Member Service Representative

Member Service Representative

The Member Service Representative responds to members' inquiries or complaints regarding the organization's products or services, determines best method to resolve problems to ensure member satisfaction following the organization's policies, coordinates problem resolution with appropriate departments, informs members of standard procedures or resolution of problem, follows up to ensure member satisfaction, and possesses knowledge of the organization's policies, procedures, practices, products and services. The position contributes to a safe, compliant, and efficient workplace within an electric and broadband utility environment.

Essential Functions

• Maintain knowledge of all Member Services duties and provide support in various areas as needed.
• Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
• Process membership applications, service orders, and required reports.
• Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
• Educate members/customers about the Cooperative's services and programs.
• Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
• Collect, research, and process payments both in person and over the phone.
• Assist the Member Services Coordinator with projects and special assignments.
• Cover vacancies and assist in areas requiring additional support.
• Travel between area offices, as needed to fulfill job responsibilities.
• Comply with all AEC policies, procedures, and safety practices; participates in required safety meetings and training; and promotes a positive and professional image of the Cooperative.

Competencies

• Ethics and integrity
• Oral and written communication skills
• Negotiation skills
• Analytical and critical thinking
• Organizational awareness and alignment
• Collaboration and teamwork
• Professional and technical credibility
• Project and time management
• Adaptability
• Risk awareness and compliance
• Service orientation

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

This is largely a sedentary role, however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear.

Travel

Periodic travel to state and local destinations, as well as some interstate travel is required.

Required Education and Experience

MSR-I

• High School graduate, with business courses and exceptional customer service experience.
• Proficient use of telephone, computers, and communication equipment.
• Working knowledge of principles and practices involved in basic office procedures and record keeping.
• Experience in meeting and dealing with people both over the telephone and in the office.
• One year or more of customer service experience.

MSR-II

• All of the above education and experience plus three years or more of customer service experience.
• Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
• The Electric Cooperatives of SC Member Service Certificate.

MSR-III

• All of the above education and experience plus five years or more of member service experience with AEC.
• Ability to calculate AEC rates efficiently and communicate rates to members.
• Proficient knowledge of Cooperative programs, policies, and practices.
• Must demonstrate leadership within the department.

Preferred Education and Experience

MSR-I-II-III

• Two-year degree with business courses in bookkeeping.

Additional Eligibility Qualifications

• Valid Driver's License
• Legally eligible to work in the United States

EEO Statement

Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At-Will Employment Statement

This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.

This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.