Member Services Representative

Working independently and collaboratively with others, this positions plays an integral role in executing CPI's mission, philosophy, and commitment to providing safe, reliable electricity to our members and exceptional service to our internal and external customers. All employees are also expected to maintain a high level of trust, integrity and ethical standards.

This a Union position within IBEW Local #659. The Member Services Representative serves as a member of the Member Services team and communicates daily with customers regarding their residential and commercial utility service and ensures the best customer service experience possible.

Essential Functions of the Position:

The essential functions of this position require prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources, and demonstrating initiative in identifying additional job-related tasks to be completed when time permits.

1. Assists member of the public with inquiries in person, by telephone or online to answer questions regarding billings, rates and other services.
2. Handles credit and collection calls for non-escalated matters.
3. Prepares bills, initiate, processes and maintains member service orders and records.
4. Enrolls customers in auto-pay and pre-paid programs.
5. Accepts payments, makes payment arrangements and prepares deposits.
6. Issues disconnect and reconnect work orders.
7. Prepares correspondence and accounting reports, processes disbursements and maintains related records.
8. Maintains asset records, analyzing and providing detailed information as needed.
9. Prepares outgoing correspondence and maintains related records.
10. Represents CPI in a manner conducive to good public relations.
11. Communicate in a professional, respectful and courteous manner with all employees, the Board of Directors, customers and others with whom we may work. Contribute to a successful work group through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas designed to meet or exceed the organization's strategic goals.
12. Complete special projects and other duties as assigned to meet team, department and organizational goals while actively demonstrating accountability and responsibility for achieving desired outcomes and measurable results.

Position Requirements:

Qualified candidates for this position will have relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position.

Required Education and Experience

• High school diploma or GED

• Minimum two years' post high school education.

• Minimum two years' clerical or accounting experience or any combination of education, training and experience that provides the required knowledge, skills and abilities.

• Valid Oregon State driver's license

Knowledge, Skills & Abilities

• General knowledge of REA accounting methods and a fundamental knowledge of data processing procedures.

• Strong computer skills and the ability to utilize customer information systems to access information and calculate utility bills.

• Pleasant telephone voice and the ability to courteously work with members and the public utilizing good interpersonal and member service skills for effective communication.

• Must become knowledgeable in the Coop's policies regarding customer service, billing, collections and line extensions.
• Must have demonstrated ability to be punctual and regular in attendance.

• Ability to multi-task while remaining flexible with changing priorities and deadlines.

• Highly ethical and self-motivated with ability to work independently and/or with limited direction, as well as cooperatively in a team environment, while consistently demonstrating collaborative, respectful and productive work habits.

• Excellent oral and written communication skills necessary to communicate clearly and effectively with internal and external customers, vendors, contractors, and other diverse audiences while providing outstanding customer service. To include the communication of technical information.

• Strong problem solving research, organizational and analytical skills, combined with the ability to prioritize tasks and meet established deadlines. Ability to multitask is also essential while remaining flexible with changing priorities and deadlines.

• Well-reasoned decision making with a high attention to detail regarding organization, planning, work flow, and project prioritization to ensure tasks are completed efficiently and accurately.

• Highly ethical, self-motivated individual with ability to work independently and/or with limited direction, as well as cooperatively in a team environment, while consistently demonstrating collaborative, respectful and productive work habits.

Availability, Physical Demands, and Other Requirements:

Availability and Accessibility

Due to the nature and scope of the essential functions, the importance of personal interactions with coworkers and members of the public, and the availability of job-related tools, equipment and resources at work, performance of the essential functions requires regular, consistent availability, accessibility, and presence on-site.


Approximately 40 hours/week may be required to efficiently perform the job duties of this position, including presence at designated internal and external meetings. This position may also require availability and accessibility to respond to and address emergencies and critical situations outside of normal business operating hours in the evenings and/or during weekends.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Receive, understand, evaluate and appropriately respond to communications from employees, the Board of Directors, and members of the public using available technology, in person and in a public setting when necessary.
• Maintain professional and respectful communication style to ensure reactions and responses to both emergency and non-emergency situations serve as an example to others of appropriate workplace communications.
• Provide intellectually sound and well-reasoned answers, recommendations and solutions to identified business problems, issues and/or questions. Efficiently and quickly analyze, process, manipulate, and accurately record extensive amounts of data (some of which is technical in nature) and other information that serves as the basis for this position.
• Use a personal computer or other technology devices frequently and consistently for the purpose of reviewing, analyzing, creating, transmitting, and presenting documents, data and other business-related information.
• May be required to lift, transport and/or move up to approximately 30 lbs. occasionally in the performance of regular duties. Occasional bending, stooping, kneeling, climbing and descending a stepladder may be required.
• Drive on behalf of CPI and report for work in all types of weather.

Environmental Conditions:

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position. This position primarily works in a temperature controlled office environment. Our office spaces include traditional office lighting and office furniture, as well as consistent and frequent noise, interruptions and other similar distractions.


Disclosures:

This job description is not an employment agreement or contract. It is intended as a general guide of the job duties and tasks the person in this position may be asked to perform as part of our CPI team. It is by no means an exhaustive list of all of the job duties or responsibilities that may be assigned to this position. Position descriptions may occasionally be updated, as necessary, to reflect evolving business needs, and such changes may not be reflected immediately in written form.


Refusal or unwillingness to perform duties and tasks assigned in a positive, professional and productive manner, even if seeming to fall outside of this description, may be considered insubordination and a violation of CPI policies and expectations.