Member Service Representative I

Umatilla Electric Cooperative•Hermiston, OR

About The Position

The Member Service Representative I supports internal and external customer service relations by efficiently and accurately processing payments and applications for electrical service and maintaining customer accounts. The role communicates with customers in person, by telephone, and electronically to provide a positive customer-service experience. The position also supports record retention, follows company policies and safety guidelines, participates in training, and works collaboratively with colleagues and members of the public.

Requirements

High school diploma or 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.
Ability to communicate with customers in person, by telephone, and electronically.
Ability to maintain and improve technical and computer skills.

Responsibilities

Respond to customer inquiries, comments, and complaints about electric accounts, company policies, and procedures, and resolve issues courteously and effectively.
Process electric account and miscellaneous accounts receivable payments.
Maintain and balance the cash drawer and prepare accurate daily deposits.
Process customer requests to start, stop, and transfer electric service.
Maintain accurate customer information in the database.
Approve and schedule account payment arrangements.
Determine service charges, assess deposits, adjust account charges, and apply credits and rebates.
Respond promptly to billing or service complaints and escalate issues to management when appropriate.
Provide information to customers about cooperative member benefits and programs such as energy audits, energy assistance, and conservation rebates.
Answer incoming calls promptly and courteously, completing or transferring calls accurately and efficiently.
Determine visitors’ needs 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, including filing and document imaging.
Maintain punctual, regular, and predictable attendance.
Perform duties in accordance with 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, contribute to a cooperative workplace, represent UEC positively, and maintain harmonious relations with members and the public.
Respectfully take direction from the supervisor.