Member Services Representative III

Jones-Onslow Electric Membership Corporation • Jacksonville, NC

3d • Onsite

About The Position

This is the entry level into the company’s Member Services Representative Training Program. Employees at this level initially work under close supervision performing a variety of tasks. This position provides excellent customer service to each member encountered, whether in person, email, or on the phone, and to do this in the most efficient and courteous manner possible. To assist members with service requests and payment postings. To answer thoroughly all questions and concerns and address each member request in a professional and friendly manner. Each task usually fits a training pattern that has been established and explained to the employee. All changes in procedure or exceptions will be explained as they arise. Work is observed and reviewed during actual performance, unless other review elements such as call recording are available. Member Services Representative training duties involved in this level are listed below but are not all-inclusive.

Requirements

• High school diploma or equivalent required.
• The ability to use Jones-Onslow computer systems.
• The ability to understand and conduct oral and written instructions and to know when to request clarification.
• The ability to communicate effectively through written and verbal avenues with members, commensurate with the "service excellence" philosophy of the Cooperative.
• The ability to communicate with concise, clear, and legible language to members and fellow employees.
• The ability to operate computers for extended lengths of time.

Nice To Haves

• Prior customer service experience preferred.
• Problem solving and critical thinking skills preferred.

Responsibilities

• Provide excellent customer service to each member encountered, whether in person, email, or on the phone, in the most efficient and courteous manner possible.
• Assist members with service requests and payment postings.
• Answer thoroughly all questions and concerns and address each member request in a professional and friendly manner.
• Knowledge of computer operations and a variety of software applications utilized for service orders, collections, outages, billing, processing payments, handling customer questions and complaints, and basics of figuring bills.
• Accept and post all valid types of payments to member accounts.
• Create service orders, especially connect and disconnect orders.
• Enter outages and update outage tickets.
• Make sound, logical decisions regarding arrangements and cutoff tickets.
• Explain to members billing dates, due dates, and cutoff dates.
• Understand payments, including billing dates, delinquent mailer dates, cutoff dates; types of payments and payments posting.
• Understand pledge payments from outside sources such as DSS, pay site kiosks locations, the member portal, mobile app, and Pay Where You Shop retailers and how to access the barcodes and accepted payments such as cash, check, and applicable card types.
• Understand the basics of calculating residential and commercial bills, including rates, taxes, basic charges, contract minimums, security lights, subdivision lights, and solar interconnection, and setting up FlexPay with AR recapture.
• Familiarity with reading and billing calendars and capital credits.
• Understand the return check policies, membership agreements, and electrical inspections.
• Working knowledge of the computer terminal, setting up printers and email.
• Understand which service order type is applicable to the member request.
• Understand entering outages, reviewing outage reports, updating outage entries, and call back requests.
• Working knowledge of Service Rules and Regulations.
• General knowledge of intersecting relationships between departments, i.e., billing, communications, marketing, operations, metering, construction, IT, accounting, and engineering.
• Introduction to guarantor contracts, drafts, budget billing, FlexPay’s various set up scenarios, online member portal, account notifications, and donation of capital credit forms.
• Introduction to customer complaints and ability to resolve complaints.
• Familiarity with NSF checks policies.
• Familiarity with documentation necessary for non-residential accounts.
• Understand contracts and how to create those required in Member Services.
• Understand Online Utility credit scoring parameters for deposit requirements.
• Understand steps of bad debt process when transferred to Online Utility Collections.
• Familiarity with electrical inspections policy.
• Understand address changes, billing cycles, and guarantors.
• Familiarity with holiday schedules and impact on billing and collections schedules.
• General knowledge of marketing programs, rebates, and load management requirements.
• Introduction to switchboard and qualified as cashier.
• Assist consumers via the telephone, drive through, face to face in the lobby, or via email.
• Process mail, member emails, CRC emails, and night drop.
• Familiarity with various communications options to members including mass communications and social media outlets.
• Ability to take Online safety and cyber security training classes and to access safety data sheets.
• Familiarity with the seven cooperative principles.

What This Job Offers

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