Member Service Representative I

Umatilla Electric Cooperative•Hermiston, OR

About The Position

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 communicates with customers in person, by telephone, and electronically to create a positive customer-service experience. The role handles inquiries and complaints about electric accounts, company policies, and procedures; processes payments and service requests; maintains customer records; and supports related account, record-retention, and office functions. The representative performs duties in accordance with company policies and safety guidelines, participates in training, develops technical and computer skills, collaborates with colleagues, and follows direction from a supervisor. The role remains open until filled and may close early based on applicant interest.

Requirements

High school diploma or general education degree (GED).
Two years of related experience and/or training, or an equivalent combination of education and experience.
Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of the employee or others.
Ability to perform each essential duty satisfactorily; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Responsibilities

Respond to customer inquiries, comments, and complaints concerning electric accounts, company policies, and procedures, resolving issues courteously and effectively.
Process electric-account and miscellaneous accounts-receivable payments; maintain and balance the cash drawer and prepare accurate daily deposits.
Interpret and process customer requests to start, stop, or transfer electric service.
Maintain the customer information database and ensure records are accurate.
Approve and schedule account payment arrangements.
Determine service charges, assess deposits, adjust account charges, and apply credits and rebates to accounts.
Respond promptly to complaints about billing or service and escalate matters to management when appropriate.
Provide information about cooperative member benefits and retain knowledge of programs such as energy audits, energy assistance, and conservation rebates.
Answer incoming calls courteously and ensure they are completed or transferred accurately and efficiently.
Determine the needs of customers and visitors to UEC offices and direct them to the appropriate department or employee.
Interpret and refer service problems, such as low voltage, to the designated department for investigation.
Support record-retention duties, including filing and document imaging.
Maintain punctual, regular, and predictable attendance.
Follow applicable company policies and safety guidelines and report safety concerns to management.
Participate in training, maintain and improve technical and computer skills, and learn to use tools, programs, and software as technology advances.
Collaborate with colleagues and contribute to cooperative workplace relations and positive interactions with members and the general public.
Respectfully take direction from the supervisor.