Customer Service Representative I - Marathon

Customer Service Representative I is responsible for providing a positive customer experience and maintaining excellent customer service standards as outlined in the Cooperative training program.

• Ensure that the front office is open and ready for business promptly at 8:00 am each morning. Answer telephone in a courteous manner and properly direct and assist members with information that is needed regarding service and associated service requests. Retrieve and process online applications and requests for service. Properly process new service, changes in service, trouble calls, and tree trims requested from members.
• Distribute information; keep members informed on policy, regulations, rules, rates, bylaws, and energy conservation to answer member inquiries. Support, coach, and troubleshoot member issues within Smarthub Web, Mobile, and IVR interfaces. Be aware of interdepartmental responsibilities to be able to guide consumer inquiries to the appropriate department.
• Provide and initiate applications for new services on both existing facilities and where construction is required. Assist electricians/contractors with plans for review by engineering.
• Receive, account for, and make records of all cash and check collections and transactions received from consumers in payment for services and purchases, post cash, checks, stubs, and produce audit reports.
• Count money and compare amounts with cash and check receipts and prepare deposit. Prep Deposit for bank pickup (Marathon office only).
• Be aware of and able to advise consumers of the various services and informational tools available online at fkec.com.
• Collect any unpaid balances from bad debt accounts.
• Create various miscellaneous service orders such as security light maintenance, address changes, meter locations, and disconnects for bad checks.
• Assist with training of new consumer account representatives.
• Work non-payment collection sheets.
• Provide office services to Cooperative personnel which will enable them to provide efficient services to members.
• Assist with training of new consumer account representatives.
• Maintain desk and surrounding area in a clean and orderly manner. Maintain proper use and care of office equipment and report any equipment working improperly or in need of repair. Lock the safe and front door at the end of each shift.
• Understand and personally perform all duties in accordance with applicable safety and Cooperative policy manuals, as well as report to Supervisor hazardous conditions and needed maintenance in the office.
• 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.
• Lock safe and front door at closing.
• Perform other related or assigned duties as requested.

The above responsibilities are a guide and are not all-inclusive for the essential responsibilities of the position.

Qualifications:

Education:

• High school diploma or equivalent required

Experience:

• One (1) year general experience in an office environment plus one-year progressive experience as a cashier in a utility.

Additional Requirements:

• Must have a valid Florida Driver's License.
• Must have skills to use a calculator, computer, printer, telephone, copy machine and a 2-way radio.
• Should possess the knowledge in the use of various Microsoft office products, specifically Word, Excel and Outlook.
• Must use cybersecurity best practices and use responsible conduct in online environments and while using email.
• Observe and practice all safety policies and rules.
• Extra hours may be necessary during emergencies or when the workload demands.
• Residency requirement: Worker for this position is not required to live within the FKEC service territory, but it is highly recommended.

Working Conditions:

Worker is subject to inside environmental conditions and requires light lifting capabilities. Worker is subject to approximately five to six hours of repetitive motion in the wrists, hands, and/or fingers for data entry. Worker needs to have the ability to remain seated for several hours of the day. Worker must be able read, write, stand, crouch, reach, grasp and have the ability to receive and give detailed information through oral and written communication.

All applicants are subject to passing a background check and a pre-employment drug screen.