Member Service Representative I

Umatilla Electric Cooperative•Hermiston, OR

About The Position

SUMMARY The Member Service Representative I upholds internal and external customer service relations, efficiently and accurately processes payments and applications for electrical service, and performs general customer account maintenance. The position effectively communicates with customers in person, telephone, and electronically to create a positive customer-service experience. ESSENTIAL DUTIES AND RESPONSIBILITIES may include other duties as assigned. Front line response to customer inquiries, comments or complaints regarding electric accounts, company policies or procedures and resolves issues in an effective, courteous manner. Processes electric account and miscellaneous accounts receivable payments. Maintains and balances cash drawer and prepares accurate daily deposits. Interprets and processes customer requests to start, stop, and transfer electric service. Maintains customer information database to ensure accurate records. JOB DUTIES may include other duties as assigned. Approves and schedules account payment arrangements. Determines service charges, assesses deposits, makes adjustments to account charges, and applies credits and rebates to accounts. Responds to customer complaints regarding billing or service rendered promptly, escalates to management when appropriate. Provides information to customers on cooperative member benefits. Retains knowledge on programs such as energy audits, energy assistance and conservation rebate programs. Answers incoming phone calls in a prompt and courteous manner, ensuring calls are completed or transferred accurately and efficiently. Determines the needs of customers or visitors to UEC offices and directs them to the proper department or employee for assistance. Interprets and refers service problems (such as low voltage) to the designated department for further investigation. Supports in performing record retention duties such as filing and document imaging. Maintains punctual, regular and predictable attendance. Performs all duties in accordance with applicable company policies and safety guidelines; Reports any safety concerns to Management. Participates in trainings for improvement of job knowledge and skill; maintains and improves technical and computer skills. Continuously learns to utilize tools, programs, and software as technology advances. Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace. Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public. Respectfully takes direction from supervisor.

Requirements

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education : High school diploma or general education degree (GED).
Experience : Two (2) years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Front line response to customer inquiries, comments or complaints regarding electric accounts, company policies or procedures and resolves issues in an effective, courteous manner.
Processes electric account and miscellaneous accounts receivable payments.
Maintains and balances cash drawer and prepares accurate daily deposits.
Interprets and processes customer requests to start, stop, and transfer electric service.
Maintains customer information database to ensure accurate records.
Approves and schedules account payment arrangements.
Determines service charges, assesses deposits, makes adjustments to account charges, and applies credits and rebates to accounts.
Responds to customer complaints regarding billing or service rendered promptly, escalates to management when appropriate.
Provides information to customers on cooperative member benefits.
Retains knowledge on programs such as energy audits, energy assistance and conservation rebate programs.
Answers incoming phone calls in a prompt and courteous manner, ensuring calls are completed or transferred accurately and efficiently.
Determines the needs of customers or visitors to UEC offices and directs them to the proper department or employee for assistance.
Interprets and refers service problems (such as low voltage) to the designated department for further investigation.
Supports in performing record retention duties such as filing and document imaging.
Maintains punctual, regular and predictable attendance.
Performs all duties in accordance with applicable company policies and safety guidelines; Reports any safety concerns to Management.
Participates in trainings for improvement of job knowledge and skill; maintains and improves technical and computer skills.
Continuously learns to utilize tools, programs, and software as technology advances.
Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
Respectfully takes direction from supervisor.