Member Services Representative

Job Title

Provides comprehensive phone support for the Cooperative during business hours, supporting a variety of needs of the membership while ensuring all communications align with the desired tone. Administers opening and closing of office during business hours, assisting all lobby visitors, as appropriate. Responsible for all payments received. Handles requests accurately and promptly, maintaining individual member files. Administers maintenance of Cooperative programs, products, and services as directed.

Job Description

This position has 35-40 hours per week available but it does not include any benefits. The full details of this position are covered during the interview process.

Objectives:

• Provide maximum service to the membership by rendering prompt, professional, accurate, efficient, and courteous service that will increase satisfaction and promote good will between the Cooperative and its members.
• Maintain a working knowledge of all areas concerned with member accounts, including the current bylaws, Terms and Conditions, rates, company policies, operating procedures of the Cooperative, etc.
• Work as a team member within the workgroup to achieve the goals, objectives, and work plan of the department and represent Member Services' viewpoint as required on teams.

Duties and Responsibilities:

• Provide immediate, accurate, and courteous member service, and coordinate necessary follow-through with other departments in an effort to achieve complete member satisfaction. Member services representatives will communicate with members using various means of communication, including but not limited to phone, email, mail, and fax. Member services representatives work in a call center environment utilizing a member information system program. Ensure communications with members are impactful and align with our desired tone.
• Responsible for processing, updating, researching, and maintaining member/business information, member account information, member correspondence, online form submissions, and making reminder calls to overdue accounts, as needed.
• Accurately process member medical necessities, unclaimed capital credits, capital credit estate retirements, and the cooperative's collection of bad debt. In addition to full knowledge and understanding of each, submitting accurate and concise reports/documents, tracking/reporting, and continuous process improvement are expected.
• Support Engineering and Operations Departments, to include advising members, investigating, and collecting required information for new service/repairs and outages. Internally, support is provided through technical knowledge on iVUE service to include training and education on products, services, and member benefits. A thorough understanding of interdepartmental processes is necessary to provide members with accurate information. Appointment scheduling with members and contractors is needed, gathering detailed information relative to the reason for the appointment.

Job Related Qualifications

Education:

High school diploma or equivalent is required. Previous related job experience or additional education is desired. At least two years of customer service experience is required.

Job Knowledge:

Foremost, among the many requirements of this job is to provide professional and courteous service to our members. Honesty, a professional attitude and manner, and a positive outlook are necessary to provide the service our members deserve and expect. In order to maintain and promptly render professional service to our members, it is imperative that all records and transactions generated by this position be both highly accurate and timely in their rendition.

Abilities and Skills:

Must have the ability to:

• Become proficient in the use of the Cooperative's in-house data processing systems in those areas assigned.
• Possess basic computer skills, including a working knowledge of Microsoft Office products including but not limited to: Outlook, Excel, Word, and PowerPoint as required by job responsibilities.
• Considerable skills in effectively dealing with a variety of people under different and sometimes difficult circumstances.
• Working knowledge of general office procedures and equipment.
• Good written and oral communication skills and project a professional image.
• Maintain complete confidentiality in the performance of duties and responsibilities of the job.
• Communicate with and develop good working relationships with fellow employees.
• Ability to simultaneously enter data while speaking with members over the telephone.

Working Conditions:

Working hours will be scheduled with the Cooperative's hours of operation. Extra hours may be required occasionally due to workload, special projects, and training. Must be available to work all hours during emergency conditions. Daily schedule of work may be varied. Occasional overnight travel may be required to attend professional development seminars and certificate training.

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all duties and responsibilities of personnel so classified.

Notice of Equal Opportunity Employment

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. We fully consider all qualified applicants including those with a criminal history.