Member Service Specialist

Position:               Member Service Specialist

Reports To:         Member Service Supervisor

Department:       Member Services

Purpose:

To accept and process membership applications; to assist with member inquiries or complaints; to provide assistance with service and work orders; to provide efficient and courteous service in handling the collection of payment on member accounts; to maintain accurate records of member accounts in accordance with approved accounting procedures.

Minimum Qualifications:

• High school graduate or equivalent.


• Minimum 1-year experience in an office environment interacting with the public and handling cash.


• Excellent problem-solving skills and solution oriented.


• The ability to navigate multiple technical systems while multi-tasking to ensure members are served well and efficiently.


• The ability to demonstrate a high level of competency and excellent customer service in a fast-paced environment.


• The ability to learn North Georgia EMC’s policies and procedures.


• The ability to obtain and/or maintain a valid Georgia driver's license.


• The ability to satisfactorily pass North Georgia EMC’s pre-employment, post-offer physical
  examination and drug screen.

Preferred:

• Associate degree in business or accounting.


• Bilingual (English/Spanish).

Job Functions:

• Properly receives and processes service orders and member applications.


• Accurately develops computer file of member accounts and assigns appropriate account numbers.


• Accurately analyzes and collects any arrears due NGEMC in accordance with established procedures.


• Properly informs members about rates, all special programs and policies.


• Verify requests for service paid the appropriate membership fees and deposits or any previous unpaid bills prior to the implementation of service.


• Tracks customer accounts for any open arrangements. Immediately enters all arrangements into the SEDC computer system.


• Provides accurate service to members by timely processing of member transactions.


• Effectively responds to member inquiries and requests and notate action taken in UPN.


• Collects balance due on active/inactive accounts and assists with tracking and billing of accounts.


• Maintains confidentiality of all consumer information and documentation.


• Adhere to the Cooperative values and goals of NGEMC and the MS department.


• Other tasks and duties as assigned.

Core Competencies:       

• Excellent oral and written communication skills.


• Ability to handle situations involving conflict.


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


• Ability to become proficient in utilizing all applicable software and databases.


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


• Flexibility of irregular hours for assignment completion.

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.