Primary responsibilities include serving as the initial contact for members/subscribers by telephone or in person. Demonstrates effective skills in obtaining and researching facts and information. Interprets and analyzes information, including instructions and guidelines, to make appropriate decisions. Makes every effort to serve all contacts courteously and efficiently, respond to a variety of questions, initiate service work requests, handle a variety of account transactions, resolve complaints and, if unable to do so, refer them to the proper personnel, and strives to do all possible to develop member/subscriber support. Keeps appropriate personnel informed of all activities and advises of unusual situations or problems that arise. Cooperates with all employees in maintaining good working relationships and high morale and exchanges ideas, information, and job experiences. Keeps informed and complies with all TVEPA / TVIS policies, procedures, and rules. Participates in Job Safety and Training and complies with all safety rules and regulations. Exercises reasonable care in the use and security of all company assets.

DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all duties and responsibilities of personnel so classified.

Primary Functions

· Serve as the initial contact for members, subscribers, and the public, always providing friendly, helpful, and professional services. Assist the individual, when possible, with changes to the member/subscriber information in the Consumer Accounting Systems. This may include but is not limited to assistance in changing addresses, names, telephone numbers, pay arrangements, providing credit letters or consumption history, adding authorized parties to the account, setting up auto-pay or levelized billing in appropriate situations, and research payments, charges, or other account questions. All changes will be sufficiently documented and noted within the Consumer Accounting System.

· Assist with a variety of questions and needs, to include, but not limited to, initiating and processing service orders for transfers, service connects / disconnects, disconnects for non-payment, outdoor lighting requests, internet/telephone questions and requests, and system or member-related maintenance and repairs; thoroughly inform new members of policies and procedures; resolve billing questions such as current balance, usage history, or high bill complaints; and provide other information as requested.

· Educate and assist regarding energy assistance programs (LIHEAP), energy service programs (EScore, New Homes), and information technology programs (Smart App, Alerts/Reminders, Web, text services).

· Receive and accurately process payments from various sources, such as payments in the lobby/drive-thru, mail remittances, EFT/ACH remittances, credit card and e-check remittances, outside collection center remittances, kiosk payments, drop box remittances.

· Maintains filing system for payments, correspondence, and adjustments. Ensure documents are appropriately filed and retained according to retention schedules.

· Makes all effort to resolve issues as completely, effectively, and efficiently as possible or forward to appropriate personnel for resolution.

· Provides emergency storm support during large outages by receiving outage calls, entering outage information into appropriate systems, and noting important information reported by the member that could aid in the prompt restoration of service.

· Effectively organizes and balances tasks and priorities to keep multiple duties on track.

· Communicates and acts professionally when greeting members, subscribers, suppliers, officials, and the general public with business relationships to make them feel welcome.

· Selects and uses appropriate communication methods and follows through with commitments.

· Accepts challenges and supports change within the organization. Demonstrates commitment and overcomes resistance through resourcefulness and creative problem-solving.

· Promotes and maintains a positive safety culture while adhering to all applicable policies outlined in the Safety Manual.

· This position description is not intended to be all-inclusive. An employee will also perform other reasonably related job responsibilities as assigned by the immediate supervisor as required.

RELATIONSHIPS

· Internal:

a) Supervisor: Two-way communication with immediate supervisor to report information and receive instruction and development.

b) Other Employees: Provides and acquires information and assistance necessary to assure the achievement of department and cooperative goals.

· External:

a) Members / Subscribers: Responds to inquiries, provides advice and assistance, and promotes policies, programs, and services to develop understanding and support for the organization.

b) General Public and Community: Maintains good relationships in all contacts with the public and community. Presents a friendly, positive, and professional image for the organization.

JOB QUALIFICATIONS

• Education: High School Diploma or GED; Associate Degree in business, office technologies, accounting, or similar discipline recommended.

· Experience: Minimum of Five (5) years of customer service/cashier work experience with public contact; must be relevant to the organization's business (bank teller, water, gas, telephone, cable, insurance, etc.).

· Knowledge: Attention to detail and excellent English grammar and foreign language (recommended); computer applications such as Microsoft Office products – Outlook, Word, Excel, and PowerPoint.

• Abilities/Skills: Obtain working knowledge of billing, collection policies and procedures, Service Rules and Regulations, and computer applications within a reasonable time; effectively communicate Rules and Regulations and policies and procedures to member-owners and the public; able to multi-task effectively to perform the job responsibilities.
• Self-Management: Regulates impact of own emotions upon others, remains focused and energized under stress, accepts criticism, and recovers quickly from setbacks, projects realistic self confidence in abilities.
• Equipment (including PPE/Safety): Computer, telephone, calculator / adding machine, copier, facsimile, and other standard office equipment.
• Physical Demands: Work activities are performed at a counter, drive-thru window, computer terminal, and desk; 80% of the time, sitting and the remainder standing, and walking require bending and reaching.
• Work Environment: Climate-controlled office environment. Some travel may be required within and outside of the service territory. Overtime and adjusted work schedule as needed.

· Testing: Must pass any required substance screening, medical examination, and background

checks.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

People with a criminal record are encouraged to apply

Ability to Relocate:

• Batesville, MS 38606: Relocate before starting work (Required)

Work Location: In person