Consumer Service Specialist I

SUMMARY

The Consumer Service Specialist I is an entry-level position. This position performs customer service and cashier duties by receiving payment collections in person and by mail, answering phones, directing calls and visitors, and providing clerical services to the Finance & Member Services Department. This position requires constant exposure to and dealing with the general public. This position may include on-the-job training in functions performed by a Consumer Service Specialist II. The employee may assist higher-level staff in other functions as part of skill development, as assigned.

ESSENTIAL RESPONSIBILITIES

Perform cashier/customer service functions. Cashier/Customer Service – Receives consumer and other payments made in person, by mail, or by phone for services and other transactions. Processes payments through a variety of software applications used by SDCEA. Balances the primary cash drawer daily, and reconciles the second cash drawer weekly. Maintains active consumer files, including all filing, data entry, scanning and preparation of new consumer files; prepares welcome letters and correspondence. Updates consumer mailing address changes. Sets up ACH payments. Sends letters of credit. Answers and routes incoming telephone calls, and responds to consumer inquiries when possible. Notifies employees of visitors so employees can meet them in the reception area. Prepares correspondence and other documents for other department personnel, if necessary. Assists others as necessary, including but not limited to, daily deposits, capital credits and new service orders. Assists with Member Services Duties – Ensures that all removals, installations, and change orders are completed. Handles consumer correspondence regarding billing, electric usage, etc. Handles consumer complaints and concerns in person, by correspondence, and by phone. Handles returned mail and processes ActivTrace monthly. Performs a variety of duties in relation to monthly billing calculations. Works closely with county social welfare offices regarding LEAP and Colorado Energy Outreach qualified consumers. Works with Consumer Service Specialists II regarding delinquent accounts. Creates invoices for net metering applications. Performs the check-in process for public access to the SDCEA Community Room. Processes the IRS Form 8300 Report monthly. Processes SDCEA matching grant funds.

OTHER QUALIFICATIONS AND RESPONSIBILITIES

High attention to detail and accuracy. Strong computer skills including proficiency in Microsoft Office Word, Excel and Outlook. Must demonstrate proficiency in reading comprehension, written communication, and basic math skills. Deals with consumers, vendors, contractors and other employees in a cordial, business‑like manner to maintain positive public relations within and outside of SDCEA. Treats all consumer and personnel information as confidential. Complies with all SDCEA policies and procedures. Required to perform other duties as assigned. Expected to work extra hours as workload or emergency situations require. May include on‑job training in functions performed by a Consumer Service Specialist II and assisting Consumer Service Specialists in various phases of work while developing proficiency in those responsibilities.

EDUCATION AND EXPERIENCE

High school graduate or equivalent. One year of previous office employment is required to provide experience in handling cash, public relations, telephone etiquette, and general office procedures. Educational background in business or administration fields is desirable to provide necessary clerical skills. Work experience and/or demonstrated skills may be considered in lieu of specified education. #J-18808-Ljbffr Duck River Electric Membership Corporation