Member Service Representative - Granbury

Position Summary

Member Service Representatives are responsible for providing excellent service to the Cooperative's member-owners while accurately and efficiently carrying out the duties listed in this job description. This position acts as a member's primary point of contact with the Cooperative.

Essential Job Functions

• Read, understand, and comply with Cooperative Bylaws, Tariffs and Employee Handbook/Policy Manual.
• Assist members by telephone, electronically, or in-person with all questions and concerns, appropriately escalating concerns, as needed, to other areas of the Cooperative.
• Direct members and visitors to the appropriate office areas, as needed.
• Process payments received through all available payment avenues.
• Process cash for daily bank deposit, checks for scanning, and accurately balance cash drawer daily, as needed.
• Maintain and validate members' contact information including processing returned mail. Contact members for valid information, as needed.
• Generate service orders that detail the type of work requested to aid service crews' efficient response. Ensure use of the correct service order type.
• Create outage and power quality reports, obtaining all necessary information from members in accordance with Cooperative standard operating procedures.
• Adjust late fees, service charges, etc. in accordance with Cooperative policies and standard operating procedures.
• Process service disconnection requests including obtaining all necessary documentation.
• Accurately update member records with address changes, creating and removing auto draft, etc.
• Negotiate and create deferred payment arrangements in accordance with Cooperative standard operating procedures.
• Explain Cooperative programs to members to aid in decision-making. Assist members in program enrollment.
• Assist members with payment assistance opportunities in accordance with Cooperative standard operating procedures.
• Open and respond to mailed member correspondence.
• Assist members with use of the Cooperative website, member portal, and mobile app including registration, creating notifications, payments, etc.
• Assist members with understanding billing components, power use, encourage efficient power use by offering conservation tips in accordance with Cooperative standard operating procedures.
• Ensure that all Member Service requests are delivered in a timely and professional manner.
• Maintain work environment in a professional manner.
• Perform all other duties, as assigned.

Position Requirements

• Education Requirements:
  • Minimum of a High School Diploma or equivalent required. A minimum of a two (2) year associate degree in a related field is preferred.
• Experience:
  • Basic service experience preferred.
• Job Training:
  • On-going training in member service, software applications, and Cooperative bylaws and tariffs required.
• Communication Skills:
  • Speaks clearly and persuasively, listens and effectively responds to questions in an appropriate manner. Writes clearly and informatively.
  • Demonstrates professional and friendly attitude with the ability to develop a rapport with member owners and peers.
• Job Knowledge & Skills:
  • Displays ability to understand and perform the duties, methods, and procedures required by the job. Maintains currency of knowledge. Pursues training and development opportunities to continuously build knowledge and skills.
  • Follows all applicable Cooperative standard operating procedures, job aids, etc. when performing tasks.
• Quality Service & Teamwork:
  • Actively participates in and supports team efforts.
  • Displays ability to prove accurate and efficient job performance.

• Ethics:
  • Demonstrates commitment, personal integrity, dedication, cooperation, positive behavior, adaptability, and flexibility with changes when conducting all required duties. Is dependable and adheres to all company policies and procedures.
  • Treats people with respect, accepts responsibility of own actions, works with integrity, and strives to uphold values of the organization.

Relationships

• Reports to Member Service Supervisor.
• Works with Member Services, other Cooperative departments, and members necessary to carry out the duties of the position.

Physical Demands

(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)

• Heavy lifting or moving of materials: N/A (Up to 10 pounds or less)
• Operates Equipment: N/A
• Operates Office Machines: Frequently - PCs, copy, fax machines, mail sorter, 10-key, telephone
• Standing: Rarely
• Walking: Occasionally
• Awkward Position (stooping, bending, etc.): Rarely
• Climbing Maximum: Rarely-Step Stool feet maximum height
• Eye-hand Coordination: Must be able to operate required office equipment.
• Location: Primarily indoor
• Work Conditions: Very little overtime, only as needed. Potential for rotating shifts during storm situations.