Customer Service Trainee

BLUE RIDGE MOUNTAIN ELECTRIC MEMBERSHIP CORPORATION

JOB DESCRIPTION

Customer Service Trainee

Pay Grade 3

I. OBJECTIVE:

To acquire the knowledge and skills necessary to provide Blue Ridge Mtn. EMC’s member-consumers excellent customer service. To continually strive to improve the member-consumer experience, and generate member-consumer loyalty.

II. MANAGEMENT EXPECTATIONS:

Individuals must demonstrate a positive attitude and a commitment to contribute to Cooperative’s goal of providing exceptional service to members and associates, exhibiting professionalism at all times. Management reserves the right to change, modify, or alter any job description deemed necessary to continue the operation of business.

III. PERFORMANCE STANDARDS:

Knowledge of Cooperative policies and procedures to obtain information that will provide constant, rapid and accurate communication between Cooperative personnel and member-consumers. Provide prompt, efficient, and courteous service that will promote goodwill between the Cooperative, the member-consumers, and all inter-office departments. Develop departmental relationships to ensure a productive work environment.

IV. REPORTING RELATIONSHIP:

A. Reports to: Supervisor – Customer Service

B. Directs: None

V. PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations shall be made to enable the individual with disabilities to perform the functions. Must be able to work in office setting, seated or standing, for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components. Occasional lifting and transporting of moderately heavy objects up to 50 pounds. Must be able to hear and speak at conversation levels. Specific vision abilities required by this job include close vision and peripheral vision.

VI. ESSENTIAL DUTIES:

To learn the following duties under direct supervision utilizing training materials and hands on training.

A. Assist Member-consumers with Broadband, outdoor lighting, surge protection, Generlink, heat pump financing inquiries, meter base/pole sales.

B. Assist members with general company information such as location, website, board meetings, rates, rules and regulations.

C. Collect electric bills via check and Credit card if card is previously saved in system.

D. Collect and balance monies for new memberships, deposits, service charges and construction charges, and stock item sales.

E. Handle outage calls and assessments during working hours, after hours and holidays.

F. Conduct sales and invoicing of stock items through Sales Module.

G. Establish memberships for new customers and obtain required proof of transfer of service. Email any necessary Adobe forms to members for signature, verify receipt and save to file room. Perform UCC check to determine if deposit will be required.

H. Process and complete the following service orders.

1. New construction including temporary electric, permanent power and relocation of existing power.

2. Meter sets, removals and transfers and turn on prior locations.

3. Add/upgrade/downgrade/retire security lights and repairs. Acquiring all necessary forms.

4. Tree cards for evaluation by Right of Way management.

5. High bill complaints, volt recorders, and meter tests.

6. Name changes due to death or establishing joint membership.

7. Misc. service orders such as temporary disconnect and reconnect of power, install guy wires or cattle markers, lights flickering.

8. Installing Generlink.

9. Surge Protection

I. Provide explanations for billing inquiries (amount due, charges, cutoff dates, high bills etc.).

J. Respond to Member-consumers in a timely fashion (email and voicemail contacts).

K. Update Member-consumer account information by verification on all pertinent information.

L. Assist Engineers with customer information and service orders.

M. Establish, remove and transfer Flex Pay accounts.

N. Perform fiber pre-qualifications and estimates. Send fiber forms via adobe sign or print and mail to new fiber customers.

O. Change due date for existing customers for electric billing.

P. Perform rate changes and site evaluations for residential and commercial accounts.

Q. Assist members with navigation of member dashboard/customer portal.

R. Verify coverage and all necessary information needed for creation of service order for water heater protection program participants to relay to Christian Plumbing for necessary repairs

S. Promise to pay arrangements for member account balances with entities such as Ninth District, Hope House, North Georgia Community Action, Project Share, 4 Square and local churches.

T. Relay UPC process information for UG locates to members.

U. Other duties as may be assigned, from time-to-time, by the Supervisor – Customer Service.

MUST BE ABLE TO WORK DURING ALL INCLEMENT WEATHER CONDITIONS AS NECESSARY. ON-CALL AS NEEDED.

VII. MARGINAL DUTIES:

All duties listed above are required for this position and none are considered marginal.

VIII. EDUCATION/EXPERIENCE/REQUIREMENTS:

Requires a high school diploma or the equivalent. Experience in call center related function or direct customer interaction is preferred. Must possess and maintain a valid driver’s license.

IX. KNOWLEDGE:

Must be proficient in the use of word processing and spreadsheet software. Must be able to navigate the following programs. Member Dashboard/Customer Portal, CMB, Agent Dashboard, Management Studio, Calls Manager, Partner, Adobe, Command Center, ETC, Online Utility Exchange, Image Director, Outage Viewer, Flex Pay – My Usage, Cut off Live, Online E-statements, Online Filling, Online Faxes, Outlook, and Knowledge Base

X. ABILITIES AND SKILLS:

Requires demonstrated excellent interpersonal, verbal and written communications skills to be used with the managers, employees, and Member-consumers. Requires demonstrated business skills including the ability to prepare all types of correspondence, skills in grammar, spelling and punctuation, editing and proof reading. Requires the ability to work efficiently and effectively be responsive and persuasive at all levels of the organization to handle Cooperative issues in a confidential and tactful manner.

XI. ATTITUDE:

A. Willingness to cooperate, perform, and contribute to the department’s goal of providing exceptional service to the members and to the organization as a whole.

B. Willingness 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.

XII. PERSONAL CHARACTERISTICS:

A. Must be of the highest integrity and possess good personal habits.

B. Must be attendance and punctuality conscious in performance of duties.

C. Must possess the initiative to develop an interest in accepting and directing work assignments.

D. Must possess the characteristics necessary for providing effective leadership, guidance, training, and direction.

REVISED 07/01/2024

Job Type: Full-time

Pay: $18.33 per hour

Expected hours: No less than 40 per week

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Work Location: In person