MEMBER SERVICES REPRESENTATIVE I

JOB SUMMARY:

Under the direct supervision of the Member Services Manager, is responsible for handling and maintaining all new construction requests, meter sets/disconnects, collection of deposits, various inquiries from members regarding their service, member records and all other member service functions.

ESSENTIAL JOB FUNCTIONS:

1. Responsible for handling all new requests for service, new construction, obtaining signed right-of-way easements, and preparing a check sheet for engineering.
2. Responsible for handling and generating all service orders for meter/outdoor light sets meter/outdoor light disconnects, as well as all other service-related orders, and seeing that same are distributed for processing.
3. Responsible for being able to accurately explain the rate of charges applicable to a service location.
4. Responsible for having a membership application signed by the member, in each member’s history file, as well as seeing that proper charges have been made as per Cooperative policies and that all ID requirements have been received.
5. Responsible for collecting deposits, completing credit checks, or other means of securing accounts.
6. Responsible for handing out or mailing out service information to all new members as required by TPUC Substantive Rules.
7. Responsible for accurately entering all data into member records regarding address changes, personal information changes, changes to the service location description, etc.
8. Responsible for handling complaints from members relating to electric service and/or billing, and for initiating correspondence in replying to same prepared under the signature of URECC management currently in place.
9. Responsible for initiating requests for adjustments for billing or payment changes that are made for a member’s account.
10. Responsible for routine communication with members regarding their accounts and for proper documentation of such contact to the members’ accounts.
11. Responsible for distributing conservation information and material to members as needed. (i.e., energy savings brochures)
12. Responsible for handling and initiating all member-requested meter tests.
13. Responsible for handling inquiries related to delinquent accounts, payments, check returns, and deposits as requested by members or other employees.
14. Responsible for determining if the member qualifies as a Senior Citizen and obtaining necessary documentation.
15. Responsible for determining if the member qualifies as a co-signer and completing the proper forms.
16. Responsible for assisting with extension requests on payment of bills and deposits.
17. Responsible for handling various member inquiries, including but not limited to: URECC website; Smarthub app; documentation for bank draft, budget billing, pre-paid metering, solar; and other programs offered to the member by the co-op.
18. Responsible for communicating with members regarding utility assistance and providing documentation, as needed, to such agencies.
19. Responsible for maintaining a clean and orderly workspace, free of clutter, food, etc., that would otherwise detract from a professional work environment.
20. Responsible for performing other such job-related duties as assigned. Occasionally, will be required to work outside of normally scheduled work hours to accommodate emergencies or outages.

EDUCATION, EXPERIENCE, CERTIFICATIONS:

1. A minimum of a high school education or equivalent is required. One year of business education at a business school or college is preferred, although related work experience may satisfy the business school or college requirements. Also, must have had at least two years of customer service experience of a related nature.
2. Must possess good customer relations, communication, written, oral, interpersonal, and technical skills. Demonstrate the ability to establish and maintain harmonious and respectful public contact by phone or face-to-face interaction, answering members’ inquiries effectively by providing accurate, meaningful, and courteous responses to questions, in a timely manner.
3. Must be able to obtain a thorough understanding and knowledge of all rate schedules, Cooperative policies, and procedures necessary to see that applicable rates are assigned to each account and to accurately establish records for new accounts.
4. Must be proficient in the use of office machines such as computers, keyboards, calculators, faxes, and be familiar with basic computer navigation and software.
5. Must be able to read digital maps to locate correct locations for meter sets and disconnects, and have complete knowledge of all Cooperative policies relating to the same.

JOB COMPETENCIES:

1. Acting with Empathy and Compassion
2. Attention to Detail
3. Fostering Communication
4. Information Gathering and Processing
5. Problem Solving
6. Resilience

WORKING CONDITIONS:

General office environment work; primarily working a day shift. Flexibility to work irregular hours and on call, as required.

PHYSICAL DEMANDS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Light work

Office work performed will primarily consist of sitting at a desk for extended periods of time; frequently operating a computer keyboard; answering the phone, data entry, and communicating with the members; walking to visit with other departments.

WORKING RELATIONSHIPS:

DIRECT

1. Manager – Member Services
2. Dispatch

INDIRECT

1. All other departments and personnel, as needed or requested.

REPORTING RELATIONSHIPS:

1. Reports to: Manager – Member Services
2. Responsible for: Not Applicable