Member Services Representative III

Jones-Onslow Electric Membership Corporation•Jacksonville, NC

8d•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.
Ability to use Jones-Onslow computer systems.
Ability to understand and conduct oral and written instructions and know when to request clarification.
Ability to communicate effectively through written and verbal avenues with members, commensurate with the "service excellence" philosophy of the Cooperative.
Ability to communicate with concise, clear, and legible language to members and fellow employees.
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 in person, via email, or phone.
Assist members with service requests and payment postings.
Answer member questions and concerns professionally and courteously.
Process payments and post them to member accounts.
Create service orders, including connect and disconnect orders.
Enter outages and update outage tickets.
Make decisions regarding payment arrangements and cutoff tickets.
Explain billing dates, due dates, and cutoff dates to members.
Understand and explain various payment methods and sources.
Calculate residential and commercial bills, including rates, taxes, and charges.
Set up FlexPay with AR recapture.
Read and understand billing calendars and capital credits.
Explain return check policies, membership agreements, and electrical inspections.
Operate computer terminals, set up printers, and manage email.
Determine the correct service order type for member requests.
Review outage reports and update outage entries.
Understand Service Rules and Regulations.
Understand interdepartmental relationships (billing, communications, marketing, operations, metering, construction, IT, accounting, and engineering).
Understand guarantor contracts, drafts, budget billing, FlexPay setups, online member portal, account notifications, and donation of capital credit forms.
Resolve customer complaints.
Understand documentation for non-residential accounts.
Understand contracts and how to create them.
Understand Online Utility credit scoring parameters for deposit requirements.
Understand the bad debt process.
Understand address changes, billing cycles, and guarantors.
Understand holiday schedules and their impact on billing and collections.
Understand marketing programs, rebates, and load management requirements.
Operate switchboard and function as a cashier.
Assist consumers via telephone, drive-through, face-to-face, or email.
Process mail, member emails, CRC emails, and night drop.
Understand various communication options for members, including mass communications and social media.
Complete Online safety and cyber security training and access safety data sheets.
Understand the seven cooperative principles.