Member Services Representative I

Member Service Representative

The primary responsibility of the Member Service Representative (MSR) is to provide high quality, effective and efficient service and technical support to all membership and potential membership of CTC. Ensure member satisfaction by providing targeted member service when answering all incoming telephone calls or walk in members. Provide members with basic technical support as well as communicating with members through online web portals. MSR's will partner with all departments and technical support in resolving member issues. MSR's will effectively communicate with the CTC membership in verbal and written format.

Reports To: Member Services & Government Affairs Manager

FLSA Status : Non-Exempt

CTC MISSION: To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.

CTC VISION: Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.

Job Family: This position has three distinct levels within the family of positions. These levels include Member Service Representative I, Member Service Representative II, and Member Service Representative III. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.

Member Service Representative III: This position will perform at the highest level of the job family. This position must show and have the ability to exceed and excel in all job functions, including above average call volume statistics, improvements in call coaching statistics, and exceptional member experience skills along with being a positive encouraging MSR Team member. This position will focus on the start to finish member service experience. THE MSR III will focus their skills towards training, efficiency in daily processes, complex member issues and data integrity. The MSR III will have a broad understanding of the overall company product and services as well as have the technical ability to troubleshoot entry level technical issues and appropriately communicate those issues amongst departments in written and verbal form.

Member Service Representative II: This position serves as an experienced and solution-based Member Service Representative. The MSR II will have the ability to perform all functions of the MSR essential job functions at an advanced level, in addition to utilizing high levels of both technical and product-based problem-solving skills. Defusing angry members by listening, respectfully communicating and appropriately troubleshooting are required. The MSR II will be able to write complex member orders and have a broad understanding of all CTC products and services. The MSR II will be an excellent communicator in both written and verbal form and will be able to communicate effectively with members via email, live chat tools and social media platforms. The MSR II is able to up-sell and retain products and services to members.

Member Service Representative I: This position will support the day-to-day calls and perform all essential functions at a basic level. The MSR I will have the ability to communicate effectively with members and properly assess the member's needs with billing and services, including some technical troubleshooting. The MSR I will perform general administrative support to the MSR department. The MSR I will be required to sell, up-sell and retain CTC products and services to members and be able to communicate effectively with members in verbal form, email and Live Chat tools.

Supervision Received: Works under the direction of the Member Services & Government Affairs Manager and/or Senior Management.

Supervision Exercised: None

Essential Requirements:

• Ability to communicate effectively.
• Knowledge of standard English, spelling, grammar and vocabulary.
• Ability to follow written and oral instructions.
• Skills in operating technical work devices and proficiency with MS Office platforms.
• Advanced proficiency in operating telephone system and understanding callers requests.
• Skills in prioritizing, organizing and paying close attention to detail and the memory to retain pertinent information.
• Ability to meet inflexible deadlines and perform non-predictive multiple tasks with frequent interruptions.
• Ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
• Ability to function effectively as a team player and within a team environment.
• Make appropriate decisions in accordance with established company policies and procedures.
• MSR may be required to work outside of regular business hours.
• Working ability to sit for long periods of time entering data at a computer and using the phone/ headset.
• Advanced ability to maintain efficient workflow.

This position has an extremely high value of direct impact on membership satisfaction and has a direct impact on sales and retention of customer. Failure to effectively perform the essential functions of the job can result in financial hardship to the Cooperative by impacting revenues.

Education and Experience:

Member Service Representative I - High school diploma or equivalent. Three or more years of customer service experience.

Member Service Representative II High school diploma or equivalent. Five or more years of customer service experience, demonstrating the ability to resolve complex customer issues. Must demonstrate solutions-based customer service approach when interfacing with a member on service or billing related issues.

Member Service Representative III High school diploma equivalent. Documented training in leadership and/or supervisory programs. Five or more years of customer service experience. Must demonstrate solutions-based customer service approach when interfacing with a member on service or billing related issues.

Each position must have a working knowledge of general accounting practices and methods within a customer billing system. Previous experience in telecommunications, technical disciplines and sales is preferred.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel and finger equipment to complete assigned job tasks. This position requires prolonged periods sitting at a desk, answering phone calls, and working on a computer. The employee is regularly required to be able to lift, climb, stoop, kneel, pull and push. The employee frequently must be able to lift up to 25 pounds.

Travel: Travel may be required for the purpose of meetings and trainings. Overnight travel may be required if traveling outside of CTC's existing service area.

Supportive Relationships: Internal All employees should work together toward a common goal of continued progress of the company. The employees shall attempt to maintain pleasant working relationships with those in their own and other departments.

External Employees shall remember that quality service is the only reason that the company is in existence. To the individual customer, that employee is CTC.

Work Environment: While performing the essential duties of this job, the employee is regularly exposed to moderate noise (i.e. business office with computers, phone, printers, light traffic); ability to work in a confined area (i.e. office cubicle); and ability to sit a computer terminal for an extended period of time.

This factor measures the surroundings and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

• Good working conditions with the absence of disagreeable conditions.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Key Responsibilities:

Results:

Member Service 20%

1. Provide professional, friendly and helpful member service by assisting members with product, services, and billing questions.
2. Answer all incoming calls into the member service center.
3. Assist walk-in members and potential members face-to-face.

Technical Support 15%

1. Provides technical support and basic troubleshooting with customer trouble tickets.
2. Provides basic support in troubleshooting ONT's, including changing passwords and activating or deactivating wireless services.
3. Listen and appropriately respond to member complaints. Generates trouble tickets as appropriate.

Billing 20%

1. Receives credit card payments over the phone and encourages e-billing for CTC members.
2. Receive payments for services. May create bank deposits and maintain files for account receivable.

Sales & Retention 20%

1. Focuses on membership retention, specifically when talking to members that are considering other providers for services and explains the benefits of CTC and membership.
2. Accepts orders from existing membership for additional services. Verifies with members the