Member Services Representative - Contact Center

RATE OF PAY: Bargaining Unit Position: $29.13 (Probationary Period)

Bargaining Unit Position: $30.66 (After Probationary Period)

Spanish Differential: $0.25 additional per working hour

LOCATION: Brighton

WORK HOURS: Monday – Friday: 8-hour shift, scheduled to begin between 6:30am – 10:00am. Overtime as necessary.

Position Purpose and Objectives:

The Member Services Contact Center Representative provides outstanding service and maintains professional relationships with our Members via multi-channels of communication. This includes responding to general Member inquiries, processing payments, and processing service orders. The Representative is also responsible for promptly and courteously resolving challenges while maintaining a positive and professional attitude.

Essential Job Functions:

· Provide Member Service support for all services offered by United Power.

· Meet Key Performance Indicators (KPIs) and maintain contact center averages in all areas of reporting to ensure equal contribution in supporting the Contact Center’s efficiencies and service level goals.

· Maintain current documentation of policies and procedures related to service offerings.

· Answer all incoming phone calls, emails, chats and web-requests.

· Respond to inquiries, concerns, and complaints from external and internal Members relating to invoices, new service requests, disconnects, and changes in service. Follow up with Members as needed.

· Process Member payments.

· Assist with processing of Landlord Agreements and Third-Party Notifications.

· Troubleshoot reports of outages and enter tickets when reported by Members.

· Perform disconnect and reconnects of meters via remote portal.

· Assist Members with high bill concerns by analyzing usage.

Secondary Job Functions:

Other tasks and projects as assigned to meet business needs.

Required Knowledge, Skills and Abilities:

Basic computer skills: Microsoft Office, Data Entry, Internet.

Prior Customer Service/Member Services experience.

Ability to clearly communicate verbally and written in English.

Ability to collaborate in a Team environment.

Problem Solving:

Ability to think and act on your feet, while dealing with Members in a variety of different situations each day.

Discretion/Latitude:

Under direct supervision of the Member Services Supervisor.

Impact:

Front-line representation of United Power through daily interactions with our Members.

Access to Members’ accounts, personal and private information.

Liaison:

Direct contact with United Power Members.

Direct contact with United Power staff.

Essential Physical & Mental Requirements:

Majority of time requires sitting, bending at neck, waist, legs, and arms; twisting body; and changing positions at will. Occasional driving, standing, walking, stooping, bending, kneeling, reaching.

Requires repetitive motions with hands and fingers such as keyboarding, use of telephones, cell phones, etc.

Requires close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Noise level in work environment is moderate. Work requires close attention to detail and accuracy and is varied in nature with regular interruptions. Work is subject to regular hours.

Supervision Received and Exercised:

Receive general guidance and direction from Member Services Supervisors and Director.

Education, Training and Experience:

High school diploma, General Education Degree, or equivalent.

Desired Experience:

Prior High-Volume Call Center Experience.

Bilingual (Spanish) a plus.

Working Conditions:

This job is performed inside an office building at normal temperature ranges. The noise level rarely exceeds 50-60 decibels for 8 hours a day.

Department: Member Services Bargaining Unit: IBEW-MS FLSA Status: Non-exemptUpdated: October 2017

In addition to a competitive salary, we offer a generous benefits package that includes an employee retirement plan, 401K with match, paid holidays, vacation & sick leave, medical, dental, vision, short-term disability, long-term disability, and life insurance. For a full list of benefits, please visit our careers page at https://www.unitedpower.com/careers.

We are interested in every qualified candidate who is eligible to work in the United States. However, this position is not eligible for visa sponsorship.

United Power is an Equal Employment Opportunity Employer. United Power prohibits discrimination against applicants or employees on the basis of age 40 and over, race, gender identity, sex, sexual orientation, color, religion, military or veteran status, national origin, disability, genetic information or any other applicable status protected by state or local law.

NOTE: This position description is not intended to be all-inclusive; an employee will also perform other job responsibilities as assigned by the immediate supervisor or management.

Management reserves the right to change position descriptions, specifications or work schedules to accommodate individuals with disabilities or as the need arises.

Job Type: Full-time

Pay: $29.13 - $30.66 per hour

Benefits:

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Referral program

- Vision insurance

Work Location: In person