Call Center Representative I/II/III

Job Description

Job Description

Position - Status

CALL CENTER REPRESENTATIVE I/II/III

Who can apply?

MEA Employees & the General Public

Posting Date

September 24, 2026

Closing Date

Open Until Filled

Department

Member Relations

Hourly/Grade

$26.90 Min DOE Grade 5

Union Representation

N/A

Hours of Work

8AM-5PM

Work Location

Wasilla, AK

PURPOSE

The purpose of the Call Center Representative position is to provide exemplary member service to the Association’s members by balancing the concerns of the members and the needs of the Association when determining resolutions in a timely manner.

ESSENTIAL FUNCTIONS OF THE POSITION

The Call Center Representative I performs the below functions at an entry-learning capacity.

The Call Center Representative II performs the below functions with certainty with very little supervision.

The Call Center Representative III masters the below functions, exercises independent judgment and may act in a lead capacity in any of the district offices.

1.     Provide accurate, prompt responses to member inquiries based on the Association’s Tariff, rules and regulations, Bylaws, and policies.

2.     Responsible for member marketing of the Association and knowledge of all products and services offered to a degree that will enable answering questions, or referring members for a specific product or service.

3.     Responsible for member service directed telephone and internet inquiries including, but not limited to receiving applications for membership, new service applications, service changes, connects, disconnects, and landlord agreements.

4.     Issues work order numbers and inputs/updates status of work orders and routes necessary paperwork.

5.     Receives payments from members, in person or through the mail, including drop box and credit card payments.

6.     Assists members that may need assistance processing payments through the online payment system.

7.     Able to work with members with more complex needs with general supervision.

8.     Provides back up support for cashier, balances cash and prepares bank deposits daily.  Maintains cash balance at approved level and obtains change from bank as required.

9.     Prepares cash control sheets, payment stubs, tapes, and all supporting documents on a daily basis.

10.  Types with a high degree of accuracy and performs all types of word processing.  Operates computer terminal for input and retrieval of information, cash payments, connects and disconnects and membership applications.

11.  Becomes an advocate for the Association’s members by taking ownership of and understanding their concerns.  Determines a resolution by balancing the concerns of the members and the needs of the Association.

12.  Answers outage inquiries from members.

13.  Promotes a safety culture in which safety is a value.  This culture is based on joint and individual engagement, ownership, and accountability regarding job safety and responsibility to perform work safely and adhere to safe work practices.

14.