Bilingual Member Service Representative

Objective

To achieve the highest degree of member satisfaction in the District office, through efficient performance of responsibilities, all contacts with members effectively utilizing bilingual skills as needed in English/Spanish and through teamwork with other employees.

II. Reporting Relationships

A. Reports to District Manager

B. Directs none.

III. Essential Functions

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

B. Complete assigned tasks according to the established schedule

C. Respond to member requests in a courteous and timely manner

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

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

F. Accurately process documentation with the records system

G. Create Contact Tracking Records/Service orders in a comprehensible manner

H. 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

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

J. Stay informed of FECC policies, procedures, and programs

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

IV. Other Functions

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

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

C. 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

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

B. 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

BILINGUAL 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

Bilingual in English/Spanish is required. 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 in English/Spanish 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.