Member Service Representative (MSR)

PURPOSE:

To perform analysis, interpretation, and collection of consumer accounts and to effectively communicate the results to consumers for AVECC. To represent the Cooperative in the promotion of Cooperative services and programs to members and employees.

RESPONSIBILITIES:

Within the limits of approved board policies, operating guides and procedures, approved budgets, and specific delegation from the Communications Coordinator, the Member Service Representative assumes the responsibility for the following activities, recognizing the continuing responsibility of this position for developing and maintaining a favorable Cooperative image consistent with the Cooperative Strategic Goals:

As a Member Service Representative:

• Secures, researches, and assembles all pertinent data to process transfers, connects, disconnects, reconnects, and maintains customer files on an ongoing basis to ensure that the customer information is accurate, and billed correctly.
• Assists new members in completing membership applications for service. Responds to questions regarding customer accounts, service transfer, and work status.
• Answer incoming calls in a prompt, courteous and efficient manner ensuring that calls are properly and promptly completed.
• Participate in programs for the improvement of job knowledge and skill.
• Work in the other district offices and cross-train as needed.
• Conduct oneself in such a manner as to contribute a better understanding of the Cooperative when in contact with members or the general public, as well as maintain a harmonious relationship with all Cooperative personnel.
• Discuss billing problems and procedures with the consumer on the telephone and in person.
• Provides assistance to members regarding energy use. Investigates and analyzes high bill complaints. Communicates results to consumers and/or refers for residential or commercial energy audits.
• Perform duties for broadband subsidiary Wave Rural Connect as assigned.
• Performs other duties as assigned.

OTHER SKILLS & ABILITIES:

Skills:

• Must have good oral and written communications skills to address civic and community groups and customers.
• Must have excellent communication skills.
• Must be skilled in presenting consumer service programs.
• Knowledge of the local communities that comprise the AVECC service territory and AVECC policies and procedures and management systems.

Abilities:

• The ability to diagnose problems, identify solutions, and implement new systems, as required.
• Ability to accomplish a variety of projects simultaneously within established deadlines.
• Ability to project a favorable image for the Cooperative.
• Ability to establish and maintain amicable relations with consumers, member systems, associates, and the public.
• Must have a current valid Arkansas driver's license.

WORKING CONDITIONS:

Normal working hours will be scheduled Monday through Friday, between the limits of 8:00 a.m. and 5:00 p.m. Some overtime may be required.

This position may require some outdoor work but mostly indoor working conditions.

EDUCATION AND/OR EXPERIENCE:

This job requires reading, writing, mathematics, and typing; therefore, a high school diploma or the equivalent is required with experience in customer service preferred.