Position Summary 

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. 
• Operates Equipment: N/A 
• Operates Office Machines: Frequently – PC’s, copy, fax machines, mail sorter, 10-key, telephone 
• Standing: Occasionally 
• Walking: Occasionally 
• Awkward Position (stooping, bending etc.): Rarely 
• Climbing Maximum: Rarely – N/A feet maximum height. 
• Eye-hand Coordination: Frequently 
• Location: Indoor 98% of time, Outdoor 2% of time 
• Work Conditions:  Occasional overtime for closing after 5:00pm and making bank deposits at end of day.