Call Center Representative

SKRECC - Job Posting

Job Title: Call Center Representative

Department: Member Services - Call Center

Reports To: Call Center Supervisor

Supervises: N/A

Purpose of Position:

Position will provide multi-faceted customer service support to include creating, coordinating, and processing service orders, responding to information requests and payment assistance to and on behalf of members both on the phone and occasionally in person.

Minimum Job Specifications:

These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.

+ Requires ability to navigate specialized member database, call system, and outage management software. + Prefer experience in electric cooperative or utility industry. + Prefer proficiency in both English and Spanish. + Requires working knowledge of general office procedures and must be proficient with use of computers and other office equipment. + Requires excellent interpersonal, verbal, and written communication, organization, and planning skills. + Requires proficiency in Microsoft Outlook, Word, Excel, and PowerPoint. + Requires the ability to satisfactorily pass a drug screen; and obtain and maintain a valid driver's license.

Working Conditions:

General office conditions with limited business travel. Primarily inside general office conditions and with limited outside environmental exposure. A scheduled work week will consist of 40 hours with overtime expectations as necessary due to meeting deadlines, heavy workload periods and major outages. Varied work hours may be necessary in accordance with assigned schedule.

Physical Demands:

Requires the physical ability in stooping, kneeling, crouching, reaching, standing, walking, fingering, grasping, talking, hearing, defined light work. Eye-hand coordination is required for this position (ie: operating computers, calculators, etc.)

Working Relationships:

Internal: Coordinate and communicate with supervisor and additional peer staff members. Coordinate and support operational staff and other cooperative functional areas. Employee will strive to foster a positive working environment with co-workers.

External: Effectively interacts with members, Realtors/builders, and community organizations.

The following requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

South Kentucky RECC

Position Description/Essential Duties

Call Center Representative

The following are the essential duties of this position. The essential duties do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and the duties of a given position may change or be temporarily altered based on the business needs of South Kentucky RECC. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Essential Duties:

The Call Center Representative:

+ Responds to all information requests and complaints courteously. + Shows empathy and controls tone when speaking to members. + Provides appropriate support to marketing and other cooperative initiatives primarily via telephone. + Promotes a good image of the Cooperative to the public both at and away from work.

Responsible for ensuring database accuracy.

Responsible for answering and processing member telephone requests while focusing on first call resolution.

Complete other non-phone related duties.

Emergency response coverage as needed.