Reports Directly to: Member Services Supervisor Directs: None
FLSA Status: Non-Exempt
Position Summary:
Performs a wide variety of member service functions which includes reception of members, accepting and processing of payments to member’s accounts and preparation of accurate documentation to update member records. Performs member service duties in response to service and billing question and member complaints in a timely and positive manner. Serves as primary backup to Dispatch/Operations Coordinator on an ad hoc basis.
Essential Functions of Position:
Principally works indoors in an office
Must possess and maintain the ability to:
Respond in a positive manner to
Work as a cooperative member of a
Interact in a professional and courteous manner with co-workers and members.
Successfully work within deadlines and time
With regard to all aspects of the position, including safety, must receive and follow all instructions given by Member Services Supervisor, or
Correctly operates a desktop computer and programs/systems
Must possess knowledge of, or demonstrate the ability to learn, various computer applications, including BEC’s design software and member information and work order system. This includes Microsoft Office spreadsheets and word
Accurately and legibly completes all documentation (computerized timecards, etc.) in accordance with BEC policies and procedures and submits such documentation to the proper individuals for recordkeeping
Greets members and general public visiting office location, answers incoming phone calls in a prompt and courteous manner, ensuring that all inquiries are properly and promptly
Processes incoming mail and accept payments in office and post payments. Prepares bank deposits
and daily cash receipts report.
Resolves complaints promptly. If unresolved, directs member to Member Services Supervisor or other appropriate
Provides information on rates, service rules and regulations, practices and policies to members and general
Processes requests for connect, disconnect, and transfer of service, service orders,
Updates member address changes in data processing
Sends letters of credit to other utility
Prepares and mails letters to inactive accounts with outstanding
Prepares and files customer
Prepares monthly reports for board of
Operates all coop equipment in accordance with BEC policies and procedures, safety rules, manufacturer guidelines, and regulations and/or codes and seeks input from the Member Services Supervisor when information is unclear, inadequate or requires
Plans the work of the individual assignment, as directed, so that it can be done safely, properly, orderly, and as economically as
Subject to travel intra/interstate, as necessary, for training, meetings, job duties, or to provide assistance to other electric
Complies with all BEC policies, procedures and safety rules as they apply to the Member Services Department, and recommends to fellow workers the use and practice of the
This position is subject to working overtime after normal working hours, including evenings, late nights, weekends, and holidays, as needed in emergency
Accurately performs two-way radio communications and logging of such communications.
Responsible for dispatching Operations personnel to member sites for the purposes of restoring power, resolving power quality issues, responding to emergency locates, and dispatching other assigned work, as needed.
Accurately documents outage information, including member location numbers and number of members affected.
Monitors radio traffic, dispatching emergency assistance for line personnel and members, if necessary.
Accurately utilizes Echo Protocol during all requested actions conducted via two-way radio.
Accurately manages SCADA operations including coordination with Brazos for testing and switch requests, requests from Operations personnel for switching actions to be performed and SCADA information.
Properly utilizes Porsche and iVue to screen and dispatch outages. Uses Porsche (or equivalent), and CRC, as required, to manage large outages. Pre-records messages during planned outages and large unplanned outages when the problems or issues are known.
Accurately disburses email to entire organization during large outages, Brazos testing and other non-routine events in order to prepare BEC staff for potential questions received and actions taken.
Maintains good working relations with co-workers, BEC members and the general
Represented BEC by attending schools/seminars/meetings for improvement of job knowledge and skills, when
Continually explores new ideas to enhance job performance, efficiency, productivity, and work relations. Communicates these ideas to the Member Services Supervisor, Manager of Administration or
Performs other duties as may be assigned by Member Services Supervisor, Manager of Administration or
Experience, Training, Knowledge, Skills, and Abilities:
Must be able to deal with members, the general public and fellow employees in a professional, friendly and courteous
Ability to move about and within an office building and on various
Ability to frequently stand and/or walk and sit for extended periods of
Ability to perform manual and detailed hand work using both hands, sometimes repetitively, in order to operate office
Ability to lift and/or move a box of copy paper weighing approximately 40
Ability to perform essential functions that require frequent, prolonged viewing and use of computer monitor, keyboard and mouse for extended periods of
Ability to speak and hear clearly in order to
Ability to communicate effectively and efficiently, both orally and in writing, with a diverse group of people and personalities. Requires a high degree of interpersonal
Ability to be tactful and get along with diverse groups of people and personalities. Capable of conveying a positive and professional
Ability to prioritize and manage multiple tasks, even simultaneously, as well as coordinate projects with other employees working to consistently meet deadlines and
Ability to listen to and read instructions and other
Ability to use judgement and reasoning skills to perform the Essential Functions of the
Ability to speak, hear, understand, and communicate in English. Bilingual/Spanish fluency a
Must have good math and computer
Ability to use office equipment including the computer and all relevant software, 10-key calculator, typewriter, fax machine, copier, phone system and various other types of business machines as required to do this job.
Must be able to perform required duties during extended hours in emergency
Ability to handle cash quickly and
Ability to perform all physical requirements of the
Ability to safeguard confidential
The fully competent incumbent must possess the following knowledge:
Principles and practices of good customer service especially those having to do with conflict resolution and dealing with irate
Cooperative policies and procedures relating to service, payment, rates, connection/disconnection, capital credits and other issues dealt with on a frequent
Valid Texas Driver’s license and an acceptable driving
Must be eligible to be and remain insured as a driver by the Cooperative’s group liability policy for the automotive
Some responsibilities of the position include:
The ideal candidate should be highly motivated, well organized, reliable, and must be familiar with computer applications.
Principally works indoors in an office setting.
Greets members and the general public visiting BEC office location, answers incoming phone calls in a prompt and courteous manner and ensures that all inquiries are properly and promptly completed.
Processes incoming mail and accepts payment in the office and posts payments.
This position would eventually serve a primary backup to Dispatch/Operations Coordinator on an ad hoc basis.
