Associate, Member Contact Center

NRECA•Lincoln, NE

4d•Hybrid

About The Position

The Member Contact Center Associate works in a fast-paced inbound call center in Lincoln, Nebraska, supporting employees and benefits administrators of NRECA’s electric cooperative membership. The associate answers questions about group benefits, retirement accounts, related programs, and events, and resolves inquiries with care, professionalism, and accuracy. The role calls for a strong commitment to service excellence and understanding each caller’s needs. The work schedule is Monday through Friday, 10:15 a.m. to 7:00 p.m. The position is eligible for NRECA’s hybrid schedule, which allows employees to work from home up to two days per week. NRECA is a national trade association representing more than 900 consumer-owned electric cooperatives. Its Insurance & Financial Services department develops and administers employee benefit plans and services. NRECA describes its workplace as mission-driven and emphasizes diversity, integrity, belonging, communication, creative problem-solving, collaboration, and accountability.

Requirements

High school diploma or GED.
At least twelve months of telephone customer service experience, preferably in an inbound call center.
Experience using call-tracking software with a high level of detail.
Knowledge of group insurance and pension plan administration.
Knowledge of basic information security concepts.
Ability to comfortably navigate multiple computer applications throughout the day.
Excellent telephone customer service skills.
Proficiency with Microsoft Office applications.
Ability to report to the office when required.
Effective communication in person, by phone, and via email.

Nice To Haves

Associate degree in a business-related field.
Telephone customer service experience in an inbound call center.

Responsibilities

Answer inbound calls from employees and benefits administrators of NRECA’s electric cooperative membership.
Respond to questions about group benefits, retirement accounts, related programs, and events.
Understand callers’ needs and resolve inquiries with care, professionalism, and accuracy.
Use call-tracking software and navigate multiple computer applications while providing customer service.