Responsible for supporting multiple MSR’s with all aspects of member services functions, as well as performing office and administrative duties.
Essential Job Functions:
Read, understand, and comply with Cooperative Tariffs and Employee Handbook/Policy Manual.
Support and assist MSRs with all procedures and member assistance.
Address all issues elevated by MSRs, either via telephone or in-person.
Assist as a liaison with leadership regarding policies and member satisfaction between all offices.
Ensure MSRs are on task and updated regarding all policies and procedures.
Address meter tampering procedures and updates on member accounts.
Address bad debt and payment extension arrangements.
Perform all other functions and requirements of the position as may be from time to time deemed necessary by the Director of Member Services.
Answer inbound calls, identify member concerns, research, and resolve problems relating to a variety of issues. Make outbound calls to members as needed.
Serves as an escalation point for member concerns.
Assist with special projects as assigned.
Advise MSRs on day-to-day member service operations and member inquiries.
Acts as liaison between member support and other departments which includes being able to gather and disseminate information to and from various departments.
Position Requirements
Education Requirements
Minimum of a High School Diploma or equivalent
Experience
Minimum of two years of utility operations, three years customer service
Job Training
On-going training in public relations customer service.
Identification-
Must have and maintain a valid Texas State Driver’s License. If a valid Texas State Driver's License has not been obtained, then it must be acquired in a reasonable amount of time as specified by the cooperative.
Preferred Abilities and Skills
The following have been ranked the most critical skills associated with this position:
Basic Leadership Skills – instructing, assigning, and maintaining flow of work, overseeing the implementation of work.
Influencing Skills – communicating the importance of knowing, understanding, and following policy.
Computer Skills – understanding the use of our current computer programs, and basic math skills. The ability to operate computer and related equipment and general office equipment.
Advanced Leadership Skills – managing and supervising multiple MSR’
Time Management Skills - completes tasks within critical deadlines and handle defined periods of stress.
Communication Skills- Possesses excellent oral and written communication skills, maintain the highest level of confidentiality.
Other Skills – maintaining a conducive work atmosphere, ability to interact in a positive manner with internal and external conflicts. Able to sit for long periods of time. Possesses problem-solving and decision-making skills, and excellent organization and presentation skills.
Relationships
Reports to Senior Lead MSR
Physical Demands
(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)
Heavy lifting or moving of materials: Rarely Up to 15 pounds or less.
At Tri-County Electric Cooperative, we actively work with our mission, vision and values in mind.
Mission:
The mission of our Cooperative family is to enhance the quality of life in our diverse communities by providing safe, reliable, and competitive electric and customer service to our member-owners as good stewards of the environment.
Vision:
Taking care of our member-owners
Values:
Reliable, Responsible, Integrity, Accountability, Respectful and Committed.