as required.
• Enter outage calls in database to ensure timely restoration of service.
• Inform members and gather proper documentation for closing out equity on accounts where members are deceased.
• Assigned daily bank transaction duties to include ensuring accuracy of deposit tickets and processing spreadsheets.
• Assigned the responsibilities of inventorying and requisitioning of office supplies.
• Assist in special projects as necessary.

Job Related Qualifications

Education and Experience

• High School Diploma or GED and 2 years customer service experience.
• Must have experience in handling cash drawers, large sums of cash, checks and assuring the accuracy of transactions.
• Experience in data entry and computer operations including PC applications.

Required Skills and Abilities

• Must be able to maintain professionalism and control under all circumstances.
• Has and maintains a valid driver’s license and acceptable driving record and is able to operate SVEC vehicles.
• Must become and remain certified in CPR and first aid. Must also be skilled in the use of safety equipment.
• Demonstrated ability to provide proactive and professional member service and relations.
• Strong verbal, written, analytical and interpersonal skills.
• Demonstrated problem-solving skills.
• Proficient in Microsoft Office products including Excel and Word.
• Possess effective techniques to research and access all sources necessary to fulfill position responsibilities.
• Maintain a high level of confidentiality with regards to associate, member and corporate information.
• Ability to communicate in the Spanish language is desired.
• Ability to provide emergency telephone support during outages and keep up to date on status of outage.
• Must have access to reliable transportation to and from work.

Physical Requirements

• Participation in SVEC job safety and training programs, relevant workshops, seminars and other SVEC sponsored courses and events.
• Must be able to use office equipment including telephone, computer, and other systems and related software in the performance of position responsibilities.
• Must be able and available, during any and all types of weather conditions, to work weekends, holidays, evenings and other times outside normal duty hours to assist in service restoration and other emergencies that may arise or when the workload demands.
• Must always maintain an operating telephone or personal communication device at their place of residence. Ability to contact the telephone or personal communication device must be made available to SVEC for the purpose of contacting the manager to conduct legitimate routine and/or emergency business.
• This position involves primarily inside work. Must be able to lift objects unassisted (up to 30 pounds). Some standing, walking, climbing, balancing, stooping, kneeling, crouching or crawling to a minimal degree.

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 constructed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Applicants

Please complete an SVEC employment application on our Careers page (a resume may be attached to the completed application). Alternatively, PDF applications can be emailed to [e-mail] or mailed to SVEC’s Human Resources Department.

Notice of Equal Opportunity Employment

Notice of Equal Opportunity Employment

In order for Shenandoah Valley Electric Cooperative to abide by its Affirmative Action Statement, the Cooperative publishes the following Equal Employment Policy. This is not a solicitation of applicants for employment. All applicants for employment shall be considered and hired on the basis of merit, without regard to race, color, national origin, age, disability, and where applicable, sex (including gender identity and expression), marital status, familial status, parental status, religion, sexual orientation, genetic information, political beliefs, reprisal, or veteran’s status. The employment practices shall ensure equal treatment of all employees, without discrimination in rates of pay or other opportunities for advancement because of an employee’s race, color, national origin, age, disability, sex, gender identity, religion, reprisal, and where applicable, political beliefs, marital status, familial or parental status, sexual orientation, or all or a part of an individual’s income is derived from any public assistance program, or protected genetic information in employment or in any program or activity. (Not all prohibited bases will apply to all programs and/or employment activities.) Shenandoah Valley Electric Cooperative is an equal opportunity provider and employer.