Member Services Representative (Pulaski County)

South Kentucky Rural Electric Cooperative Corp.; Somerset (KY); On-site; USD 32,000 - 38,000; Full time

Job summary

South Kentucky RECC in Pulaski County is seeking a Member Services Representative to deliver friendly customer service, process service orders, assist with payments, and respond to information requests in person, by phone, or online. This position reports to the Service Center Supervisor.

The ideal candidate will have a high school diploma with 3 years of customer service experience (or an associate degree with 1–2 years), experience with billing and data entry, and proficiency in office

Qualifications

• High school diploma or equivalent with 3 years customer service experience; or associate degree with 1–2 years of customer service experience.
• Ability to work accurately with numbers and possess math skills.
• Ability to navigate member database, call system, and outage management software.
• Electric cooperative or utility industry experience preferred.
• Proficiency in English and Spanish preferred.
• General office procedures and proficiency with computers and office equipment.
• Excellent interpersonal, verbal, and written communication, organizational, and planning skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to pass required drug screening and obtain/maintain a valid driver’s license.

Responsibilities

• Provide member service through assigned service workstations, lobby, drive-thru, and other stations, rotating as needed.
• Respond to information requests and complaints courteously.
• Exhibit empathy and controlled tone when speaking to members.
• Support marketing and other Cooperative initiatives.
• Promote a positive image of the Cooperative to the public.

Skills

Customer service

Bilingual (English/Spanish)

Data entry

Microsoft Word

Excel

Outlook

Attention to detail

Math skills

Education

High school diploma or equivalent with 3 years customer service

Associate degree in related field with 1–2 years customer service

Tools

AMI system

Outage management software

Customer database

Electronic payments processing

Microsoft Office (Word/Excel/Outlook)

Job description

Job Title: Member Services Representative (Pulaski County)

Department: Member Services

Reports To: Service Center Supervisor

Supervises: N/A

Purpose of Position

The Member Services Representative - provides multi-faceted customer service support by creating, coordinating, and processing service orders; responding to information requests; providing payment assistance to and on behalf of members; and assisting members in person, by telephone, and online in a fast, efficient, and friendly manner.

Minimum Qualifications

These qualifications are not intended to cover all aspects of the position as the scope and duties may change based on the business needs of the Cooperative.

• High school diploma or equivalent with a minimum of three (3) years of customer service experience; or associate degree in a related field with one (1) to two (2) years of customer service experience.
• Ability to work accurately with numbers and possess average or above-average math skills.
• Ability to navigate specialized member database, call system, and outage management software.
• Electric cooperative or utility industry experience preferred.
• Proficiency in both English and Spanish preferred.
• Working knowledge of general office procedures and proficiency with computers and other office equipment.
• Excellent interpersonal, verbal, and written communication, organizational, and planning skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to satisfactorily pass required drug screening and obtain and maintain a valid driver's license.

Working Conditions

Work is performed primarily in a general office environment with limited business travel requirements and limited outside environmental exposure. The normal work schedule consists of 40 hours per week. Overtime may be required during deadlines, heavy workload periods, outage restoration efforts, severe weather events, and other emergency situations. Work schedules and reporting locations may be adjusted as necessary to meet operational needs.

Physical Requirements

The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

This position requires the ability to:

• Sit for extended periods while performing computer-based work.
• Use hands and fingers for keyboarding, data entry, filing, payment processing, and operation of office equipment.
• Speak clearly and hear effectively in person, by telephone, and through other communication devices.
• Read and interpret computer screens, reports, account records, service orders, correspondence, and other business documents.
• Maintain visual acuity necessary to perform detailed work and review account information accurately.
• Frequently operate computers, telephones, calculators, payment processing equipment, and other standard office equipment.
• Occasionally stand, walk, reach, bend, and lift or carry office materials and supplies.
• Demonstrate manual dexterity and eye-hand coordination necessary to perform job duties accurately and efficiently.

Working Relationships

Internal:

Coordinate and communicate with supervisor(s), peer staff members, operational staff, and other Cooperative functional areas. Foster a positive working environment with coworkers.

External:

Effectively interact with members, banking institutions, governmental agencies, community organizations, contractors, and the public.

Essential Functions Statement

The following duties are considered essential functions of this position. An employee must be able to perform these essential functions with or without reasonable accommodation. The duties listed are not intended to be all-inclusive and may be modified based on the operational needs of the Cooperative.

Essential Duties and Responsibilities

1. Member Service & Workstation Coverage

1. Provides member service through assigned service workstations, including lobby, telephone, drive-thru, and other member service stations, and rotates among assigned workstations as operational needs require.
2. Responds to all information requests and complaints courteously.
3. Shows empathy and controls tone when speaking to members.
4. Provides appropriate support to marketing and other Cooperative initiatives.
5. Promotes a good image of the Cooperative to the public both at and away from work.

1. Member Service & Customer Support

1. Greet and assist members with questions related to general billing, pre-pay electric, high bill complaints, payment arrangements, capital credits, and member service programs.
2. Follow policies and procedures to ensure standardization of service to all member rate classes, in both service interactions and associated data.
3. Take cash, credit card, and e-check payments in person and e-check payments by phone with the utmost care to protect the member’s financial information.
4. Help members with questions about government energy assistance programs.

1. Database Accuracy

1. Follow established guidelines when creating or updating accounts.
2. Correct errors on accounts when found to increase database integrity.
3. Maintain a high level of attention to detail when creating service orders or making account adjustments.

1. Software & System Utilization

1. Quickly learn new processes or software changes and provide feedback when issues are found.
2. Create, coordinate, and process service orders, including New Connects, Disconnects, Staking, and miscellaneous service orders.
3. Use the Automated Meter Infrastructure (AMI) system to read meters and connect or disconnect accounts.
4. Ensure proper billing using pre-bill edit reports.

1. Cash Drawer & Payment Processing

1. Collect and process all payments and post to the proper accounts.
2. Monitor cash drawer to ensure the proper amount of change is on hand to conduct business.

1. Maintain and balance cash drawer with 100 percent accuracy of daily receipts.

1. Cooperative & Department Support

1. Provide assistance with member engagement activities and events.
2. Provide assistance to service team members and staking engineers on the radio and telephone.
3. Perform other duties as may be assigned by the MSR Manager and Service Center Supervisor.

1. Rotation, Cross-Training & Flexible Support

1. Rotate to various Members Service areas or other districts to provide assistance and for occasional cross-training opportunities as needed.
2. Ensure work schedule is flexible to meet the needs of the Cooperative.
3. Support the Member Services team outside normal job duties as needed.

1. Promote efficient use of electricity and Cooperative marketing programs and services to members. Prepare marketing information to be mailed, as requested.

1. Emergency Response Responsibilities

1. Assist members by phone or in person, as needed, during outage restoration.
2. Adjust work hours or office location depending on the situation.
3. Use the Outage Management System in emergencies.
4. Perform other duties as assigned in the Cooperative Emergency Response Plan.

Core Competencies and Performance Expectations

In addition to performing the essential duties of the position, employees are expected to demonstrate the following:

1. Decision Making

1. Gather relevant information and exercise sound judgment.
2. Make timely and effective decisions within assigned authority.

1. Interpersonal Skills

1. Maintain professional and respectful working relationships.
2. Support teamwork and collaboration.
3. Contribute to a positive work environment.

1. Attendance and Dependability

1. Maintain regular and reliable attendance.
2. Report to work as scheduled and prepared to perform assigned duties.

1. Work Quality

1. Perform duties accurately and thoroughly.
2. Complete work with minimal errors.
3. Accept responsibility for work results.

1. Professional Conduct

1. Maintain a professional appearance and demeanor consistent with Cooperative standards.

1. Job Effectiveness

1. Demonstrate initiative and self-motivation.
2. Organize and prioritize work effectively.
3. Complete assignments in a timely and efficient manner.

1. Technical Knowledge and Development

1. Maintain current job-related knowledge and skills.
2. Demonstrate initiative in professional growth and development.

1. Communication

1. Demonstrate effective oral and written communication skills.
2. Practice active listening.
3. Follow and support Cooperative policies, procedures, and practices.

1. Safety Awareness

1. Perform duties in accordance with established safety policies and procedures.

Equal Employment Opportunity Statement

South Kentucky RECC is an equal opportunity employer where an applicant’s qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.