Bartlett Electric Cooperative, Inc.

Member Service Representative

Bartlett, TX

Full-time

$37,440

About This Job

Position Description

Position: Member Service Representative

Department: Administration

Reports Directly to: Member Service Supervisor

Directs: Assigned Personnel, as directed

FLSA Status: Non-Exempt

Position Summary:

A Member Service Representative performs the functions of customer relations which may include, but are not limited to, working with Members/Customers regarding accounts, allocating resources, assisting with BEC Communications customer activities such as billing, and setting up new accounts in accordance with established policies, plans and objectives of BEC.

Essential Functions of Position:

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Principally works indoors in an office setting.

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Must possess and maintain the ability to:

Respond in a positive manner to supervision.

Work as a cooperative member of a team.

Interact in a professional and courteous manner with co-workers and customers.

Successfully work within deadlines and time constraints.

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Correctly operates a laptop and desktop computer and programs/systems used.

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Must possess knowledge of, or demonstrate the ability to learn, various computer applications, including BEC’s design software and customer information and work order system. This includes Microsoft Office spreadsheets and word processing.

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Accurately and legibly completes all documentation (computerized timecards, etc.) in accordance with BEC policies and procedures and submits such documentation to the proper individuals for recordkeeping purposes.

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Assists, as needed, with daily activities such as member inquiries, payments, connects, and works with the Accounting Department to verify daily cash drawers and deposits.

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Processes incoming mail and accepts payments in office and posts payment accepted. Prepares bank deposits and daily cash receipts reports.

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Resolves complaints promptly. If unresolved, directs the customer to other appropriate personnel.

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Provides information to customers regarding rates, services rules and regulations, practices and policies to customers and the general public.

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Processes requests for connect, disconnect, and transfer of service, services orders, etc.

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Updates customer address changes in data processing system.

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Prepares and files customer correspondence.

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Assists in preparations for and attends the Annual Membership Meeting and any other meetings.

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Functions as a Notary Public for BEC.

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Must be well-organized in work and department.

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Operates all coop equipment in accordance with BEC policies and procedures, safety rules, manufacturer guidelines, and regulations and/or codes and seeks input from the Member Service Supervisor when information is unclear, inadequate or requires interpretation.

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Plans the work of the individual assignment, as directed, so that it can be done safely, properly, orderly, and as economically as possible.

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Subject to travel intra/interstate, as necessary, for training, meetings, job duties, or to provide assistance to other electric cooperatives.

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Complies with all BEC policies, procedures and safety rules as they apply to the Member Services Department, and recommends to fellow workers the use and practice of the same.

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This position is subject to working additional time beyond normal working hours, including evenings, late nights, weekends, and holidays, as needed in emergency situations.

Equipment Used:

Desktop computers, computer keyboards, telephones, two-way radios, printers, fax machines, paper shredders, file cabinets, desk chairs, postage machine.

Other Important Duties:

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Maintains good working relations with co-workers, BEC members and customers and the general public.

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Represents BEC by attending schools/seminars/meetings for improvement of job knowledge and skills, when requested.

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Continually explores new ideas to enhance job performance, efficiency, productivity, and work relations. Communicates these ideas to the Member Service Supervisor or designee.

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Performs other duties as may be assigned by Member Service Supervisor or designee.

Experience, Training, Knowledge, Skills, and Abilities:

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Must maintain professional knowledge of all issues relating to member services and maintain the desire to improve industry knowledge by attending webinars, seminars, etc.

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Must maintain knowledge of BEC policies related to duties of the position.

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Ability to travel instar/inter-state, as necessary, for training purposes, meetings, or to provide assistance to other electric cooperatives, as required.

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Must be able to deal with customers, the general public and fellow employees in a professional, friendly and courteous manner.

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Ability to motivate, direct, supervise, train, and coach subordinates.

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Ability to move about and within an office building and on various terrains.

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Ability to frequently stand and/or walk and sit for extended periods of time.

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Ability to perform manual and detailed hand work using both hands, sometimes repetitively, in order to operate office equipment.

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Ability to lift and/or move a box of copy paper weighing approximately 40 pounds.

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Ability to perform essential functions that require frequent, prolonged viewing and use of computer monitor, keyboard and mouse for extended periods of time.

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Ability to speak and hear clearly in order to communicate.

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Ability to communicate effectively and efficiently, both orally and in writing, with a diverse group of people and personalities. Requires a high degree of interpersonal skills.

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Ability to be tactful and get along with diverse groups of people and personalities. Capable of conveying a positive and professional image.

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Ability to prioritize and manage multiple tasks, even simultaneously, as well as coordinate projects with other employees working to consistently meet deadlines and budgets.

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Ability to listen to and read instructions and other paperwork.

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Ability to use judgement and reasoning skills to perform the Essential Functions of the Position.

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Ability to speak, hear, understand, and communicate in English. Bilingual/Spanish fluency a plus.

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Must have good math and computer skills.

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Ability to use office equipment including the computer and all relevant software, 10-key calculator, typewriter, fax machine, copier, phone system and various other types of business machines as required to do this job.

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Must be able to perform required duties during extended hours in emergency situations.

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Ability to handle cash quickly and accurately.

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Ability to perform all physical requirements of the position.

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Ability to safeguard confidential information.

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Ability to organize and effectively convey information and materials to assist customers.

The fully competent incumbent must possess the following knowledge:

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Cooperative policies, tariffs and procedures relating to service, payment and rates, connection/disconnection, and other issues dealt with on a frequent basis.

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Principles and practices of good customer service especially those having to do with conflict resolution and dealing with irate customers.

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Knowledge of safety issues affecting office workers.

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Must have a working knowledge of general office practices and all administrative sections.

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Must have proficient knowledge of the cooperative’s billing/CIS software and assist Accounting Department with reconciliations to the General Ledger.

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Experience in customer service with an electric cooperative or utility preferred.

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Experience in all aspects of customer service to include proper and courteous phone, face-to-face and written communication.

Education, Degrees, Certificates, and/or License Requirements

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High School Diploma.

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Valid Texas Driver’s license and an acceptable driving history.

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Must be eligible to be and remain insured as a driver by the Cooperative’s group liability policy for the automotive fleet.

Work Remotely

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No

Job Type: Full-time

Pay: From $18.41 per hour

Expected hours: No less than 40 per week

Benefits:

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401(k)

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401(k) matching

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Dental insurance

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Employee assistance program

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Health insurance

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Health savings account

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Life insurance

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Paid time off

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Tuition reimbursement

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Vision insurance

Schedule:

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8 hour shift

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Day shift

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Monday to Friday

Ability to Commute:

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Bartlett, TX 76511 (Required)

Ability to Relocate:

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Bartlett, TX 76511: Relocate before starting work (Required)