Member Services Representative Part -Time
Columbia City, IN
Part-time
$49,920-$49,920About This Job
MEMBER SERVICES REPRESENTATIVE PART-TIME
Department: Member Services
Reports to: Director of Member Services
FLSA Status: Non-Exempt
POSITION SUMMARY
This position oversees all aspects of member accounts, such as billing and adjustments, payment processing, and account servicing. Member Services Representatives will also facilitate service orders, perform the capital credit process, and exhibit superior customer service to members. This on-site position requires the ability to work cross-functionally with many different departments within NREMC and with outside members and contractors. Stands as the main point of contact for NREMC by assisting members and contractors with inquiries about NREMC services or products.
EDUCATION AND EXPERIENCE
Required: High school diploma or equivalent
Valid Driver’s License
Preferred: Associate degree or work experience in a business-related field
Experience with electric utility customer service
KNOWLEDGE
•
Demonstrate general knowledge of Northeastern REMC operations, policies, products and services with the ability to strengthen knowledge on complex electrical processes.
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Understands and adheres to the work safety rules stated in the Northeastern REMC Safety Manual. Follow appropriate safety procedures daily.
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Will be familiar with billing-related IURC rules and regulations alongside Northeastern rate schedules and billing-related bylaws, rules and regulations.
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Maintain knowledge of billing-related software applications as instructed.
SKILLS
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Precise and accurate data entry skills.
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Utilize critical thinking and problem-solving skills.
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Network and personal computer software programs including Word, Excel, and Outlook.
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Good organizational skills that accurately scope the length and difficulty of tasks and/or projects. Able to set objectives and goals. Uses time and resources effectively and efficiently. Arranges information, files and work in an organized manner.
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Good customer service skills that satisfy the expectations and requirements of customers by identifying needs accurately. Displays courtesy and sensitivity. Responds promptly to inquiries. Correctly deescalates difficult situations when necessary.
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Effective communication skills that clearly and accurately provide information, resources, and services to the appropriate parties with patience and professionalism.
ABILITIES
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Effective human relations allowing for the ability to work cross-functionally with many different departments and creates an inclusive place for team involvement inside and outside their department. Works cooperatively and effectively in diverse teams with the ability to resolve conflicts if necessary.
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Treats people with respect and keeps organizational commitments. Works ethically and with integrity. Displays a positive outlook and pleasant manner. Offers assistance and support to co-workers.
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Is a dependable worker who has a strong sense of initiative and flexibility. Can be trusted or relied upon to correctly complete work with minimal oversight. Offers a growth mindset that continuously strives for improvement and takes accountability.
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Ability to use good judgment when making decisions that are fact-based, accurate and reliable. Includes appropriate people when giving instructions or information to others.
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Preserve confidentiality of cooperative issues when relating to employees, members, and the general public, including following Red Flags and PCI guidelines.
JOB RESPONSIBILITIES Other reasonably related job duties may be assigned
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Process payments for accounts by accepting cash, checks, electronic payments, and NREMC payments. Open and sort payments before processing.
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Balance cash drawers, prepare bank deposits, and open and process night deposit box.
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Process credit card rejections, returned payments, and non-sufficient funds.
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Work with the accounting department to research and correct any issues related to remittance.
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Process bad debt accounts and perform the collections procedures on accounts.
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Process disconnects records for weekly disconnect procedure, including verifying account status, applying deposits and disconnect/reconnect charges, verifying meter status, and troubleshooting meter disconnection/reconnection issues.
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Maintain accurate customer data, such as personal information. Set up payment agreements, paperless billing, budget billing, deposits, and automatic payments.
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Service member accounts by researching and correcting issues. Troubleshoot problems by exhibiting well-rounded knowledge of systems and procedures.
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Manage pledges for energy assistance programs.
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Prepare and process agreements, including landlord-tenant, prepaid and propane.
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Perform all facets of billing procedures, including entering billing adjustments, preparing monthly corrections for bills, posting meter readings, and checking for missing meter readings. Review the billing exception register.
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Process meter data to produce and post monthly electric and propane bills.
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Balance patronage accounts, month-end reports, and bank statements.
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Research billing abnormalities and report to the appropriate parties.
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Monitor meter performance and process changes as required, and research issues as they arise.
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Maintain continuous communication with the Engineering Technician, Member Services Specialist, and AMI Service Administrator to keep Tantalus and MDM current.
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Report monthly kWh usage for Northeastern to Corporate Services.
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Accurately and completely answers inquiries and concerns of members, such as account balance, member usage, service locations, and deposits by providing insightful observations and data about their usage.
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Be comfortable discussing rate structures, charges, and fees. Understand what causes changes in rates and where the drivers are coming from.
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Create service orders as required and follow up with appropriate parties regarding status and completion.
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Process transfers-in and transfer-out, temporary services, and new connects.
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Provide insightful observations and information regarding pending service orders, including workflow efficiency suggestions, status updates, and more.
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Complete all capital credit processes, including escheating, allocations, general retirement, and weekly closeout.
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Monitor capital credit processes and balances. Recommend insightful changes to procedures based on outcomes.
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Accurately respond to capital credit inquiries, including calculating account discounts, questions, and general correspondence.
WORK ENVIRONMENT
Part-time hours that occur regularly during business operating hours of Monday-Friday, 7:30 AM-4 PM. The hours will not exceed 20 hours per week. Primarily works inside the office on a computer with frequent interruptions.
This position description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned to fulfill the objectives of the cooperative.
NREMC reserves the right to revise or change the description and specifications as the need arises.
This position description does not constitute a written or implied contract of employment.
Updated: May 25
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