Position Summary: Under the Direction of the Business Manager, provides quality member services by responding to member service inquiries related to member service accounts, service orders, billing, payments and other member service programs. Also assists in any way needed in the general office area and other departments when needed.
Responsibilities and Competencies: The following responsibilities and competency statements are essential functions of this position and are intended to describe the general nature and level of work being performed by employees assigned to this job function. These statements are not intended to be construed as an exhaustive list of all responsibilities of personnel so classified. The person in this position may be asked to perform additional duties as assigned by the General Manager/CEO or Direct Supervisor.
Responsibilities include the following. Other duties are as assigned:
Responds to general member service inquiries either by telephone or from walk-in members related to member accounts, billing inquiries, payments, high bill concerns, member complaints, notification of outage incidents and other service orders.
Process and updates member service orders within the customer information system, including new member connects, transfers, meter exchanges, trouble calls and high bill concerns.
Assists the Billing Supervisor, with the billing process including reviewing high-low usage reports, resolving billing errors, posting meter readings from new or missed meter reads, processing billing adjustments, initiating action on return checks, responding to bill extension requests, processing member deposits, initiating delinquent collection orders and processing service fees to member accounts.
Process and remit billing payments from members. Prepares deposits for billing and ensures the balance of daily cash posting agrees with cash deposit totals.
Sets up bank drafts and automatic credit card for members’ accounts and ensures they are processed.
As needed, tracks and prepares reports of member service activities.
Assists with accounts receivable activities and general accounting functions as needed.
Determines needs of customers and general public visiting MEC office, escorts or directs to the proper person or department for desired information and/or assistance.
Answers telephone, route calls and takes messages for all departments. Makes outbound calls to members as needed.
Prepares letters, memorandums, reports and work on special projects as requested.
Prepares and processes standard member correspondence related to member service function.
Assists with general administration activities, including training of employees for time sheet entry, tracking employee travel expenses, general clerical activities and assisting with back-up process of daily posting on main customer information system.
As directed, assists other departments including the posting of mapping data within the computerized mapping system, transmitting and receiving information over the dispatch radio system, providing coordination support of work orders and processing of meter data.
Assist Department Managers to document related procedures for maintaining and processing member accounts and other member service activities.
Completes OSHA reporting regarding injuries and accidents of employees.
Acts as custodian for Department of Transportation records.
Process accounts payable invoice for payment.
Attends and participates in training programs for improvement of job knowledge, skill and safety.
Follows policies and procedures; upholds organizational values; works with ethics and integrity.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.
Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance.
Focuses on solving conflicts, not blaming; listens to others without interrupting; keeps emotions under control; remains open to new and to others’ ideas.
Speaks and writes clearly and informatively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
Develops workable implementation plans; communicates changes effectively; prepares and supports those affected by change; monitors transition and evaluates results.
Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions.
Pursues training and development opportunities; strives to continually build knowledge and skills; shares expertise with others.
Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
Treats people with respect in actions and speech; supports affirmative action and respects diversity.
Exhibits sound and accurate judgment; includes appropriate people in decision making process.
Prioritizes and plans work activities; uses time effectively; sets and achieves challenging goals.
Adapts to changes in work environment; manages competing demands.
Volunteers readily; asks for and offers help when needed.
Maintains and promotes a positive, professional attitude.
Views the Cooperative as a unit of interdependent functions and assists when needed.
Is consistently at work and on time; ensures work responsibilities are covered when absent.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: High school diploma or equivalent; Previous customer service representative or public contact position desired. One to three year’s experience in electric utility distribution system or other equivalent professional setting is preferred.
Certifications/Licenses: A valid ND Class D driver’s license is required.
Knowledge: Basic understanding of how PC based Window’s software operates.
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of organization.
Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms, talk and hear. The employee is regularly required to stand, walk or sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. The employee will routinely lift and/or move a minimum of 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.