Member Relations Representative - Bilingual Spanish

Ozarks Electric Cooperative•Springdale, AR

4d•Onsite

About The Position

Ozarks Electric, a member-owned electric cooperative serving over 80,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma, is seeking a qualified bilingual Spanish individual for its Member Relations Representative position. The company, headquartered in Fayetteville, Arkansas with offices in Springdale, Arkansas, Stilwell and Westville Oklahoma, was incorporated in 1938. This role involves assisting members with various utility services, account management, billing inquiries, and sales of new services, while maintaining positive external relationships.

Requirements

Bilingual Spanish
High school diploma or equivalent
Two to five years of experience in customer service or related field
Valid driver's license without violation, which would prohibit insurability
Ability to give, receive and analyze information, prepare written materials, and articulate goals and action plans.
Ability to effectively present information, orally and written, and respond to questions from clients, customers, and general public.
Ability to prepare paperwork with a high degree of accuracy and attention to details.
Efficient and accurate handling of money and applying money or credit to members' accounts.
Ability to meet deadlines under pressure.
Ability to deal with a variety of people in varying situations with tact and diplomacy.
Must be available for call-out during emergency situations.
Must be available for occasional scheduled after-hours training.
Sitting to complete work with a computer and telephone.
Some walking and standing are also required.
Occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds.
Visual and audio acuity is essential to this position.

Responsibilities

Assist members in person, over the phone, by email, and via chat with various activities such as starting, stopping, and transferring utility services; determine member needs and assist with establishing OzarksGo services as well as any other services provided.
Provide customer service and properly inform members of residential and commercial utility services, rate structures, special programs, and applicable policies.
Establish deposits for residential and commercial members within established guidelines.
Establish and maintain member accounts; monitor and ensure accuracy of account information.
Perform cashiering tasks as required; receive and process payments; reconcile cash drawer daily and prepare bank deposits.
Research and respond to member billing inquiries.
Set up/inform members of various payment arrangements and outside assistance agencies.
Assist members by answering basic issues or requests; receive and process outage calls.
Solicit sale of new or additional services or products.
Recommend improvements/upgrades in products, service, billing method, etc. to prevent future issues.
Advises supervisor of ways to better handle member calls through improvements to equipment, training, support materials, computer programs, and procedures.
Resolves basic member and/or subscriber's issues or requests.
Receives and processes trouble or outage calls.
Accurately analyzes and collects any past due balance from the member and/or subscriber's in accordance with established procedures.
Ensures inquiries other than those that are routine are promptly transferred to appropriate department for resolution.
Perform any other duties assigned by the designated supervisor to meet emergencies or other operating needs.