Member Service Representative

Position:               Member Service Representative

Reports To:         Member Service Supervisor

Department:        Member Services

Purpose:

To assist with general internal member service functions within the Cooperative, including cashiering, arrangements, new accounts, storm response, billing inquiries, outage reports, and other member related service work.

Minimum Qualifications:

• High school graduate or equivalent

Preferred:

• Associate's degree in business or accounting


• Bilingual (English/Spanish)


• Previous, recent cash handling experience

Job Functions and Core Competencies:

Step 1

• Becomes proficient in cashiering duties at the drive thru


• Becomes proficient at setting arrangements


• Becomes proficient at interpreting and relaying billing questions


• Collects required connect information to establish new accounts


• Becomes proficient at balancing the cash drawer daily with minimal issues


• Consistently meets or exceeds all benchmark service requirements.

Step 2

• All Step 1 functions plus the following additional competencies.


• Becomes proficient at processing payments and arrangements over the phone.


• Respond to billing inquiries over the phone


• Process outages over the phone using call manager application


• Participate in the Storm Bird outage groups

Step 3

• Trains in all service orders and connects process (approx. 12 months).

ALL TIERS

• Maintains confidentiality of all consumer information and documentation


• Ability to prioritize projects and tasks


• Adhere to the Cooperative values and goals of NGEMC


• Excellent typing skills and proficiency in the use of general office equipment


• Proficiency in computer-based programs and the ability to quickly learn new technologies


• Ability to thrive in a fast-paced work environment


• Ability to support team and lead by example with attitude, attendance, and helpfulness to members and coworkers


• Strong commitment to service, teamwork, accuracy, and stewardship


• Detailed oriented


• Flexible and adaptable to changing work situations, priorities, and locations


• Subject to work at any office location as requested by supervisors


• Flexibility of irregular hours for assignment completion


• Ability to learn North Georgia EMC’s policies and procedures


• Ability to obtain and/or maintain a valid Georgia driver's license


• Ability to satisfactorily pass North Georgia EMC’s pre-employment, post-offer drug screen, background, and credit check


• Other tasks and duties as assigned

Core Values:

• Safety: Continually adheres to regulations and ongoing training to maintain a safe work environment for all.


• Operational Excellence: Works smart and efficiently to provide exceptional reliability and is a sound financial and economic steward. Collaborates to develop the best solutions.


• Engagement and Growth: Takes responsibility for own actions, success and growth. Expresses commitment to work hard, with a positive attitude. Demonstrates good judgement and embraces constructive criticism and challenges. Seeks opportunities to learn and share knowledge.


• Integrity: Honest, respectful, kind and trustworthy. Brings a positive influence and values diversity. Eager to own, apologize and fix mistakes promptly and follow through timely on commitments. Maintains confidentiality.


• Teamwork: Provides assistance, information or other support for the team to build or maintain relationships.


• Customer Commitment: Puts the convenience of the members and internal customers first; asks for and values opinions of those whom they serve. Provides solutions with a sense of urgency and concern while being present, open and empathetic.


• Community Minded: Desires to make a difference in the communities served by NGEMC.


• Change: Constantly seeks opportunities to develop better services and more efficient processes.

Physical Demands:

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities (some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees).  Requires physical ability in reaching, stooping, standing, walking, lifting, must be able to lift small objects with the fingers, grasping, talking, hearing, repetitive operations, and defined sedentary work.  Visual acuity required with administrative machine operation.

Working Conditions:

General office environment: requires the flexibility to work irregular hours for assignment completion; requires the ability to work during emergency situations and availability during inclement weather.