Contact Center Representative

Job Description

Job Description

Contact Center Representative

Tri-County Electric Cooperative (TCEC)

Position Purpose

This position serves as the first point of contact for members calling the cooperative. Contact Center Representatives are responsible for providing accurate, timely, and courteous support for a wide range of inquiries including account information, billing, payments, service requests, outages, and cooperative programs. Representatives must navigate internal systems effectively, uphold high service standards, and contribute to meeting team and organizational performance metrics. This role plays a key part in ensuring a seamless and professional experience for members over the phone. This position may be required to provide support to Member Service Representatives as operational needs arise.

Job Dimensions

• Internal Responsibility – Collaborate with team members, supervisors, and internal departments to maintain smooth daily operations at assigned locations. Support organizational service goals and accurately document member interactions. Maintain knowledge of cooperative tools, programs, and policies.

• External Responsibility – Serve as the primary point of contact for primarily telephone communications with members. Represent the cooperative in a courteous and professional manner. Assist members with questions regarding accounts, payments, billing, and cooperative services while promoting programs and services.

Principal Accountabilities

• Regularly models multiple TCEC Essential Attributes as a regular pattern of behavior and self-awareness.
• Respond to inbound and outbound calls in a professional and timely manner, addressing requests directly or facilitating resolution through the correct internal resource.
• Meet or exceed individual and team performance metrics related to call handling time, hold times, quality, and accuracy.
• Assist members in using the cooperative's member portal, website, and mobile app.
• Guide members through service programs, explain billing, and support payment assistance and conservation initiatives.
• Accurately update member information and service records in cooperative systems.
• Resolve member concerns and escalate complex issues when needed.
• Maintain knowledge of cooperative policies, procedures, and member programs to deliver informed assistance.
• Ensure workstations are maintained in a professional manner.
• Support and uphold the cooperative's values in every member interaction.
• Other duties as assigned.

Minimum Requirements

• Education:
  High school diploma or equivalent is required. Additional education or certification in business administration, customer service, or a related field is preferred.

Experience:
At least one year of customer service experience in a call center, utility, or high-volume environment is preferred.
Bilingual preferred.

• Knowledge/Skills/Abilities:
  Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Must be able to become proficient using relevant software and demonstrate strong problem-solving and conflict resolution skills.
• Proficient with Microsoft Office and standard office equipment.
• Ability to stand and walk; frequently sit, bend, stoop, squat, lift, and carry up to 20 pounds; push and/or pull; reach above shoulder level; and twist; to climb, balance, kneel, crouch.

• POSITION DETAILS

  • Position Title: Contact Center Representative
  • Reports To: Contact Center Supervisor
  • Employment Type: Full-time
  • FLSA Status: Non-Exempt
  • Supervisory Responsibility: No
  • Financial Disclosure Required: No
  • Residency Requirement: Yes
  • Position Description Effective Date: April 2026

WHY JOIN TCEC

Tri-County Electric Cooperative is guided by ten Essential Attributes that define how we lead, collaborate, and serve with integrity, accountability, and trust. This role offers the opportunity to make a meaningful impact while supporting reliable electric service for the communities we serve.

This job description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. An employee may be required to perform other reasonably related business duties as assigned by the immediate supervisor and/or management as needed. TCEC reserves the right to revise or modify the job description as needed. This job description does not constitute a written or implied contract of employment.