Member Services Representative (Pulaski County)

South Kentucky RECC•Somerset, KY

4d•Onsite

About The Position

The Member Services Representative provides multifaceted customer service support by creating, coordinating, and processing service orders; responding to information requests; providing payment assistance to and on behalf of members; and assisting members in person, by telephone, and online in a fast, efficient, and friendly manner. The role supports members with billing, pre-pay electric, high-bill complaints, payment arrangements, capital credits, member service programs, and energy assistance questions. It also processes payments, maintains accurate member accounts, and uses cooperative systems to support service connections, disconnections, and outage response. The position works primarily in a general office environment, with limited business travel and limited outside environmental exposure. The normal schedule is 40 hours per week. Overtime may be required during deadlines, heavy workloads, outage restoration, severe weather, and other emergencies. Work schedules and reporting locations may be adjusted to meet operational needs. The employee may rotate among service workstations, Members Service areas, or districts and may assist with occasional cross-training.

Requirements

High school diploma or equivalent and at least three years of customer service experience, or an associate degree in a related field and one to two years of customer service experience.
Ability to work accurately with numbers and possess average or above-average math skills.
Ability to navigate specialized member database, call system, and outage management software.
Working knowledge of general office procedures and proficiency with computers and other office equipment.
Excellent interpersonal, verbal, and written communication, organizational, and planning skills.
Proficiency in Microsoft Word, Excel, and Outlook.
Ability to satisfactorily pass required drug screening and obtain and maintain a valid driver’s license.
Ability to perform the essential functions with or without reasonable accommodation, including extended sitting; keyboarding, data entry, filing, and payment processing; effective speaking and hearing; reading and interpreting business records and computer screens; and occasional standing, walking, reaching, bending, and lifting or carrying office materials and supplies.
Maintain regular and reliable attendance, perform duties accurately and thoroughly, communicate effectively, follow Cooperative policies and safety procedures, and work professionally with members, coworkers, and external contacts.

Nice To Haves

Electric cooperative or utility industry experience.
Proficiency in both English and Spanish.

Responsibilities

Provide member service at assigned workstations, including the lobby, telephone, drive-thru, and other service stations, rotating as operational needs require.
Respond courteously to information requests and complaints, show empathy, and maintain an appropriate tone when speaking with members.
Greet and assist members with questions about billing, pre-pay electric, high-bill complaints, payment arrangements, capital credits, member service programs, and government energy assistance programs.
Follow policies and procedures to provide standardized service across member rate classes and maintain associated data.
Accept cash, credit card, and e-check payments in person, and e-check payments by phone, while protecting members’ financial information.
Create and update accounts according to established guidelines, correct account errors, and maintain accurate account and service-order information.
Create, coordinate, and process New Connect, Disconnect, Staking, and miscellaneous service orders.
Use the Automated Meter Infrastructure system to read meters and connect or disconnect accounts.
Use pre-bill edit reports to help ensure proper billing.
Collect and post payments to the proper accounts, monitor cash drawer change, and balance the drawer with 100 percent accuracy of daily receipts.
Learn new processes and software changes quickly and provide feedback when issues are found.
Assist with member engagement activities and events, and support service team members and staking engineers by radio and telephone.
Rotate among Member Services areas or districts to provide assistance and participate in occasional cross-training as needed.
Maintain a flexible work schedule and support the Member Services team outside normal duties as needed.
Promote electricity efficiency and Cooperative marketing programs and services, and prepare marketing information for mailing as requested.
Assist members by phone or in person during outage restoration, adjust work hours or office location as needed, use the Outage Management System in emergencies, and perform duties assigned in the Cooperative Emergency Response Plan.
Promote the Cooperative’s public image and provide appropriate support to marketing and other Cooperative initiatives.
Perform other duties assigned by the MSR Manager and Service Center Supervisor.