Member Services Representative

CRAIG-BOTETOURT ELECTRIC COOPERATIVE

POSITION DESCRIPTION

MEMBER SERVICE REPRESENTATIVE

OBJECTIVE:

To ensure that all contacts with members and all other parties the Cooperative interacts with are conducted in a professional, courteous, accurate and timely manner.

REPORTING RELATIONSHIPS:

Reports directly to the Director of Business Services

• Directs: None

• Position is full time and is non-exempt under the Fair Labor Standards Act

JOB RESPONSIBILITIES:

Professional and courteous answering of all telephone calls in a timely manner, patiently handling all member transactions, questions and concerns, to include completing all necessary follow through and system documentation.

• Accurate and timely handling and processing all cash and any other payment types, whether night drop, drop box, inside counter, bank payments or by telephone.

• Balance of daily cash drawer(s) and related accounting reports.

• Prepare daily bank deposit.

• Reconcile E-Check and Credit Card payments received.

• Work with Operations & Engineering department to make sure all work/service orders and necessary calls are completed in an accurate and timely manner.

• Help with delinquent account collections by running reports, making telephone calls, and all other necessary work, which includes being able to communicate with the Operations Department by radio and dealing with all members and co-workers in an appropriate manner.

• Accurate and timely completion of all aspects of billing each month, to include generating all necessary reports before and after billing and reconciling reports to the monthly billing register.

• Must also be able to enter AMR meter readings as needed to complete the monthly billing process.

• Correct/Adjust member account balances to properly account for returned checks and/or electronic payments.

• Calculate and process any other approved member account balance adjustments.

• Compose professional business letters to members, SCC, PSC, Better Business Bureau, etc., as needed, regarding adjustments, or to answer questions members or other agencies may have.

• Accurately and timely assist members with capital credit issues or questions.

• Maintain member filing/record system in good order and in a timely manner.

• Keep informed of and follow cooperative policies, procedures and programs.

• Participate in educational training.

• Ensure night drop is full of envelopes to accommodate member payment drop offs.

• Maintain work area in a neat and organized manner.

• Perform other duties or responsibilities as assigned by the Director of Business Services.

• Assist in preparation for Annual Member’s Meeting, as well as attend and work at that meeting.

• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management deems necessary.

QUALIFICATIONS:

High school graduate or equivalent.

• Effective verbal and written communication skills.

• Calculator, copier, printer, scanner and computer skills, including proficiency in Microsoft Office applications, and experience with other accounting or other software applications.

• Ability to understand and perform basic mathematical computations.

• Ability to accurately enter data in a timely manner into the customer service and capital credit systems.

ADDITIONAL EXPECTATIONS:

Maintain confidentiality of all member and company information.

• Attendance at seminars, conferences, and participation in CBEC job safety and training programs, relevant workshops and other CBEC sponsored courses.

• Must have a valid Virginia Driver License.

• Perform all position responsibilities in accordance with CBEC policies and procedures.

• This position involves primarily inside work and may require occasionally lifting up to 25 pounds unassisted. This position also requires a minimal degree of standing, walking, climbing, balancing, stooping, kneeling, or crouching.

• Ability to perform finger and hand manipulation and perform repetitive motions in order to use a computer keyboard.

• Must be able to work under stress during high volume intervals.

• Must be punctual and conscientious about work hours, exhibiting a strong attendance record.

• Promote teamwork through communication and cooperation. Treat co-workers in a respectful, considerate, and professional manner and consider the opinions and personal needs of others.

• Accept and adapt positively to changes in your position and within the Cooperative. Develop a commitment to accept ongoing change.

• Be a positive influence within and outside the Cooperative.