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Member Service Representative - Perryville, United States - First Electric Cooperative Corporation
2 weeks ago
Description
Objective
To achieve the highest degree of member satisfaction in the District office, through efficient performance of responsibilities, all contacts with members and through teamwork with other employees.
A. Reports to District Manager
B. Directs none.
III. Essential Functions
Process all cash transactions at the front counter and drive through window in compliance with FECC cash policy
Complete assigned tasks according to the established schedule
Respond to member requests in a courteous and timely manner
Respond to member requests and complaints with the goal of resolving such concerns tactfully and within FECC guidelines
Identify member's needs, clarify information, research every issue and provide solutions and/or alternatives
Accurately process documentation with the records system
Create Contact Tracking Records/Service orders in a comprehensible manner
Ability to accurately assess a situation and determine if an adjustment to an account is needed and, when needed, direct adjustment to Senior Member Service Representative or District Manager
Gain a working knowledge of the Arkansas Public Service Commission Rules of Practice and Procedures
Stay informed of FECC policies, procedures, and programs
Keep Senior MSR and/or District Manger informed of work performed and utilize downtime to train on required tasks
IV. Other Functions
Recommends improvements that can be made in practices, methods and procedures
Keeps informed of the cooperative's services, policies and procedures
Assists with other duties as necessary or assigned
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.
The Member Service Representative shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative.
District Manager:
Request advice and provide assistance as required. Seek necessary approvals and keep informed of policies and procedures
Senior Member Services Representative:
Request and provide assistance as required
C
Dispatching Personnel:
Exchange accurate information to insure prompt, efficient service to the Cooperative members
D
Marketing Department:
Provide information to representatives when assistance is needed concerning a member related problem
VI. External Relationships
Membership:
Courteously respond to member inquiries and if unable to do so, direct them to the appropriate personnel.
Make every effort to gain member's understanding and acceptance of the Cooperative's plans, programs and policies, available services and other information as required.
VII. Wage and Salary Information
This position is an hourly rated non-exempt position under the Wage and Hour Law and overtime compensation must be paid.
POSITION SPECIFICATIONS
MEMBER SERVICE REPRESENTATIVE
Education
High School Diploma or equivalent
Experience
One year's experience working with the public is preferred. Experience in basic office procedures is required. Accepting and dispensing cash and a general understanding of internal controls of cash is desirable.
Job Knowledge
Basic knowledge of office procedures and equipment such as ten-key, copier and fax is required. Must have a working knowledge of the Cooperative's principles, structure and operations and a general knowledge of FECC guidelines.
Skills
Good communication skills are essential. The ability to effectively communicate with members is required. Must be able to work with other personnel to coordinate the Cooperative's service to members. General navigation in Microsoft Excel, Word and Outlook preferred. Prefer the ability to plan and organize workload efficiently, as well as work on several projects simultaneously.
Abilities
Must possess the ability to communicate effectively with members regarding service requests, billing complaints and inquiries. Must be able to work with other personnel to coordinate the Cooperative's service to members. Good communications skills, both written and oral, are essential.
Working Conditions
Normal office conditions with some irregular hours and overtime required.
