Member Services Representative - Tasley, United States - A & N Electric Cooperative

Description

Provides comprehensive phone support for Cooperative during business hours, supporting a variety of needs of the membership while ensuring all communications align with the desired tone.

• Provide maximum service to the membership by rendering prompt, professional, accurate, efficient, and courteous service that will increase satisfaction and promote good will between the Cooperative and its members.
• Maintain a working knowledge of all areas concerned with member accounts, including the current bylaws, Terms and Conditions, rates, company policies, operating procedures of the Cooperative, etc.
• Work as a team member within the workgroup to achieve the goals, objectives, and work plan of the department and represent Member Services' viewpoint as required on teams.

• Reports to: Member Services Supervisor
• Directs: None

• Responsible for processing, updating, researching, and maintaining owner/complex information, member account information, member correspondence, online form submissions, and making reminder calls to overdue accounts, as needed.
• Accurately process member medical necessities, unclaimed capital credits, capital credit estate retirements, and the cooperative's collection of bad debt. In addition to full knowledge and understanding of each, submitting accurate and concise reports/documents, tracking/reporting, and continuous process improvement are expected.
• Support Engineering and Operations Departments, to include advising members, investigating, and collecting required information for new service/repairs and outages. Internally, support is provided through technical knowledge on iVUE Service to include training and education on products, services, and member benefits. A thorough understanding of interdepartmental processes is necessary to provide members with accurate information. Appointment scheduling with members and contractors is needed, gathering detailed information relative to the reason for the appointment.
• Monitor and troubleshoot individual electric services through the knowledge and proficient use of Landis & Gyr Command Center.
• Utilize independent judgment to evaluate actions necessary to address members' service and billing issues, reporting abnormal situations to the appropriate personnel.
• Respond to and analyze emergency situations.
• Provide member support by identifying problems, researching solutions, and guiding members through steps of resolution.
• Overall responsibility for resolving member inquiries including but not limited to, billing and meter reading, adjustments, consumption and usage, tax exemption, energy conservation, credit and collections, assistance programs, MHM, EFT, payment arrangements, medical emergencies, capital credits, and budget billing. Directs calls to the proper extension if not within the position's realm of responsibility.
• May be assigned the responsibility of mentoring (buddy system) new member service representatives to ensure the position responsibilities are effectively carried out and understood.
• Give direction and guidance to members, internal and external, ensuring resolution and thorough understanding of all A&N programs, products, and services. Directs members to the proper personnel when additional information is needed.
• Collaborate with Marketing staff for the development of various internal informational materials and market appropriate programs, products, and services of the Cooperative to members. Assist with creating engaging internal and external communication materials, campaigns, and resources.
• Assist with various survey projects.
• Administer the maintenance of member programs, products, and services, such as Coop Connections, GenerLink, and SurgeAssist, to include marketing, trend analysis, and continued product development for all.
• Process requests from current and prospective members who are attempting to establish or terminate electric service with A&N Electric Cooperative. Advise those members on procedures, charges, and rates associated with receiving electric service. Process associated service orders. Followup with associated duties.
• Establish new member account records by obtaining and inputting all information required by the Cooperative into iVUE Service. Crossreference the new member information with membership records in iVUE Service to prevent duplication of records. Crossreferences the new member information with the uncollectable account records in iVUE Service to collect or transfer amounts owing to the new account and charge the member a deposit when necessary.
• Calculate member deposits based on credit history and unpaid balances. Inform members by telephone and/or writ