Member Service Representative

2 weeks ago

Perryville, United States First Electric Cooperative Corporation Full time

. Objective

To achieve the highest degree of member satisfaction in the District office, through efficient performance of responsibilities, all contacts with members and through teamwork with other employees.

II. Reporting Relationships

A. Reports to District Manager

B. Directs none.

III. Essential Functions

Process all cash transactions at the front counter and drive through window in compliance with FECC cash policy

Complete assigned tasks according to the established schedule

Respond to member requests in a courteous and timely manner

Respond to member requests and complaints with the goal of resolving such concerns tactfully and within FECC guidelines

Identify member's needs, clarify information, research every issue and provide solutions and/or alternatives

Accurately process documentation with the records system

Create Contact Tracking Records/Service orders in a comprehensible manner

Ability to accurately assess a situation and determine if an adjustment to an account is needed and, when needed, direct adjustment to Senior Member Service Representative or District Manager

Gain a working knowledge of the Arkansas Public Service Commission Rules of Practice and Procedures

Stay informed of FECC policies, procedures, and programs

Keep Senior MSR and/or District Manger informed of work performed and utilize downtime to train on required tasks

IV. Other Functions

Recommends improvements that can be made in practices, methods and procedures

Keeps informed of the cooperative's services, policies and procedures

Assists with other duties as necessary or assigned

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Member Service Representative shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative.

V. Internal Relationships

District Manager: Request advice and provide assistance as required. Seek necessary approvals and keep informed of policies and procedures

Senior Member Services Representative: Request and provide assistance as required

C. Dispatching Personnel: Exchange accurate information to insure prompt, efficient service to the Cooperative members

D. Marketing Department: Provide information to representatives when assistance is needed concerning a member related problem

VI. External Relationships

Membership: Courteously respond to member inquiries and if unable to do so, direct them to the appropriate personnel. Make every effort to gain member's understanding and acceptance of the Cooperative's plans, programs and policies, available services and other information as required.

VII. Wage and Salary Information

This position is an hourly rated non-exempt position under the Wage and Hour Law and overtime compensation must be paid.

POSITION SPECIFICATIONS

MEMBER SERVICE REPRESENTATIVE

Education

High School Diploma or equivalent

Experience

One year's experience working with the public is preferred. Experience in basic office procedures is required. Accepting and dispensing cash and a general understanding of internal controls of cash is desirable.

Job Knowledge

Basic knowledge of office procedures and equipment such as ten-key, copier and fax is required. Must have a working knowledge of the Cooperative's principles, structure and operations and a general knowledge of FECC guidelines.

Skills

Good communication skills are essential. The ability to effectively communicate with members is required. Must be able to work with other personnel to coordinate the Cooperative's service to members. General navigation in Microsoft Excel, Word and Outlook preferred. Prefer the ability to plan and organize workload efficiently, as well as work on several projects simultaneously.

Abilities

Must possess the ability to communicate effectively with members regarding service requests, billing complaints and inquiries. Must be able to work with other personnel to coordinate the Cooperative's service to members. Good communications skills, both written and oral, are essential.

Working Conditions

Normal office conditions with some irregular hours and overtime required.

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