Member Relations Representative

Ozarks Electric Cooperative • Fayetteville, AR

6d • Onsite

About The Position

Ozarks Electric is a member-owned electric cooperative serving more than 80,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma. The Member Relations Representative assists members and subscribers with utility and OzarksGo services through in-person, phone, email, and chat interactions. The position provides information about services, rates, programs, and policies; maintains member accounts; handles payments and billing inquiries; and responds to basic requests and outage calls. Routine work is performed in an office environment. The position has a 40-hour normal workweek, may involve irregular hours, rotates on and off an on-call schedule, and requires availability for emergency call-outs and occasional after-hours training. Occasional travel for training may be required. Other duties may be assigned to meet emergencies or operational needs.

Requirements

• High school diploma or equivalent.
• Two to five years of experience in customer service or a related field.
• Valid driver's license with no violation 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 people in varied situations.
• Ability to use standard office equipment, including voice and computer terminals, a personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine.
• Availability for emergency call-outs, the rotating on-call schedule, and occasional scheduled after-hours training.

Responsibilities

• Assist members in person, by phone, email, and chat with starting, stopping, and transferring utility services, and help establish OzarksGo and other services.
• Explain residential and commercial utility services, rate structures, special programs, and applicable policies.
• Establish deposits for residential and commercial members according to established guidelines.
• Establish and maintain member accounts and monitor account information for accuracy.
• Perform cashiering tasks, receive and process payments, reconcile the cash drawer daily, and prepare bank deposits.
• Research and respond to member billing inquiries.
• Set up or explain payment arrangements and outside assistance agencies.
• Respond to basic member or subscriber issues and requests, including receiving and processing outage or trouble calls.
• Solicit sales of new or additional services or products.
• Recommend product, service, or billing-method improvements or upgrades to help prevent future issues.
• Advise the supervisor about ways to improve call handling through equipment, training, support materials, computer programs, or procedures.
• Analyze and collect past-due balances according to established procedures.
• Transfer non-routine inquiries promptly to the appropriate department for resolution.
• Perform other duties assigned to fulfill Ozarks' objectives or meet emergencies and other operating needs.

Benefits

• 100% paid medical and dental coverage for the employee and dependents.
• Defined benefit pension plan.
• 401(k) plan with employer match.
• Paid time off.
• Nine paid holidays.
• Disability benefits.
• Life insurance.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED