Member Relations Representative

Ozarks Electric Cooperative•Fayetteville, AR

4d•Onsite

About The Position

The Member Relations Representative provides customer service to Ozarks Electric members and subscribers in person, by phone, email, and chat. The role assists with utility and OzarksGo services, account setup and maintenance, billing inquiries, payments, deposits, payment arrangements, and outage or trouble calls. It also informs members about services, rates, programs, and policies; helps resolve routine issues; and refers non-routine inquiries to the appropriate department. The representative may recommend additional products or services and suggest improvements to service and call handling. This position is performed in an office environment, with a normal 40-hour workweek. Some irregular hours, scheduled after-hours training, emergency call-outs, and rotation on and off an on-call schedule are required. Occasional travel for training may be required. The role requires use of standard office equipment and involves primarily sitting, with some walking and standing and occasional handling of items weighing less than 10 pounds.

Requirements

High school diploma or equivalent.
Two to five years of experience in customer service or a related field.
Valid driver's license without violations that would prohibit insurability.
Ability to give, receive, and analyze information; prepare written materials; and articulate goals and action plans.
Ability to present information effectively orally and in writing and respond to questions from clients, customers, and the general public.
Ability to prepare paperwork accurately and with attention to detail.
Ability to handle money efficiently and accurately and apply payments or credits to member accounts.
Ability to meet deadlines under pressure and deal tactfully and diplomatically with a variety of people and situations.
Ability to work irregular hours as needed, participate in emergency call-outs and an on-call rotation, and attend occasional scheduled after-hours training.
Ability to perform work that primarily involves sitting at a computer and telephone, with some walking and standing and occasional lifting, carrying, pushing, or pulling of items under 10 pounds.
Visual and audio acuity.

Responsibilities

Assist members in person, by phone, email, and chat with starting, stopping, and transferring utility services.
Determine member needs and help establish OzarksGo and other services provided by Ozarks.
Explain residential and commercial utility services, rate structures, special programs, and applicable policies.
Establish residential and commercial member deposits within established guidelines.
Establish and maintain member accounts and ensure account information is accurate.
Receive and process payments, perform cashiering tasks, reconcile the cash drawer daily, and prepare bank deposits.
Research and respond to member billing inquiries.
Arrange or explain payment arrangements and outside assistance agencies.
Answer basic member or subscriber issues and requests, and receive and process outage or trouble calls.
Solicit sales of new or additional services and products.
Recommend improvements or upgrades to products, services, and billing methods to prevent future issues.
Advise the supervisor about improvements to call handling, equipment, training, support materials, computer programs, and procedures.
Analyze and collect past-due balances according to established procedures.
Promptly transfer non-routine inquiries to the appropriate department.
Perform other assigned duties to meet emergencies, operating needs, and Ozarks' objectives.