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Member Relations Representative

2 months ago

Fayetteville, United States Ozarks Electric Cooperative Full time
Job DescriptionJob Description

Ozarks Electric Cooperative Corporation (OECC) is an electrical distribution cooperative headquartered in Fayetteville, Arkansas. OECC was incorporated in 1938 and, since then, has grown to serve the electrical needs of approximately 71,000 members throughout Northwest Arkansas and a portion of Northeast Oklahoma. OECC offers a competitive salary and generous benefits. Please visit www.ozarksecc.com for more information.

OECC is seeking a qualified bilingual spanish individual for its Member Relations Representative position.


POSITION SUMMARY:

This Position directly interacts with members to resolve basic customer issues, answer questions about service, and efficiently process request such as disconnections, meter changes and service changes.

RESPONSIBILITIES:

  • Answers incoming phone calls in call groups as designated.
  • Receives and issues requests for disconnections, meter exchanges or changes in electric service.
  • Processes applications for new service.
  • Mails member packets and related information.
  • Resolves basic member issues, answers questions about service, and processes appropriate member requests pertaining to their electric service or accounts.
  • Properly creates and processes service orders.
  • Receives and processes trouble or outage calls.
  • Properly informs consumers about rates, all special programs, and applicable policies.
  • Informs customers of various Cooperative payment plans or outside assistance programs as they may apply to the member's needs; enrolls members in appropriate Cooperative plans.
  • Makes payment arrangements and establishes deposits for residential and non-residential members within established guidelines.
  • Solicits sale of new or additional services and/or products.
  • Uses information obtained through telephone contact with members to advise supervisor of trends in member concerns, suggestions, and possible new services and/or product offerings.
  • Advises supervisor of ways to better handle member calls through improvements to equipment, training, support materials, computer programs, and procedures.
  • Processes night and day drop payments and payments mailed to local post office. Balances cash drawer.
  • Accurately analyzes and collects any arrears due to the Cooperative in accordance with established procedures.
  • Ensures inquiries other than those that are routine are promptly transferred to appropriate department for resolution.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to satisfactorily perfom the above listed essential functions. The requirements listed below are representative of the knowledge, skill, and ability required.

  • EDUCATION AND EXPERIENCE

    Requires high school diploma or equivalent and two to five years of experience in customer service or related field.

  • EQUIPMENT OPERATED

    Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine.

  • ABILITIES AND SKILLS

    Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires ability to effectively present information, orally and written, and respond to questions from clients, customers and general public. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires efficient and accurate handling of money and applying money or credit to members' accounts. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.

  • WORKING CONDITIONS

    This position is performed in an office environment. Normal workweek is 40 hours but must be available for call-out during emergency situations. Must be available for occasional scheduled after-hours training.


    Ozarks Electric Cooperative Corporation is an EOE/AA/W/M/VETERAN/Disability employer



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