Job Classification: Nonexempt, Full-time
Reporting Relationship: Member Relations Supervisor
The Member Services Representative is responsible for providing courteous member/consumer services through the collection of bills, routing of calls and the receipt of service orders, outages and other member/consumer information. The Member Services Representative presents a positive image of the Cooperative and display a friendly, caring attitude.
Answers telephone and responds to routine inquiries by following the Front Office Procedure guide detailing the proper handling of all calls received.
Responsible for ensuring the Cooperative telephones are properly attended at all times.
Answers telephone during outages and coordinates information by taking messages and relaying emergency information to the Line Department and Assistant General Manager and/or appropriate department managers.
Processes payments for electric bills, deposits, and accounts receivable bills by receiving over the counter, drive up window, mail in receipts, and night drop deposits.
Processes new member accounts and closes existing member accounts using the NISC service order system.
Performs front office duties which may include, but are not limited to, balancing counter drawers, capital credit letters, and UA collection reporting.
Assists the Member Relations Supervisor with monthly board reports.
Receives office visitors and properly refers them to appropriate personnel.
Dispatches information by radio as required for the Electric Line Department.
Types letters and reports as required and directed by the Member Relations Supervisor.
Prepares monthly reports as required.
Files consumer and financial correspondences, reports and other data as directed by the Member Relations Supervisor.
Prepares letter of credit, nonsufficient funds, and meter access letters.
Completes address changes from the post office or directs changes to appropriate personnel.
Scans all paperwork for members' accounts into computer for permanent storage.
Suggests processes, procedures and forms which can improve efficiency of member accounting area. Develops personal computer applications to automate available processes and procedures to improve effectiveness of area.
Assists the Member Services Department in processing and mailing monthly bills for consumers.
Assists the Member Services Department in processing member accounts to be disconnected in accordance with Cooperative Rules and Regulations.
Changes member rate category, as appropriate.
Adjusts members' bills for corrections and errors, as necessary.
Delivers mail to the post office when necessary.
Attends safety meetings, workshops and seminars.
Obtains directions and assignments from assigned Supervisor and cooperates with him/her in performing the tasks assigned.
Performs additional duties as assigned by Management.
High School Diploma or equivalent is required.
One (1) year related experience and/or training is required.
Knowledge and experience working with standard office equipment including computers (10-key and keyboard), copiers, printers and scanners.
Ability to acquire knowledge of Cooperative's service rules and regulations and collections policies and practices, within a reasonable time frame.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to effectively communicate, present information and respond to questions, both verbal and written.
Ability to analyze data or information by identifying the underlying principles, reasons, or facts of information and using logic to address work-related issues and problems.
Ability to organize, multi-task, plan and set priorities with minimal supervision.
Ability to encourage and build mutual trust, respect and cooperation amongst team members.
Ability to exercise good judgment with a strong attention to detail.
Ability to handle confidential information with integrity.
Strong interpersonal communication skills and the ability to establish and maintain effective working relationships across all levels of the Cooperative.
Demonstrate poise, tact, and diplomacy in daily interaction with Cooperative members and staff.
Ability to sit for extended periods of time.
Ability to lift up to thirty (30) pounds.
Extended periods of computer, telephone, and e-mail use.
Professional and deadline-oriented environment in an office setting.
Interaction with staff and members.
Must be able to report to their primary worksite after regular business hours, as soon as possible, in the event of an emergency situation such as electrical outages, inclement weather, etc.
FreeState is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Freestate Electric Cooperative