Member Services Representative III

Job Description

Job Description

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

PAY DETAILS :
This position is an hourly position listed at $21.39 per hour. 

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. This position provides excellent customer service to each member encountered, 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 payment postings. To answer thoroughly all questions and concerns and address each member request in a professional and friendly manner. 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 :
A. Reports to: Office Manager
B. Directs: None

PRINCIPAL DUTIES AND RESPONSIBILITIES :  

• Knowledge of computer operations and variety of software applications utilized for service orders, collections, outages, billing, processing payments, handling customer questions and complaints, basics of figuring bills.
• Accepts and posts all valid types of payments to member accounts.
• The ability to create service orders, especially connect and disconnect orders.
• The ability to enter outages and update outage tickets.
• The ability to make sound, logical decisions regarding arrangements and cutoff tickets.
• Full understanding and ability to explain to members billing dates, due dates, and cutoff dates.
• Full knowledge of payments-includes understanding of billing dates, delinquent mailer dates, cutoff dates; types of payments and payments posting. This also includes pledge payments from outside sources such as DSS, pay site kiosks locations, the member portal, mobile app, and Pay Where You Shop retailers and how to access the barcodes and accepted payments such as cash, check, and applicable card types.

OTHER DUTIES AND RESPONSIBILITIES :
Member Services Representative III is the entry level into the Member Services Representative training program and the employee will have:

 

• Understanding of the basics of calculating residential and commercial bills, including rates, taxes, basic charges, contract minimums, security lights, subdivision lights, and solar interconnection, and setting up FlexPay with AR recapture.
• Familiarity with reading and billing calendars and capital credits.
• An understanding of the return check policies, membership agreements, and electrical inspections.

• Working knowledge of the computer terminal, setting up printers and email.
• Full understanding of which service order type is applicable to the member request.
• Full understanding of entering outages, reviewing outage reports, updating outage entries, and call back requests.
• Working knowledge of Service Rules and Regulations.

• A general knowledge of intersecting relationships between departments, i.e., billing, communications, marketing, operations, metering, construction, IT, accounting, and engineering.
• Introduction to guarantor contracts, drafts, budget billing, FlexPay’s various set up scenarios, online member portal, account notifications, and donation of capital credit forms.
• Introduction to customer complaints and ability to resolve complaints.
• Familiarity with NSF checks policies.
• Familiarity with documentation necessary for non-residential accounts.
• Understands contracts and how to create those required in Member Services.
• Understand Online Utility credit scoring parameters for deposit requirements.
• Understand steps of bad debt process when transferred to Online Utility Collections.
• Familiarity with electrical inspections policy.
• Understands address changes, billing cycles, and guarantors.
• Familiarity with holiday schedules and impact on billing and collections schedules.
• General knowledge of marketing programs, rebates, and load management requirements.
• Introduction to switchboard and qualified as cashier. The ability to assist consumers via the telephone, drive through, face to face in the lobby, or via email.
• The ability to process mail, member emails, CRC emails, and night drop.
• Familiarity with various communications options to members including mass communications and social media outlets.
• The ability to take Online safety and cyber security training classes and to access safety data sheets.
• Familiarity with the seven cooperative principles.

KNOWLEDGE, SKILLS, AND ABILITIES :

• High school diploma or equivalent required.
• Prior customer service experience preferred.
• The ability to use Jones-Onslow computer systems.
• The ability to understand and conduct oral and written instructions and to know when to request clarification.
• The ability to communicate effectively through written and verbal avenues with members, commensurate with the "service excellence" philosophy of the Cooperative.
• The ability to communicate with concise, clear, and legible language to members and fellow employees.
• Problem solving and critical thinking skills preferred.
• The ability to operate computers for extended lengths of time.

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 member service 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 LinkedIn Learning classes taken each month.

WORKING CONDITIONS :
Normal working conditions inside an 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 assigned 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.

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 related or supportive 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 the Chief Executive Officer.

 

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