Member Service Representative

Position Objective/Summary

This position is responsible for assisting member-consumers with natural gas, propane and electric service. Provides general customer service duties and ensures all member-consumers are dealt with in a courteous and professional manner. Promotes the Cooperative’s Mission, Vision and Value statements by providing service excellence.

Nature and Scope of Position (Essential Duties and Responsibilities):

• Support and incorporate the Cooperative’s Mission, Vision and Values in professional behavior and decisions.
• Comply with all Cooperative policies, procedures, goals and objectives and meet attendance and punctuality guidelines.
• Understand, observe and enforce cooperative safety and security procedures and report potentially unsafe conditions to department supervisor and/or safety department personnel.
• Punctual and conscientious about work hours and is available for overtime when requested. Consistently maintains a professional manner and business appearance in accordance with company standards.
• Assist members with the initial process of setting up new construction accounts for electric, natural gas and propane.
• Assist member-consumers with natural gas, propane and electric service including questions, complaints, new accounts, transfers, terminations, collections, payments and/or payment arrangements in person or by telephone in an efficient and pleasant manner.
• Greet Cooperative members and the general public in a friendly and courteous manner and direct them to the proper person/department when applicable.
• Responsible for incoming and outgoing mail to headquarters and distributes appropriately. Meters outgoing mail for postal delivery.
• Assist, explain and direct members to various assistance programs, i.e. HEAP, LEADS, and Job and Family Services, when appropriate.
• Performs other related work in addition to other duties as may be assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skills and/or abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience and Education: High school diploma or equivalent is required. Requires ability to read, write and use basic math and grammar. Previous experience working with the general public and in a call center is preferred.
• Certificates, Licenses and Training: Must possess a valid driver's license and have the ability to attend meetings and/or training seminars when requested.
• Language and Interpersonal Skills: Ability to read, analyze and interpret data to department members as well as existing and prospective members/consumers. Ability to maintain a professional demeanor when talking with all members including irate members. Must possess excellent telephone and communication skills and be able to consistency provide the highest of quality customer service to existing and prospective members/consumers.
• Other Skills and Abilities: Performs well under stress, when confronted with emergency, critical, or unusual situations. Must be able to consistently meet or exceed departmental goals and objectives. Must be computer literate; Microsoft office knowledge-basic software package; general typing; operate a 10-key calculator; teamwork; detail orientation; organizational skills; verbal and written communication skills.

Physical Demands and Work Environment: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing this job an individual is in an inside office environment, where temperatures and noise levels are controlled. No know hazards exist in this position.
• An individual in this position must be able to work unscheduled overtime on occasion and attend training sessions after hours or on non-business days. There are no unusual physical demands required of this job.
• This position is subject to pre-employment physical and substance abuse testing and is subject to random testing in accordance with the Cooperative’s substance abuse policy.