Customer Service Representative

at Clay County Electric Cooperative in Pocahontas, Arkansas, United States

Job Description

CLAY COUNTY ELECTRIC COOPERATIVE CORP

MEMBER SERVICE REPRESENTATIVE
A. POSITION SUMMARY

This position is responsible for providing prompt, accurate support to our members regarding membership, utility services and available equipment options. Duties include creating and maintaining member information profiles, establishing and updating the member database, ensuring accurate billing a member for all services rendered. This role plays a key supporting the sale and delivery of electric energy to our members. Additionally, this position coordinates organizational communications.

B. MAJOR RESPONSIBILITIES

1. Handles incoming calls, creates service orders, provides information on membership, equipment, rates, and payment plans, explains consumer policies and procedure, and routes calls to the appropriate personnel.

2. A person responsible for the coordination of communications to all personnel via use of the telephone and radio communications system.

3. Receives bill payments, balances cash drawer, prepares receipts for miscellaneous payments, prepares bank receipts and makes daily bank deposits.

4. Prepares member correspondence and information including the following: Accurately prepares form letters and other correspondence. Processes timely mailing of member requested information. Conducts appropriate research of requested information on member accounts, including billing analyses. Verifies name and address changes; corrects all computer files, as necessary. Performs other data entry functions related to rate information.

5. Takes outage response calls from servicemen, completing trouble reports and posts to computer system. Establishes initial setup file for all meters. Maintains various files for reporting data that is mandated by various agencies.

6. Dispatches service calls and outage reports and provides information to service personnel. Maintains radio log. Reports emergency calls to proper health and safety officials.

7. Maintains archive of records by accurately scanning documents to the appropriate location.

The above 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 an exhaustive list of all responsibilities.

This position shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative.

C. EXTERNAL RELATIONSHIPS

Members and General Public: Responds to telephone calls and requests.

D. POSITION REQUIREMENTS

Job Knowledge, Training and Experience: Requires a high school diploma or equivalent with 6 months of general office experience. Experience in record keeping, dispatching and dealing with the public is necessary.

Equipment Operated: Position utilizes computer and office equipment.

Abilities and Skills: Must be able to maintain the integrity and accuracy of records. Must be able to deal with a variety of people in varying situations with tact and diplomacy.

Physical Effort: Must be able to perform all activities listed in the job description with or without reasonable accommodation.

Working Conditions: Work is normally performed during office hours and in a normal office environment but overtime may be required to respond to organizational needs.

D. REPORTING RELATIONSHIPS

Reports to the Manager of Administration