MEMBER SERVICE REPRESENTATIVE

Bluebonnet Electric Cooperative Inc•Bastrop, TX

just now

About The Position

Bluebonnet is one of the largest electric cooperatives in the state. Since 1939, we've been committed to providing safe, reliable and affordable power to our neighbors in 14 Central Texas counties. Today, we're among the most progressive, technologically advanced utility companies in the country. Position Title: Member Services Representative Department: Member Services Reports to: Member Services Supervisor Supervision Received: Direct Supervision Supervision Exercised: None FLSA Status: Non Exempt Essential Duties and Responsibilities: Member Services is not just a department but a job expectation. Act as a resource with the members, researching information, and resolving member service issues and recommend options to assist the members in accordance with Bluebonnet established procedures. Assist members with information regarding Bluebonnet services and member accounts using NISC and other software applications in order to provide accurate and timely resolution to member inquiries. Identify and address causes of why members need to contact Member Services and work directly with the Member Service Supervisor to resolve the member inquiry and increase first contact resolution. Efficiently handle large volumes of all payment types while providing timely, accurate and friendly member service and following all internal controls. Under supervision, prepare and complete reports of moderate complexity in a timely manner. Make an excellent first impression with members, whether on the phone or in person. Greet members in a professional manner, engaging them to identify and address their needs. Provide follow up as needed on member inquiries to ensure satisfactory resolution that meets all Member Service and organizational expectations in a timely manner. Obtain or provide information concerning departmental functions and procedures. Reply to all online, verbal and written correspondence in a professional and timely manner. Ensure all reporting, project commitments and other responsibilities are completed and communicated in a timely manner. Travel to various Bluebonnet offices and the Call Center to assist in all aspects of the Member Service duties. Assist with the call center queue and retail as required. Ensure all safety procedures and rules are followed. Demonstrate and act in accordance with Bluebonnet's Foundation Values. Must be able to appropriately handle confidential information and act within the practices established by the Bluebonnet Red Flag policy.

Requirements

High school diploma or equivalent.
Two year degree preferred.
One plus years of prior experience in a high traffic, customer oriented business is preferred.
Utility industry experience preferred.
Valid Texas driver's license.
Certification in CPR, First Aid, AED and Blood-borne pathogens preferred.
Notary Public certification preferred.
Must be dependable and prompt at all times.
Must possess excellent member service experience and skills, with a real desire to serve our members in a positive manner.
Must possess basic math skills--addition, subtraction, percentages.
Ability to work a varied and fluctuating schedule (e.g. shift work, on-call duty, extended hours, weekends, holidays, overtime) as required.
Must possess excellent interpersonal skills related to the communication and interaction with employees and members by both phone and in person that result in effective working relationships with peers and members by phone, written communication and in person.
Must possess the ability to organize, plan and prioritize multiple responsibilities with minimal supervision.
Must possess excellent keyboarding, writing and grammar skills for correspondence to the members.
Must have the ability to successfully balance and complete numerous tasks and job functions simultaneously and with frequent interruptions.
Bilingual (Spanish) preferred.
Must have the ability to use basic office equipment.
Prior knowledge of MSOffice Products Word and Excel is preferred.
Ability to communicate effectively and in a positive manner; focused on improvement or problem resolution in a constructive, positive, and professional manner.

Nice To Haves

Two year degree preferred.
One plus years of prior experience in a high traffic, customer oriented business is preferred.
Utility industry experience preferred.
Certification in CPR, First Aid, AED and Blood-borne pathogens preferred.
Notary Public certification preferred.
Bilingual (Spanish) preferred.
Prior knowledge of MSOffice Products Word and Excel is preferred.

Responsibilities

Act as a resource with the members, researching information, and resolving member service issues and recommend options to assist the members in accordance with Bluebonnet established procedures.
Assist members with information regarding Bluebonnet services and member accounts using NISC and other software applications in order to provide accurate and timely resolution to member inquiries.
Identify and address causes of why members need to contact Member Services and work directly with the Member Service Supervisor to resolve the member inquiry and increase first contact resolution.
Efficiently handle large volumes of all payment types while providing timely, accurate and friendly member service and following all internal controls.
Under supervision, prepare and complete reports of moderate complexity in a timely manner.
Make an excellent first impression with members, whether on the phone or in person. Greet members in a professional manner, engaging them to identify and address their needs.
Provide follow up as needed on member inquiries to ensure satisfactory resolution that meets all Member Service and organizational expectations in a timely manner.
Obtain or provide information concerning departmental functions and procedures.
Reply to all online, verbal and written correspondence in a professional and timely manner.
Ensure all reporting, project commitments and other responsibilities are completed and communicated in a timely manner.
Travel to various Bluebonnet offices and the Call Center to assist in all aspects of the Member Service duties.
Assist with the call center queue and retail as required.
Ensure all safety procedures and rules are followed.
Demonstrate and act in accordance with Bluebonnet's Foundation Values.
Must be able to appropriately handle confidential information and act within the practices established by the Bluebonnet Red Flag policy.