Member Services Representative - CVEC, Arrington Office

Central Virginia Electric Cooperative; Arrington (VA); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health/Dental/Vision Insurance

Life/Disability Insurance

401k Retirement Plan

Paid Time Off

Job summary

Central Virginia Electric Cooperative seeks a dynamic, team-oriented customer service representative to assist members with service requests, billing inquiries and payments in Arrington. You will follow established workflows, communicate professionally, and maintain accuracy in transactions in a 40-hour week, Monday–Friday, with hours from 7:00 a.m.

to 6:00 p.m. Responsibilities include answering inquiries by phone, in person or email, processing service requests, performing cashiering duties,

Qualifications

• High school diploma or equivalent is required.
• Two years of general office experience including customer interactions via phone, in-person, or email.
• Strong verbal and written communication skills are essential.
• Proficiency with Microsoft Word, Excel and Outlook; general computer applications.

Responsibilities

• Respond to member inquiries by phone, in-person or email following established workflows.
• Maintain defined phone performance metrics to meet department goals.
• Process service requests and ensure billing/information systems are accurate.
• Perform cashiering activities and balance cash handling.
• Handle various member account transactions and collect revenue.

Skills

Verbal communication

Written communication

Customer service

Office software

Education

High School Diploma or equivalent

Two years general office experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Central Virginia Electric Cooperative is seeking a dynamic, team-oriented individual to deliver exceptional customer service consistently with strong transactional accuracy. This individual is responsible for communicating in a professional, courteous and respectful manner with CVEC members regarding a variety of topics via various means of communication while adhering to established workflows and procedures. Member interactions include, but are not limited to initiating new service requests, terminating service, processing service orders, answering billing inquiries, accepting payments, educating members regarding energy consumption and energy efficiency. Member communications are primarily via inbound and outbound calls but can also include in-person and email inquiries. This position will work in the Arrington facility with the possibility of intermittent travel to other CVEC division offices for coverage. This is a 40 hour/week position M-F; with working hours which may vary between 7:00 a.m. and 6:00 p.m.

Essential MSR Duties And Responsibilities

• Effectively respond to member inquiries by phone, in-person or email following established workflows and procedures
• Maintain defined phone performance metrics with phone availability and call answered volume to achieve department goals and objectives
• Execute with positive call quality standards consistently
  • Represent CVEC with a courteous and respectful manner
  • Deliver current and accurate information
• Execute with transactional accuracy consistently
  • Perform required actions to process service requests using established procedures and ensure that service requests are initiated, completed and all billing and informational systems are maintained
  • Perform cashiering activities, including accurate cash handling and balancing
  • Perform various member account transactions
• Collect revenue by receiving payments from members in person and in the mail
• Resolve and document all revenue recovery situations
• Maintain effective working relationships with employees at all levels within CVEC and with our members, ensuring smooth operations, productive communications, and effective understanding during all interpersonal contacts
• Dynamic team player both within the work group and with other departments
• Change-agent Agility to flex in a fast-paced environment
• Notarize documents and forwards documents to internal business partners
• Assist with training as necessary

Required Qualifications

• High school diploma or equivalent
• Two years of general office experience including but not limited to: responding to customers via phone, in-person, or email; accounting and cashiering experience
• Strong verbal and written communication skills
• Proficiency with Microsoft Word, Excel and Outlook
• Computer application skills

Desired Qualifications

• Four years of experience as a customer service representative in a call center environment
• Four years of experience handling computerized billing and information systems
• Electric or utility industry experience

Physical Demands And Work Environment

• Physical Demands: Job requires sitting for extended periods of time at a desk/computer terminal
• Work Environment: Team-based, call center office environment
• The employee must occasionally lift and/or move up to 25 pounds

Hourly Pay Rate:

$22- $25/hour depending on experience

CVEC offers a comprehensive benefits package which includes: Health/Dental/Vision Insurance, Life/Disability Insurances, Elective/Non-Elective 401k Retirement Plan; and Generous Annual Paid Time Off.

CVEC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. CVEC is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications. CVEC will not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity (including gender expression), national origin, age, marital status, genetic information, pregnancy, disability, family, military or veteran status, or any other status protected by state or federal law.

Equal Opportunity Employer/Affirmative Action Employer: Disability/Veteran

CVEC reserves the right to alter, change, modify, and/or terminate this job posting at any time without notice, or obligation, to any party.

Must be able to pass background check. We also conduct pre-employment drug testing. Any offer will be based on the results of background and drug testing.

Salary: $22 - $25 per hour