Member Services Representative

Job Description

Job Description

POSITION SUMMARY

The Member Service Representative is responsible for providing prompt, efficient and courteous customer service to cooperative members, visitors, employees and the general public. Greets members in person or by phone to respond to requests for information and provide assistance with Habersham EMC products and services. Assists members with complaints and issues with their accounts. Creates new accounts, additional accounts and any ancillary services offered by Habersham EMC.

All employees are required to support HEMC's Mission, Vision, and Values. The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the business needs of Habersham EMC.

1. Provides prompt, efficient, and courteous customer service to members, visitors, employees, and the general public.
2. Greets and accommodates all members in a polite and courteous manner in the office, by phone, or online chat to addresses inquiries.
3. Responsible for preparation of new and current member applications for service.
4. Properly fills out applications and forms related to new service, additional service and any ancillary services provided by Habersham EMC.
5. Informs applicants and members about all Habersham EMC products and programs.
6. Addresses member complaints, issues, assists with payments, and online access.
7. Verifies that all fees, deposits, or unpaid bills have been paid prior to the implementation of service.
8. Maintains accurate records and files for Member Services programs.
9. Composes letters to respond to customer inquiries, requests, and programs.
10. Explains power bills and Trailwave billing to customers.
11. Assists as a Cashier or Receptionist as needed.
12. Attends all meetings as required and works annual meeting duties as assigned.
13. Maintains confidentiality of all consumer and Habersham EMC information and documentation.
14. Prepares reports as needed.
15. Performs other duties and responsibilities as required by management to meet the needs of the organization and our members.

Beyond the essential functions and qualifications outlined in this description, this position is required to:

Demonstrate an awareness that the job exists to effectively serve each and every member, and at every opportunity achieve increased member and public understanding for support of the cooperative.

Education:

Requires a High School diploma/Equivalent.

Experience:

Requires a minimum of two years of administrative experience working with the public, or vocational training plus one year of customer service experience required.

Position Requirements:

Requires effective customer relations skills to interact with members, the public and coworkers in person, by phone, online, and in writing.

Requires ability to become proficient in processing applications, deposits, membership fees, service orders, applicable rates and consumer records.

Proficient in calculating bills.

Requires the ability to inform and instruct members on Habersham EMC's programs, rates, and policies.

Basic computer skills required including proficiency Microsoft Excel and Word.

Detail-oriented and ability to multi-task proficiently. Must be punctual.

Requires a neat appearance and dresses appropriately for the position in accordance with company standards.

Maintains confidentiality of all consumer information and documentation.

Requires the ability to satisfactorily pass Habersham EMC's employment entrance examination and drug screen.

Preferred Qualifications:

Customer Service Specialist certification preferred.

Prior cashier experience preferred.

This position works in a general office environment, directly assisting members and the public.

Requires the ability to move about inside the office to meet with members and communicate in person, by phone and online chat. Requires the ability to maintain accurate computerized records and type or compose various customer correspondence letters, billing, and reports. Requires visual acuity and must be able to communicate and exchange accurate information.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Habersham EMC is a Drug Free Wokplace Employer. Pre-employment drug screens and random drug screens are conducted.

Upon written consent, HEMC will conduct background checks on all new hires in compliance with FCRA guidelines and Title VII of the Civil Rights Act.