Member Care Representative I

Snapping Shoals Electric Membership Corporation

2d•Onsite

About The Position

The Member Care Representative is a dynamic position that supports our co-op members. The position deals directly with developing member account relationships and processing account inquiries in a fast-paced call center environment. A successful candidate for this role should have a solid commitment to providing a professional and positive customer service experience, along with strong problem-solving and conflict resolution skills. The ability to maintain a high level of accuracy while handling a high volume of inquiries is essential. If you have the required skills and enjoy serving others, this would be an excellent opportunity for you.

Requirements

Maintain a positive, empathetic and professional attitude at all times
Demonstrate excellent telephone etiquette skills
Demonstrate exceptional verbal communication skills
Ability to write professional emails and letters
Punctuality and consistent work attendance are expected
Ability to work overtime and flexible shifts
Ability to work in a fast-paced environment
Excellent computer skills with reasonable speed and accuracy
Experience with Microsoft Office programs required
Ability to work in a team environment and independently
Strong problem-solving and critical thinking skills
Ability to multitask while maintaining accuracy and attention to detail
Ability to remain composed and professional in high-pressure or escalated customer interactions
Demonstrate strong ownership of assigned tasks
Ability to be receptive to constructive feedback
High School Diploma or general education degree (GED)
Minimum of 2 years related experience or training

Nice To Haves

Electric utility experience
Call Center background
Bilingual skills are a plus

Responsibilities

Process service orders, forms, applications and requests
Create and maintain member account information as appropriate
Acknowledge and resolve member-related concerns
Maintain confidentiality of member information and documentation
Receive incoming calls and assign them to the appropriate departments
Promptly respond to member inquiries with solutions
Communicate efficiently with members through multiple channels
Establish a professional member relationship and ensure a positive member experience
Document all member interactions clearly and accurately in internal systems
Navigate multiple systems simultaneously to research and resolve member inquiries
Other duties may be assigned as needed