Reporting Relationship: Member Relations Supervisor
Who We Are:
FreeState is the largest rural electric cooperative in Eastern Kansas, with more than 15,000 member-owners. It functions as a democratic, not-for-profit organization. We are controlled by our members who actively participate in setting cooperative policy and making decisions in the best interest of the cooperative. Unlike investor-owned utilities, our profits are returned to our members as capital credits.
The Member Services Representative is responsible for providing courteous member services through the collection of bills, routing of calls and the receipt of service orders, outages and other member information. The Member Services Representative presents a positive image of the Cooperative and displays a friendly, caring attitude.
Answers telephone and responds to routine inquiries by following the Front Office Procedure guide detailing the proper handling of all calls received.
Ensures the Cooperative telephones are properly attended at all times.
Answers telephone during outages and coordinates information by taking messages and relaying emergency information to the Line Department and Assistant General Manager and/or appropriate department managers.
Processes payments for electric bills, deposits, and accounts receivable bills by receiving over the counter, drive up window, mail in receipts, and night drop deposits.
Processes new member accounts and closes existing member accounts using the NISC service order system.
Performs front office duties which may include, but are not limited to, balancing counter drawers, capital credit letters, and UA collection reporting.
Receives office visitors and properly refers them to appropriate personnel.
Types letters and reports as required and directed by the Member Relations Supervisor.
Prepares monthly reports as required.
Files member and financial correspondences, reports, and other data as directed by the Member Relations Supervisor.
Prepares letter of credit, nonsufficient funds, and meter access letters.
Completes address changes from the post office or directs changes to appropriate personnel.
Scans all paperwork for members’ accounts into computer for permanent storage.
Assists the Member Services Department in processing and mailing monthly bills for members.
Assists the Member Services Department in processing member accounts to be disconnected in accordance with Cooperative Rules and Regulations.
Changes member rate category, as appropriate.
Adjusts members’ bills for corrections and errors, as necessary.
High School Diploma or equivalent is required.
One (1) year related experience and/or training is required.
Knowledge and experience working with standard office equipment including computers (10-key and keyboard), copiers, printers and scanners.
Advanced proactive customer service and follow-up skills with the ability to maintain a professional relationship with members and staff, including times during frequent demands.
Consistently sits for extended periods of time. Occasionally stands, walks, bends, stoops, squats lifts, unpacks and moves up to thirty (30) pounds.
Ability to perform finger and hand manipulation and perform repetitive motions in order to use a computer keyboard and telephone, as well as other office equipment.
Ability to read computer screens, mail and talk on the phone.
Professional and deadline-oriented environment in an office setting.
Interaction with staff, vendor and members.
Must be able to report to their primary worksite after regular business hours, as soon as possible, in the event of an emergency situation such as electrical outages, inclement weather, etc.
Ability to travel to attend meetings, trainings, workshops, and seminars, as directed.
FreeState is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.