Customer Correspondence Specialist 1

Position Summary

The Customer Correspondence Specialist 1 provides excellent service to our Members and Customers by responding to e-mails and live chats received via CoServ.com. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in a comprehensible fashion that is empathetic, courteous, and professional. The Customer Correspondence Specialist 1 reports to the Customer Care Supervisor and holds primary responsibility for responding to residential e-mail and live chat inquiries received via CoServ.com.

Primary Position Responsibilities

• Researches and responds to e-mail and live chat inquiries received via CoServ.com
• Processes all credit reference letters by determining if information is sufficient to waive the electric and gas deposits
• Processes all death certificates and updates accounts accordingly
• Reviews and works all tasks assigned by Customer Care Specialists
• Responds to all emails addressed to namechange@coserv.com
• Processes all name changes requested by Members / Customers upon receipt of required legal documents validating name change
• Processes letter requests and handles fulfillment for both Customer Care Specialists and Members
• Works reconciliation report to correct Member numbers and identify possible name changes
• Processes automatic bank draft authorization forms for commercial Members / Customers
• Handles capital credit inquiries and may assist with educating staff on the capital credit process
• Handles inbound calls based on contact center needs and during assigned monthly rotation.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Client Services.

Secondary Position Responsibilities

• Completes various writing / communications tasks as assigned
• Attends CoServ University training sessions
• Attends other departmental meetings as required
• Completes computer-based safety courses as necessary
• Performs other duties and activities as directed.

Supervisory Responsibilities

• None

Position Requirements

Experience, Education and Certifications Required

• High School Diploma or G.E.D equivalency.
• Two years of experience in a contact center environment.

Experience, Education and Certifications Preferred

• College degree in business or similar discipline
• Experience in communicating with regulatory agencies
• Experience with electric cooperatives or other utility
• One year of leadership experience 

Skills and Abilities Required 

• Basic typing and 10-key skills
• Ability to work in an office environment
• Knowledge of basic mathematics
• Excellent human relations and communications skills (written and oral)
• Ability to work independently with minimum supervision
• Ability to work in a team environment
• Good judgement and problem-solving skills
• Ability to use standard office / business equipment
• Ability to observe all safety rules and regulations
• Advanced proficiency in Microsoft Word and Excel
• Ability to correspond electronically in a professional and thoughtful manner

Skills and Abilities Preferred

• Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
• Proficiency in Zendesk application

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Ability to sit for long periods of time.
• Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

• Ability to work extended and flexible hours as needed and directed