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Customer Service Associate

2 months ago

Jonesboro, Arkansas, United States Craighead Electric Cooperative Full time
Position Overview

The Member Service Representative serves as the primary contact for our members and the general public. This position is dedicated to delivering outstanding member service by offering professional, courteous, and knowledgeable responses regarding services, payments, and resolving member issues.

Key Responsibilities

Member Support
  • Address member inquiries through phone, email, or in-person regarding billing, services, and account management.
  • Resolve member issues related to billing, services, and account management.
  • Provide information on rates, billing procedures, payment options, and energy-saving initiatives.
  • Process and manage payments efficiently.
Account Administration
  • Handle member requests for new accounts and payment arrangements.
  • Maintain accurate and current records related to member information.
  • Investigate and resolve billing inquiries, discrepancies, and disputes.
Administrative and Technical Duties
  • Utilize software and technology to perform daily tasks and access information effectively.
  • Generate reports and complete necessary documentation.
  • Ensure the confidentiality and security of member information.
Additional Responsibilities
  • Educate members about energy-saving programs, cooperative initiatives, and safety protocols.
  • Stay informed about relevant industry changes and regulations to provide accurate information to members.
  • Suggest enhancements to practices, methods, processes, and procedures within the scope of this role.
  • Maintain and care for all tools and equipment used in the role.
  • Perform other duties as assigned or directed.
Qualifications
  • High school diploma or equivalent required.
Preferred Experience
  • Two (2) years of experience in customer/member service or a related field.
  • Two (2) years of experience in a utility environment.
  • Familiarity with billing systems, meter reading processes, and electricity-related terminology.
Skills and Abilities
  • Understanding of the electric utility industry.
  • Knowledge of billing systems and meter reading processes relevant to the electric utility sector.
  • Proficiency in using computers, copiers, calculators, and Microsoft Office applications (Excel, Word, PowerPoint).
  • Strong verbal and written communication skills.
  • Excellent time management, organizational skills, and attention to detail.
  • Analytical and critical thinking skills for problem-solving and decision-making.
  • Ability to prioritize multiple, time-sensitive tasks and meet deadlines.
  • Capability to handle confidential information with discretion.
  • Ability to work independently and collaboratively within a team.
  • Professional and courteous demeanor.
  • Effective communication skills with internal and external stakeholders.
  • Ability to understand and adhere to company policies, procedures, and safety regulations.
Special Requirements
  • May be subject to on-call duties.
Working Conditions

The role requires the ability to remain stationary for extended periods and frequently move within the office environment. Continuous operation of a computer and other office equipment is necessary, along with regular communication with others. Occasional lifting of objects up to 20 pounds may be required. Work is primarily conducted indoors.

Job Description Acknowledgment

Employees must be able to competently perform the essential functions of the Member Service Representative role, following a training period not exceeding six (6) months. Personal characteristics such as integrity, good habits, and regular attendance are essential for being a productive team member. A friendly disposition and the ability to connect with diverse personalities are important. Reliability and dependability are crucial for fostering a positive work environment with colleagues.

This job description is not exhaustive; employees may also perform other related responsibilities as assigned by their supervisor or management as needed. The organization reserves the right to modify job duties as necessary.