Member Services Representative III

"All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status."

SUMMARY DESCRIPTION:

This is the entry level into the company's Member Services Representative Training Program. Employees at this level initially work under close supervision performing a variety of tasks. Each task usually fits a training pattern that has been established and explained to the employee. All changes in procedure or exceptions will be explained as they arise. Work is observed and reviewed during actual performance, unless other review elements such as call recording are available. Member Services Representative training duties involved in this level are listed below but are not all-inclusive.

REPORTING RELATIONSHIPS:

PRINCIPAL DUTIES AND RESPONSIBILITIES:

This position provides excellent customer service to each member handled, whether in person, email, or on the phone, and to do this in the most efficient and courteous manner possible. To assist members with service requests and posting all valid types of payments to member accounts. To answer thoroughly all questions and concerns and handle each member request in a professional and friendly manner.

The Cooperative prioritizes a team approach to Member Services functions, where each Member Service Representative is responsible for advancing the overall team and the functioning of the overall department, as opposed to individual or "silo" responsibilities.

OTHER DUTIES AND RESPONSIBILITIES:

KNOWLEDGE, SKILLS AND ABILITIES:

ON THE JOB TRAINING:

Training to get to the desired level of the above-listed necessary tasks will be a minimum of twelve (12) months. The acceptance of training levels will use input from trainers, qualified consumer representatives, cashiers and supervisors. Documentation for each level will be placed in the employee's file for consideration of advancement to level II. Training will include Linked In Learning classes taken each month. Complete monthly online Safety, HR, and IT training classes and assigned LinkedIn Learning classes.

WORKING CONDITIONS:

Normal working conditions inside office building with heat and air conditioning. Regular office hours are from 8:00 am to 5:00 PM Monday through Friday, except company observed holidays. Flex hours are used at varying times as workload and duties require. Storm Mode work hours are implemented when required. Position is in Jacksonville, North Carolina and/or Sneads Ferry, North Carolina, with occasional cross training and service responsibilities in both offices.

This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job, and "other" duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position and this job description is subject to change at any time at management's sole discretion. Employees holding this position will be required to perform any other job-related duties as requested by Chief Executive Officer. The Cooperative will consider and implement reasonable accommodations to enable employees to perform the essential functions of the job.