Member Services Representative

Lumbee River EMC•Pembroke, NC

22h

About The Position

The Member Services Representative works in a high performing, team environment committed to providing customer-focused services in accordance with LREMC standards and its subsidiary. Must implement policies and procedures with the goal of meeting member needs and supporting the business objectives of LREMC and its subsidiary.

Requirements

High School Diploma High school diploma or equivalent Required or
1-3 years' Experience in clerical field with public contact duties Required
Must have the aptitude to logically and objectively evaluate obstructions and impediments to plans and programs, make rational independent decisions, and develop reasonable solutions to problems
Must possess the ability to clearly and concisely communicate in exchanging information with position’s supervisor, employees, members, and the general public in the Cooperative service area
Must have the ability to perform mathematical computations to account for collections, balance accounting records, make change, identify and adjust accounts that are improperly credited, and perform other related activities
Must possess the ability to operate keyboards, typewriters, and other office equipment to perform data input, computer operations, manual typing, and related activities
Valid Driver's License Upon Hire Required
Notary Public Required

Nice To Haves

Associate's degree Business Administration or related field Preferred or
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job

Responsibilities

Pleasantly greet members in person or on the phone.
Determine member’s needs and effectively communicate with members concerning accounts, including request for service, high bill complaints, payment arrangements and service agreements.
Promotes and explains services offered, rates, policies, procedures, and benefits to which a member is entitled for Lumbee River EMC and its’ subsidiary.
Maintains in-depth knowledge of Lumbee River EMC and its’ subsidiary company’s products and services to include pricing and coverage areas.
Quote security deposits for services and inform members of different options available to reduce or waive deposits Assist members with various payment programs including enrollment, removal and revisions for Lumbee River EMC and its’ subsidiary company.
Receives and credits customer payments, including payments received through North Carolina’s DOE and other local agencies and processes daily balancing reports.
Scans checks for on-site deposits retrieves change from bank as needed. Reconcile lockbox discrepancies as necessary.
Maintain member accounts accurately and efficiently. Obtain and enter member information into customer information system. Discuss members questions concerning services, procedures and policies for LREMC and its’ subsidiary.
Maintains favorable relations with irate and upset consumers, empathizing with individuals, and exhibiting a tolerant and helpful attitude.
Process new memberships and accounts, account closures, audit new accounts for previous bad debt and verifies previous membership; obtains landlord and owner information as needed.
Prepares disconnect and /or reconnect service requests, and charges applicable fees. Coordinates Credit related actions due to service disconnects; maintains member changes in name, address, etc.
Keeps track of transactions and notes any discrepancies; monitor office Kiosk to ensure continuous operations for LREMC and its subsidiary.
Safeguard assets into vault throughout the day; create a manual drop as needed; reconcile end of month coin totals; create and processes daily balancing reports to reconcile cash drawer daily.
Educate members relating to power usage/consumption, billing amount, rates. Assist and identify options to reduce, manage and conserve power.
Creates a variety of journal entries for billing adjustments. Utilize various software to determine payment activity and submit for reversal/refund. Manually transfers Uncollectible/ Account Receivable balances.
Reconcile lock-box discrepancies as necessary for LREMC and its subsidiary.
Analyze billing alternatives such as budget billing and prepaid billing. Discuss nonsufficient fund checks, credit card fraud and stop auto pay as requested.
Utilize various software to determine payment activity and submit for reversal/refund.
Assist members with questions and cost estimates regarding the new construction process for LREMC and its subsidiary.
Use existing tools; Catalyst, iVue Connect, CIS to determine service availability for residential and commercial development. Obtain information to process forms for workflow requirements. Schedule new service installations for LREMC and its subsidiary.