Call Center Representative

South Kentucky RECC•Somerset, KY

7h•Onsite

About The Position

Position will provide multi-faceted customer service support to include creating, coordinating, and processing service orders, responding to information requests and payment assistance to and on behalf of members both on the phone and occasionally in person.

Requirements

Requires High School diploma or equivalent with a minimum of 3 years customer service experience; or Associate Degree in related field with 1-2 years of customer service experience.
Requires the ability to work accurately with numbers and possess average or above math skills.
Requires ability to navigate specialized member database, call system, and outage management software.
Requires working knowledge of general office procedures and must be proficient with use of computers and other office equipment.
Requires excellent interpersonal, verbal, and written communication, organization, and planning skills.
Requires proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
Requires the ability to satisfactorily pass a drug screen; and obtain and maintain a valid driver's license.

Nice To Haves

Prefer experience in electric cooperative or utility industry.
Prefer proficiency in both English and Spanish.

Responsibilities

Provides members with excellent customer service.
Responds to all information requests and complaints courteously.
Shows empathy and controls tone when speaking to members.
Provides appropriate support to marketing and other cooperative initiatives primarily via telephone .
Promotes a good image of the Cooperative to the public both at and away from work.
Position has the potential to rotate to the Service Center, Somerset Cashier, or District Office to provide assistance and for occasional cross training opportunities.
Ensures work schedule is flexible to meet the needs of the Cooperative.
Willing to support the Member Services team outside normal job duties as needed.
Responsible for ensuring database accuracy.
Follow established guidelines when creating or updating accounts.
Correct errors on accounts when found to increase database integrity.
High attention to detail when creating service orders or making account adjustments.
Responsible for answering and processing member telephone requests while focusing on first call resolution.
Provide members with information on rates, service rules/regulations, and policies to increase member understanding and acceptance of the Cooperative's programs.
Receives and processes e-check payments from members over the telephone.
Creates payment arrangements with members within established cooperative policy.
Creates service orders over the phone with members: These include new service, new connect, disconnect, reconnect and maintenance requests.
Acts as a liaison between contractors and the Engineering Team as needed.
Assists members by offering and completing applications for levelized billing, bank drafts, and all other service programs.
Maintains familiarity with all products and services and promotes same to membership.
Assists member in filing for payment of estate capital credit refunds.
Directs member to agencies that may help them in making payment on bills through assistance programs.
Discusses billing or payment questions with members.
Assists member in understanding of electric usage.
Is authorized to make adjustments to member bills where appropriate to correct reading or other billing errors.
Investigates any discrepancies in accounts and seeks to satisfy member while adhering to established cooperative policies.
Receives inquiries, occasionally irate, from members by telephone who have been disconnected for non-payment.
Arranges for payment of accounts within cooperative policies.
Completes customer credit history reports and mails to member when requested.
Promotes efficient use of electricity and Cooperative marketing programs and services to member.
Prepares marketing information to be mailed, as requested.
Complete other non-phone related duties.
Processes online membership applications and respective paperwork necessary for installation of service.
Responsible to provide backup for Dispatch in emergencies.
Provide assistance with member engagement activities and events.
Performs all other duties as may be assigned by MSR Manager & Call Center Supervisor.
Emergency response coverage as needed.
Assist members via phone, as needed during an outage restoration.
Ability to adjust work hours or office location depending on situation.
Use the Outage Management System in emergencies.
Perform other duties as assigned in the Cooperative Emergency Response Plan.