Branch Office Rep I

Position Summary:

Responsible for member relations, receiving payments, resolving member inquiries, and interpreting member billing questions.  Creates various types of service orders for utility services.

Essential Duties and Responsibilities:

1. 
   Serves as a first point of contact for the Co-op’s members visiting the office, over the phone, or via email correspondence. Determine the information or service being requested and perform the service required, direct the person to the appropriate employee, or take messages as needed to promote the organization’s goal of excellent service.


2. Receives member payments both via mail and over the counter, ensuring proper keying of payments to ensure that member accounts are properly credited and deposited on a timely basis.


3. Provides members with billing information such as billing dates, delinquent dates, and associated late charges, bill amounts, collection dates, and collections charged, construction costs both in the office and over the phone.


4. Creates service orders for new services, termination of service, upgrades of service, meter changes, and other service requests.


5. Receives and enters interruption reports from members.


6. Assists members with various products sold by the Co-op (cookbooks).


7. Assists members with mobile app login problems, navigation, and credit card draft setup.


8. Occasionally dispatches using a two-way radio.


9. Position is subject to travel as necessary for training, meetings, or to provide assistance to other offices.


10. In addition to these responsibilities, may be assigned by the Branch Office Supervisor or Member Services Manager to perform other duties from time to time.

Education:

High school diploma or equivalency is required.

Experience:

Two years of prior experience as a cashier, receptionist/secretary, or in customer relations is preferred.

Job Knowledge:

Must have a working knowledge of business practices. Continuing education in computer applications such as word processing, spreadsheets, and databases is preferred.  Knowledge of rural electrification and cooperative programs (rates, billing, software, and collection policies) is helpful.

Abilities and Skills:

1. 
   Must be well organized, personable, and able to exercise discretion and use sound judgment in dealing with people and confidential information.


2. Must possess excellent computer skills with word processing, spreadsheets, and databases.


3. Must possess excellent communication skills in English, both in written and oral forms, and be able to communicate with the public and co-workers.


4. The individual must possess proficient typing skills.


5. The individual must be able to perform arithmetic functions and be proficient with ten-key.


6. Must possess a valid Texas Driver’s License with a good driving record.


7. Bilingual (Spanish) abilities are preferred.

Working Environment:

This position is primarily a sedentary position, which requires sitting most of the time inside an office building with the usual office conditions.  This position will normally have regular hours of work with irregular volumes of activity.  This position requires exertion of up to 25 pounds of force occasionally and/or a negligible amount of force frequently.  Light lifting of generally 25 pounds or less is required.  This position requires the individual to perform repetitive motions and possess manual dexterity for duties such as dialing and keyboarding.  The individual must be able to use office equipment such as a copier, facsimile, calculator, computer, and printer. The individual has normal work hours; although, overtime is sometimes required, including call-outs during emergency/disaster situations.