Member Relations Specialist

4 weeks ago

Henderson, Texas, United States Pedernales Electric Full time
Job Summary

This position is responsible for providing exceptional customer service to our members, ensuring their needs are met and their concerns are addressed in a timely and professional manner.

Key Responsibilities
  • Act as the primary point of contact for members, responding to their inquiries and resolving issues in a courteous and professional manner.
  • Maintain a high level of knowledge about Cooperative services and functions, using a library of talking points and job aids to address member questions and concerns.
  • Create, maintain, and safeguard accurate records of member transactions, including billing, service requests, collection activity, and capital credit allocations.
  • Collect and post payments, reconcile daily cash drawer, and prepare deposits in accordance with internal cash management procedures.
  • Prioritize and manage multiple member issues simultaneously, utilizing databases and software applications to verify member identity and analyze customer account information.
  • Recognize and communicate potential field safety hazards based on information provided by members.
  • Determine and post applicable fees associated with electric service, review account balances, and payment arrangements to facilitate collection on delinquent accounts.
  • Identify residential and commercial account billing issues and work to correct errors, determine eligibility, and set up payment plans in accordance with Cooperative guidelines.
  • Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management.
  • Embrace new approaches and discover ideas to create a better member experience, staying informed of Cooperative rate structures, tariffs, business rules, bylaws, policies, and procedures.
  • Recognize and report safety and security issues, participate in industry-specific continuing education, and coordinate activities with other departments.
  • Maintain the security of confidential information, stay abreast of advances in technology, and demonstrate regular and prompt attendance.
Requirements
  • High School Diploma or equivalent.
  • Associate's Degree or two years of directly related experience, or directly related experience may substitute for education up to four years.
  • Valid Driver's License.
Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The employee may be required to stand, reach with hands and arms, stoop, and kneel. The employee may be required to sit or stand for long periods of time. The employee may be required to lift, carry, push, pull, or move up to 25 pounds. The employee may be required to travel. The employee may be required to work after hours call out.

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