Seasonal Member Experience Specialist

Job Description

Job Description

The role

This is a seasonal role with a maximum of 1,000 working hours.

As a Member Experience Specialist (MES) your role involves delivering prompt, efficient, and courteous service to YVEA's member-owners. As a MES, you will be the "face" of YVEA and interact with members daily by managing our front office duties. Typical duties include responding to member calls, emails, and walk-ins, assisting with inquiries about billing, payments, rates, and electric usage, managing payment arrangements, answering questions regarding different programs, and entering service orders.

The role requires accurate data entry, solid customer service and cashiering skills, and an understanding and application of YVEA policies. Additionally, one must have attention to detail, proficiency with computers, the ability to work independently, and a good team player. Communication will be key in this role because a MES works directly with members across different departments and in two different offices.

Key responsibilities

• Provides friendly and helpful support to our member-owners via email, phone, and face-to-face interactions; ability to maintain composure and defuse potentially stressful situations
• Provides cashier services for collecting payments, deposits, or other monies, including miscellaneous receivable invoices; issues receipts and assigns amounts to proper accounts.
• Responsible for answering all incoming calls to our main phone line. This can include transferring those calls to other departments, entering in outage information, transferring to dispatch, or escalating to a supervisor.
• Front desk responsibilities include being the "face" of YVEA for all walk-in traffic to the office and facilitating their visit by getting them to the person they are seeing, having them check in, giving them guest badges, etc.
• Reconciles daily cash collections, balances cash stubs, entries on cash collection sheet, and funds against cash drawer; prepares daily bank deposits.
• Posting meter reads to accounts.
• Initiates mass payment processes, including Remit, manually entered batch check payments, autopay ACH, and recurring credit card files to the bank, and uploads to the members' accounts.
• Sets up member accounts to reflect participation in YVEA member programs such as rebates, surge protection, Green Choice, income-qualified solar programs, and budget billing.
• Knowledge of YVEA rules and regulations, policies, and operating procedures; shows good judgment as to when and how to apply applicable governing principles.
• Maintains knowledge of programs and how they benefit the members, for example, rebate programs, net metering, payment programs, community payment programs, and much more.
• Manage the billing inbox to ensure member requests are handled accurately and efficiently.
• Create and execute service orders for various requests, such as new services, disconnections/retirements, reconnections, service transfers, upgrades/new construction, tree trimming, rebates, and security lights or equipment issues.
• As needed, help with back-office tasks.

Key skills

• Strong verbal communication, data entry, and cash handling skills.
• Accurate with high attention to detail.
• Ability to accurately handle and account for designated cash receipts.
• Ability to work independently and as part of a team, establishing and maintaining effective working relationships, and being a good team player.
• Ability to work in a fast-paced environment with speed and accuracy.
• Ability to maintain confidential information.
• Proficiency with the Microsoft Office Suite (Outlook, Word, Excel, and Teams)
• Proficiency with 10-key (preferred)

Key experience

• High school diploma or Associate's degree (preferred) in Accounting, Bookkeeping, banking or a closely related field
• Minimum of two years of experience in customer service or a relevant field
• A clean drug screening test, excluding THC
• Satisfactory background check

Perks

• Sick time

Candidates must pass a drug screen, excluding THC.