Member Service Representative

Summary

First point of contact to member inquiries regarding accounts, service requests, complaints, and general information to ensure timely, technically accurate and professional resolution to matters of interest to members, and the public.

Reporting

- Reports to: District Lead Member Service Representative

- Directs: None

Responsibilities

- Interview member/owners by telephone, or in person, to gather pertinent information and prepare and process applications for service connection, changes, and disconnection.

- Investigate and resolve member inquiries related to billing, applications, collections, meter exchanges and general information and adjust accounts as necessary.

- Inform member/owners and appropriate personnel of recommended action and follow up to ensure consumer satisfaction.

- Maintain and update, as necessary, both electronic database and paper files of member accounts including, but not limited to, exchanged meters, service orders and memberships.

- Assist in processing of billing by checking reports for demand billing, estimates and kilowatt hour comparisons.

- Accept and process payments on accounts, as appropriate, accurately maintaining and updating all associated receipts and records; also balance cash drawers with audit sheets daily and batch reports.

- Forward difficult member questions and complaints, as necessary, to Lead MSR for resolution. Participate in the development and implementation of an action plan for appropriate handling of similar future situations.

- Review existing, and recommend new procedures, to improve the efficiency of the department while surpassing consumer expectations. Recommend procedural improvements to Supervisor.

- Prepare and process various letters, forms and reports for department activities and customer accounts maintenance; to include the process of inter-department mail.

- Maintain superior level of consumer service, telephone communication techniques, negotiations, and problem resolutions to ensure knowledgeable and professional service to member/owners.

- Perform address maintenance to Capital Credits, inactive accounts, and Estates as required.

- Enter outage calls in Database to ensure timely restoration of service.

- Inform members and gather proper documentation for closing out equity on accounts where members are deceased.

- Assigned daily bank transaction duties to include assuring accuracy of deposit tickets and processing spreadsheets.

- Assigned the responsibilities of inventorying and requisitioning of office supplies.

- Assist in special projects as necessary.

Education and Experience

- High School Diploma or GED and 2 years customer service experience.

- Must have experience in handling cash drawers, large sums of cash, checks and assuring the accuracy of transactions.

- Experience in data entry and computer operations including PC applications.

Required Skills and Abilities

- Must be able to maintain professionalism and control under all circumstances.

- Has and maintains a valid driver’s license and acceptable driving record and is able to operate SVEC vehicles.

- Must become and remain certified in CPR and first aid. Must also be skilled in the use of safety equipment.

- Demonstrated ability to provide proactive and professional member service and relations.

- Strong verbal, written, analytical and interpersonal skills.

- Demonstrated problem-solving skills.

- Proficient in Microsoft Office products including Excel and Word.

- Possess effective techniques to research and access all sources necessary to fulfill position responsibilities.

- Maintain a high level of confidentiality with regards to associate, member, and corporate information.

- Ability to communicate in the Spanish language is desired.

- Ability to provide emergency telephone support during outages and keep up to date on status of outage.

- Must have access to reliable transportation to and from work.

Physical Requirements

- Participation in SVEC job safety and training programs, relevant workshops, seminars and other SVEC sponsored courses and events.

- Must be able to use office equipment including telephone, computer, and other systems and related software in the performance of position responsibilities.

- Must be able and available, during any and all types of weather conditions, to work weekends, holidays, evenings and other times outside normal duty hours to assist in service restoration and other emergencies that may arise or when the workload demands.

- Must always maintain an operating telephone or personal communication device at his/her place of residence. Ability to contact the telephone or personal communication device must be made available to SVEC for the purpose of contacting the manager to conduct legitimate routine and/or emergency business.

- This position involves primarily inside work. Must be able to lift objects unassisted (up to 30 pounds). Some standing, walking, climbing, balancing, stooping, kneeling, crouching, or crawling to a minimal degree.

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 constructed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Shift:

- 8 hour shift

Ability to Commute:

- Harrisonburg, VA 22801 (Required)

Work Location: In person