Bilingual Contact Center Representative (Part-time)

JACKSON ELECTRIC MEMBERSHIP CORPORATION POSITION

DESCRIPTION BILINGUAL CONTACT CENTER REPRESENTATIVE POSITION

OBJECTIVES: To provide exceptional customer service by receiving incoming customer service calls. Assisting members by answering all questions related to the administration of primary customer service requests including, but not limited to, the following: application for service, customer bill inquiry, payment extension agreement, service requests, rate options, internet service requests, all payments related to electric service, and other ancillary services in order to meet the service objectives of the department and the company. To answer all customer inquiries in a timely, courteous, and professional manner with the goal of one call resolution; and consistently work and communicate in a team oriented environment in accordance with the Cooperative’s mission, vision, and values.

MINIMUM JOB SPECIFICATIONS: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

EDUCATION: Require High school diploma or equivalent. Prefer specialized training including the fundamental principles of accounting and their application to consumer.

EXPERIENCE: Require a minimum of one (1) year of responsible and comprehensive experience in general office work focusing on customer service in a financial, banking or equivalent industry experience in utility, call center or service-type organization.

KNOWLEDGE: Require a working knowledge of principles related to basics of consumer accounting methods, determining priorities of work, meeting schedules, as well as knowledge of controls as it applies to preparation of electric service bills, posting, reconcilement, preparation and interpretation of reports. Require utilizing the application of data processing methods; and providing information for use in answering inquiries on accounts. Require the ability to be fluent in both English and Spanish. Must be willing to pursue a continuous program of self development both inside and outside of work hours in furthering his/her knowledge to develop in the job and accept increasing responsibilities.

SKILLS: Require the ability to interpret oral and written instructions and analyze procedural problems in tracing sources of error. Require the ability to communicate and participate in a team oriented environment. Require the ability to prepare corrected bills and reconcile errors in meter readings, credits, and rates. Require the ability to discuss rates and rate options. Require the ability to confer with other units, sections, or departments to reconcile differences and maintain work flow. Require the ability to meet schedules and provide effective consumer accounting service. Require the ability to maintain effective and courteous business contacts. Require the ability to reason and make sound judgments and decisions within approved procedures and precedents.

WORKING RELATIONSHIPS AND CONDITIONS:

Reports to: Contact Center Supervisor

Directs: None

Internal: Actively participates within the Cooperative team environment to develop supportive relationships essential to the success of the functions of this position, achieving the results expected and encouraging throughout the organization the concepts of teamwork and cooperative spirit.

External: Develops and maintains supportive relationships with member/consumers, the general public, and other external contacts to assure positive results. This position is primarily sedentary work; requires visual acuity in machine operation with inspection; requires ability to hear, talk, and perform repetitive motions. Not substantially exposed to adverse environmental conditions. The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the needs of Jackson Electric Membership Corporation. This document does not create an employment contract, implied or otherwise, other than an “at will” employment document.

ESSENTIAL FUNCTIONS:

1. All Contact Center Reps are to be available to work both in office as well as remotely as needed. When working remotely, the Contact Center Rep will fulfill the essential responsibilities of his/her job while remaining off campus, using the information and communication technologies.

2. Process applications for service from customers and issue various service requests as necessary.

3. Orient new customers with regard to company billing and collection procedures, Cooperative history, etc. Maintain filing records as required.

4. Maintain controls upon fees and amounts paid to ensure proper charging to the system. Provide reports as necessary.

5. Handle customer inquiries with regard to billing and other company procedures in a professional and courteous manner while making necessary adjustments according to established procedure. Respond promptly by telephone, email, letter, or in person.

6. Reconcile any unusual items (billing, rates) that may appear on member's record in a prompt and efficient manner.

7. Prepare required items with regard to member's account such as bank drafts, returned check notices, and delinquent notification letters.

8. Input and verify required data into the computer system as required.

9. Provide relief duty for other jobs within the department and assist other departments when directed by supervisor.

10. Leave work area neat and orderly at end of work day.

11. Perform any other function or duties as required or assigned.

12. Be familiar with and at all times follow the best safety practices set forth in the Cooperative's Safety Manual.

13. Attend and participate in the annual meeting as required or directed.

14. Attend and participate in all required meetings and trainings such as Safety, Employee Meetings and Customer Service Training Classes.

15. Perform such other duties as may be required or directed.

Job Type: Part-time

Pay: $20.00 - $23.00 per hour

Expected hours: 20 per week

Benefits:

- Paid training

Ability to Relocate:

- Jefferson, GA 30549: Relocate before starting work (Required)

Work Location: In person