Job Title: Member Service Representative

Department: Member Services

Reports To: Director of Member Services

FLSA Status: Non-exempt

Safety Sensitive: No

Summary

Assist with service and billing inquiries in a manner which provides a positive experience for the membership and general public for electric and fiber services.

Standards of Excellence

The standards of excellence represent the code of conduct required of every employee to ensure a culture of excellence is maintained throughout the cooperative.

• Supports the organization by having sufficient knowledge of programs and services offered and professionally representing the Cooperative in a positive manner. Contributing to high organizational and team performance through a commitment to excellence.
• Accepts challenges and supports change within the organization. Demonstrates commitment, and overcomes resistance through resourcefulness and creative problem solving.
• Allocates time and attention based on what is most important to achieve key goals and objectives.
• Effectively organizes and balances tasks and priorities to keep multiple duties on track.
• Demonstrates effective skills in obtaining and researching facts and information. Interprets and analyzes information, including instructions and guidelines to make appropriate decisions.
• Selects and uses appropriate communication methods and demonstrates follow through with commitments.
• Observes safety and security procedures and actively demonstrates safe work practices at all times.
• Exhibits integrity and demonstrates ethical behavior in everyday business conduct.

Essential Duties and Responsibilities

• Assist with service and billing inquiries in a manner which provides a Best-In-Class experience for electric and fiber services.
• Participates in the execution of the cooperative’s strategic initiatives.
• Assist members and the public by phone and in person with all issues concerning electric and fiber service, billing, available options, payment acceptance and programs offered by the Cooperative.
• Guide other inquiries to the appropriate department for assistance.
• Accurately apply and enforce the Cooperative’s terms and conditions of service, tariffs, billing, and collection procedures, as well as the rules and regulations of the Oklahoma Corporation Commission.
• Continually maintains working knowledge of all products, services and promotions for electric and fiber services.
• Proficiently operate all software applications while performing assigned duties.
• Effectively listen to make recommendations according to individual needs related to features, upgrades and rate plans and report problem areas to your director.
• Other duties as assigned by management.

Competencies

Adaptability – Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback and changes approach or method to best fit the situation. Exhibits ability to learn and apply new skills.

Continuous Learning – Assesses own strengths and weaknesses, seeks feedback to improve performance, pursues training and development opportunities, strives to continuously build knowledge and skills, shares expertise with others.

Cooperation – Exhibits objectivity and openness to others' views, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to coworkers, works cooperatively in group situations and works actively to resolve conflicts.

Use of Technology – Demonstrates required skills, adapts to new technologies, troubleshoots technological problems, keeps technical skills up to date, uses technology to increase productivity

Dependability — Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments and meets attendance and punctuality guidelines.

Initiative - Volunteers readily, undertakes self development activities, seeks increased responsibilities, looks for and takes advantage of opportunities and asks for help when needed.

Teamwork – Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit and puts success of team above own interests.

Customer Service – Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs and solicits customer feedback to improve service.

Qualifications/Certifications

Education and Experience—A High School graduate or equivalent required. Some college courses, an Associate Degree or two years of customer service experience is preferred. Call center and sales experience is highly desired.

CPR Certifications is required.

Classification

This position is eligible for remote work if approved by Management. All essential duties can be performed remotely.