Member Service Representative 1 - Moore Haven

SUMMARY

The Member Service Representative 1 is an hourly, non-bargaining unit, administrative position that provides prompt, efficient and reliable work by being the primary point of contact for members, gathering all necessary information to connect and disconnect services, processing payments, keeping updated files and compiling information to provide accurate financial and accounting data reference records. He/She will also keep the Member Service Manager informed concerning departmental work in progress, programs, and activities that that they may determine adequacy effectiveness and conformity to established policies, objectives and budgets. The Member Service Representative 1 reports to the Member Service Manager and he/she has no direct reports.

DUTIES & RESPONSIBILITIES

• Performs all assigned tasks professionally.
• Presents a positive and professional image.
• Learns as many different aspects of GEC’s business as possible.
• Ensures excellent customer service at all levels.
• Must be reliable, with high integrity and a strong work ethic.
• Must be able to meet deadlines as required.
• Performs personally, the following:
  • Payment processing, telephone operations, initiates service order process and all other member service programs including but not limited to Operation Round Up, SmartHub, payment assistance, outdoor lights, and surge protectors
  • Keep up-to-date on rates, service rules, regulations, policies, procedures and other general requirements
  • Ensure all members receive prompt, efficient, courteous and consistent service
  • Handle complaints by telephone, web, and personal contact
  • Make every effort to help members increase their understanding and acceptance of GEC’s plans, programs, procedures and policies
  • Create accurate and very detailed service order notes
  • Handle a variety of service orders, return service orders for billing
  • Process membership applications to obtain complete account holder information to ensure accurate creation of new accounts and service request
  • DNP audit, calls, contact tracking closing
  • Member contact updates, notifications, and contact trackings
  • In-office auto draft setup
  • Rough estimate tracking and follow-up
  • Review credit checks on new members to determine deposit
  • Lock out notifications, billing of appropriate no access fees, tracking, and follow-up
  • No Access for Metering (Policy 404) notifications, billing of appropriate fees, tracking, and follow up
  • Address return updates from Pioneer
  • Membership Hold accounts, tracking and follow-up
  • NSF tracking and follow-up
  • Mail collection letters and maintain records
  • Maintains records for Continuous Service accounts
  • Attaching Declined Auto Draft and Additional Deposit letters to member’s vault and mailing letters
  • PowerPay! account tracking to ensure account has been set up properly before billing
  • Assist with account updates, tracking, follow-up, and closure of Member Reported Damage Claims
  • Provide proof-of-service letters for members
  • Balance cash drawer daily and prepare bank deposit
  • Handle trouble mail and return mail, retrieving bad debts, return checks and bank drafts
  • Send out credit reference letters for members
  • Back-up other district offices
  • Maintain up to date member contact information, make changes to their information, re-mail return mail and prepare collection reports
  • Log and mail final bills and refund checks for deposit
  • Assist field personnel when they contact Member Services
  • Prepare weekly timesheets for manager’s approval
  • Attend community functions, as assigned
• After-hour on call or standby as needed per our Emergency and Disaster Plan.
• Positively promote GEC programs such as: Surge Protection, Outdoor Lighting, etc.
• Maintain an attitude of respect for other persons and property, which will reflect well on the Cooperative.
• Responsible for the safety of oneself and that of others, by knowing his/her job and giving it his/her complete attention.
• Remain knowledgeable and familiar with GEC’s safety manual, policies, procedures and all OSHA rules and regulations.
• Participate in all safety programs.
• Perform other tasks as assigned.

QUALIFICATIONS & SKILLS

By virtue of education, experience, knowledge, ability, skill or personal attributes, applicants for this position should meet the following specifications:

• Education: High school diploma or GED.
• Experience: Customer service experience preferred.
• Knowledge: Must know how to use all office machines, computers and equipment; possess knowledge of basic business practices and knowledge of Microsoft Office programs.
• Skills: Must have excellent communication skills
• Attitude: Must represent the Company in a positive, professional manner and have high ethical standards; must display courteous and respectful attitude toward members and fellow employees.
• Decision making: This position requires critical thinking skills to problem solve and make decisions based upon a variety of factors and scenarios.

• Must have a valid Florida driver’s license and be certified or be able to become certified in First Aid and CPR.
• Work load may vary, deadline driven.

PHYSICAL REQUIREMENTS OF THE JOB

On a frequent basis: lifting, pushing, pulling up to 15 pounds, bending at the waist, gripping tools and objects, stretching or reaching, kneeling, standing, sittings, walking, crouching, twisting (rotating body while in a sitting position), twisting (rotating body while in a standing position), grasping or gripping (to grasp with thumb in opposition to fingers or palm), driving automobile equipment and working alone. Extensive keying on a normal basis.

**This information indicates the general nature and level of work performed by employees in this position. It is not designed to contain a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. This description supersedes any previous descriptions. Management has the right to add or change the duties/responsibilities for this role at any time. **

*It is the responsibility of all employees, regardless of department or position, to report to management, situations that may compromise safety, quality and regulatory compliance. *