REMOTE! CLIENT SERVICE REP

Position Overview

To provide prompt, efficient, and courteous service with regard to receptionist duties, member/customer information, collection of member payments, and member application for service; to work and communicate in a team‑oriented environment in accordance with the Cooperative's mission, vision, and values.

Minimum Job Specifications

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Education

High school diploma or equivalent with applicable specialized training beyond high school. Post‑high‑school training that includes the fundamental principles of accounting and their application to consumer accounting.

Experience

A minimum of one (1) year of responsible and comprehensive experience in cashiering, customer service, and/or general office work. Preference will be given to individuals with experience in customer service in a financial, banking, or equivalent industry or utility/servicetype organization.

Knowledge

Working knowledge of principles related to duties of the position, including basics of consumer accounting methods, determining priorities of work, meeting schedules, office procedures, controls applied to preparation of electric service bills, posting, cashiering, reconciliation with controls, and preparation and interpretation of reports utilizing data processing methods. Ability to pursue continuous self‑development in and outside of work hours to further knowledge and accept increasing responsibilities.

Skills

Effective leadership, excellent written and verbal communication, ability to work in a team environment, cooperation, performance, contribution to department goal of providing excellent customer service, interpretation of oral and written instructions, analysis of procedural problems, preparation of corrected bills, error reconciliation, interdepartmental communication, meeting schedules, maintaining effective business contacts, sound judgment, and decision making within approved procedures.

Working Relationships and Conditions

Reports to: District Office Supervisor

Directs: None

Internal: Foster supportive relationships essential to the fulfilling of the functions of this position, achieving expected results and encouraging teamwork and Cooperative spirit and vision.

External: Maintain relationships with member‑consumers, the general public, and other contacts to assure satisfactory results.

Requires sedentary work: visual acuity for machine operation, repetitive motions, hearing, talking, feeling, grasping. Lifting, pulling, pushing, walking, reaching, standing, crouching. No substantial exposure to adverse environmental conditions.

Essential Functions

All Member Service Reps (District) are to be available to work both in office and remotely as needed. When working remotely, the Member Service Rep (District) will fulfill the essential responsibilities while remaining off campus, using information and communication technologies.

Process applications for service from members and issue service orders as necessary, in person, via phone, electronically through e‑mail.

Orient new members with regard to company billing and collection procedures and Cooperative history; maintain filing records as required.

Receive payments for electric bills, deposits, membership fees, and other charges through mail and in person; process all payments per established guidelines via cash drawer, credit card machine and Remit Plus.

Prepare and process bank deposits and daily cash collection reports.

Maintain controls on fees and amounts paid to ensure proper charging to the system; provide reports as necessary.

Handle member inquiries regarding billing and company procedures, making necessary adjustments according to established procedure. Respond promptly by telephone, letter, or in person; provide two‑way radio communication with Jackson EMC personnel in a courteous and professional manner.

Reconcile any unusual items (billing, rates, etc.) that may appear on a member's record promptly and efficiently.

Prepare required items for a member's account such as bank drafts, bad debt payments, refund checks, membership applications, delinquent notification notices, and orders to disconnect.

Input and verify required data into the computer system as required (timesheets, vouchers, meter readings, etc.).

Provide relief duty for other jobs within the department and assist other departments when directed by supervisor.

Maintain balancing of cash deposits daily.

Oversee and disburse electronic service work via software currently utilized.

Assist members with the operation of indoor and outdoor kiosks.

Complete Smart Hub tasks as needed: customer inquiries, requests for service, and account maintenance. All tasks processed in a timely fashion and completed by end of each business day.

Assist with training of new Member Service Representatives (District).

Assist by preparing letters, forms, and other information mailed to members such as letters of credit, copies of bills, or other account‑related member requests.

Leave work area neat and orderly at end of workday.

Be familiar with and follow the best safety practices set forth in the Cooperative's Safety Manual.

Attend and participate in annual meeting as required or directed.

Perform other functions or duties as required or directed.

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