Member Services Representative

Description

Wright-Hennepin Cooperative Electric Association is a member-owned, not-for-profit electric utility that provides power to rural Wright County and western Hennepin County. The cooperative has been a corporate citizen to the area since 1937 and currently serves more than 50,000 electric accounts.

The Member Service Representative is responsible for creating a refreshing, gratifying service experience for members and customers. The MSR will consistently exceed expectations, follow through on promises, and appreciate members and customers for their business. The position requires a high level of attention to detail and accuracy in work.

Pay and Benefits

$23.00 - $25.00/hour, based on experience 

We offer medical, dental, and vision plans, a generous company 401k match, company contributions towards HSA, PTO, and holidays.

KEY RESPONSIBILITIES

Member Service

• Answer incoming telephone, mail, live chat and email inquiries/request related to: billing, metering, high usage, account information, members and customers starting/canceling service, entering payments, creating payment arrangements, event participation, and potential other questions regarding services provided by the cooperative.
• Provide courteous and professional service to members and customers and adhere to service standards set by the Cooperative.
• Act as the initial service call contact for members and customers with service problems such as water heaters, air conditioners, security systems, as well as various WH Services.
• Complete courtesy calls to members/customer regarding high/low usage concerns, payment processing issues, etc.
• Update database/billing software with information pertaining to member/customer inquiries. 

Sales

• Make sales for WH products and services such as WH Appliance Repair, WH Tree Services, EZ pay, e-billing, budget billing, water heater replacements and other products.
• Notify applicable internal parties of any issues including, but not limited to billing, payment, internet, phone, service. 

Events Planning and Administrative Support

• Assist with planning and working at special events as assigned. Work at the annual meeting and occasional after-hours WH events.
• Provide back-up receptionist support. Work at the front desk and handle walk-in requests. Answer incoming phone calls and route as needed.
• Complete shared administrative tasks as assigned by supervisor including, but not limited to: collating mail, creating reports, stuffing envelopes and research.
• Notify applicable internal parties of any issues including, but not limited to billing, payment, internet, phone, service.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Requirements

Education and Experience

• High school degree or equivalent required
• 3+ years of customer service experience including handling high volume of phone calls required
• Experience working with billing software preferred
• Strong computer skills and familiarity with Microsoft Office suite
• Ability to work scheduled hours with occasional overtime, sometimes during non-working hour

JOB SPECIFIC COMPETENCIES

Member / Customer Service

• Displays courtesy and sensitivity
• Manages difficult or emotional situations
• Meets commitments
• Responds quickly to member / customer needs
• Solicits member/customer feedback to improve service

Dependability

• Responds to requests for service and assistance
• Follows instructions, responds to management direction
• Takes responsibility for own actions
• Keeps commitments
• Meets attendance and punctuality guidelines

Productivity

• Meets productivity standards
• Completes work in a timely manner
• Strives to increase productivity
• Works quickly
• Achieves established goals

Self-Management

• Regulates impact of own emotions upon others
• Remains focused and energized under stress
• Accepts criticism and recovers quickly from setbacks
• Projects realistic self-confidence in abilities

WORKING CONDITIONS/ PHYSICAL AND MENTAL DEMANDS

Work in a climate-controlled office environment with minimal physical exertion. Activities include work at the computer terminal and interaction with Wright-Hennepin personnel via verbal, written, and computer technology communication.