Member Service Specialist (Contact Center)

BERKELEY ELECTRIC COOPERATIVE, INC

POSITION DESCRIPTION

MEMBER SERVICE SPECIALIST

OBJECTIVES

• To become proficient in providing members of Berkeley Electric Cooperative with excellent member service utilizing all of the various contact methods available to members/consumers.

• To become proficient in providing a seamless, consistent, and positive experience for members.

• To become effective in proactively cross-selling and up-selling products and services that are being marketed by the Cooperative.

• Provide appropriate support to marketing and other system activities requiring routine contact with the member/consumer.

• To work diligently through the training process to become proficient at all job

REPORTING RELATIONSHIPS

A. Reports to: Member Services Supervisor

B. Directs:  None

POSITION SPECIFICATIONS

EDUCATION

High school diploma or equivalent required. Courses including general commercial subjects relative to office clerical jobs such as typing, record keeping, math and office machines are preferred.

EXPERIENCE

Two (2) years' experience in customer service field, (face-to-face or telephone/email/chat contact) or other related experience in dealing with the public preferred. Two (2) years' experience in position to acquire requisite skills.

JOB KNOWLEDGE

Should have knowledge of the Cooperative's service rules and regulations, policies, and rates. Must have a basic mastery of effective telephone techniques. Must have the ability to use appropriate grammar and communicate professionally using standard business writing guidelines. Basic typing skills and knowledge of personal computers are required.

ABILITIES & SKILLS

Must be able to communicate with both employees and members effectively. Must have a good telephone presence including a good telephone voice. Must be able to accurately count money by hand and operate a calculator. Must be proficient with Microsoft Office. Must be able to use judgment in making decisions and work without close direction or supervision. Must be able to successfully interact with employees, members, and the public at all times under all conditions while simultaneously upholding the Cooperative's policies. Must understand and accept fully the Cooperative's way of doing business and to be able to interpret guidelines and standards required for the position.

WORKING CONDITIONS

Usual office conditions with some irregular hours due to workload or emergencies may be required. May be required to work at other district offices when help is needed. While performing the duties of this job, the employee occasionally works near moving mechanical parts. The noise level in the work environment is usually moderate but is subject to change.

All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.