Member Relations Agent

Pedernales Electric Cooperative•Austin, TX

1d•$18•Hybrid

About The Position

This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.

Requirements

Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
Knowledge of principles and processes for providing customer service
Skilled in time management
Skilled in prioritizing and managing changing priorities
Ability to effectively explain and base decisions on Cooperative policies and procedures
Ability to work in a team environment
Ability to accurately perform required tasks and meet deadlines
Ability to multi-task
Ability to quickly recognize and analyze irregular events
Ability to anticipate, identify, analyze and resolve conflict and problems
Ability to communicate effectively verbally and in writing
Ability to listen and understand information verbally and in writing
High School Diploma
Associate’s Degree OR Two years of directly related experience OR Directly related experience may substitute for education up to four years
Valid Driver’s License

Responsibilities

Act as the primary point of contact to the Cooperative members
Maintain a high level of courteous member service and professionalism at all times
Communicate, mediate and negotiate with members to resolve issues
Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues
Create, maintain and safeguard complete and accurate records of member transactions regarding billing, service requests, collection activity, capital credit allocations, financial assistance and complaint resolution
Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures
Prioritize and manage multiple member issues at one time
Utilize databases and software applications to verify member identity and analyze customer account information
Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages
Recognize and communicate potential field safety hazards based on information provided by the member
Determine and post applicable fees associated with electric service
Review account balances and payment arrangements to facilitate collection on delinquent accounts
Identify residential and commercial account billing issues and work to correct errors
Determine eligibility and set up payment plans in accordance with Cooperative guidelines
Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management
Embrace new approaches and discover ideas to create a better member experience
Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures
Recognize and report safety and security issues
Participate in industry specify continuing education
Coordinate activities with other departments
Maintain the security of confidential information
Stay abreast of advances in technology
Demonstrate regular and prompt attendance
Performs other related duties as necessary or assigned