PURPOSE OF POSITION

The member experience representative is often the first point of contact for member inquiries, questions and concerns. Job responsibilities include but are not limited to: answering member phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is a must. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent member experience. This position is part of the member services team and works under general supervision from the member service supervisor. Requires a minimum of two years of customer or member services experience, call center experience is preferred.

JOB RESPONSIBILITIES

1. Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.

a. Member Service:

i. Answers phones, direct calls, and take messages in a professional manner. Provide excellent member service.

ii. Opens mail and processes payments; assists members with payment arrangements; ensures proper handling of account transfers, membership data, and new service applications for efficient, quality service to members. Ensures confidentiality of member records. Responds to inquiries related to Inland services and member privileges.

b. Changes of Account:

i. Discusses with new members’ questions concerning Inland Power billing, services and policies.

ii. Processes new memberships and accounts, account closures; audit new accounts for previous bad debt and verifies previous memberships; obtains landlord and owner information; coordinates credit-related actions due to service disconnects; maintains member changes in name, address, etc.; prepares disconnect and/or reconnect service requests, and charges reconnect and deposit fees, as applicable.

c. Cashiering

i. Accurately post various forms of payment to member accounts.

ii. Perform daily cash drawer balance and complete nightly cash deposits.

iii. Manage ATM

d. Billing:

i. Answers members’ questions relating to power usage/consumption, billing amounts and rates. Assists members in identifying ways to reduce electric consumption.

ii. Posts meter readings to members’ accounts; processes various reports checking for accuracy of usage and bills; runs billing processes to create billing statements.

iii. Balances billing transactions. Processes various forms of e-pay payments such as ACH, credit/debit cards, and members’ on-line bank payment batches. Helps maintain capital credit files and assists finance department in capital credit allocations and retirements.

e. Credit and Collections:

i. Process nonsufficient fund checks and bankruptcies.

ii. Assists members with applications for assistance through help agencies.

iii. Delivers and processes cooperative mail; posts payments received by mail.

f. New Construction:

i. Assist members with questions regarding the new construction process.

ii. Processing residential, commercial, developments and system improvement new service applications. Keep the application flowing through the workflow process.

iii. Provide cost estimates to members.

iv. Schedule field engineers for new service appointments.

2. Create and fosters an atmosphere of cooperation between departments by performing all duties in a professional manner and on a timely basis, and by providing quality services in the completion of all tasks.

3. Performs other duties as required.

Minimum Qualifications & Requirements

1. Minimum Qualifications:

a. High school diploma or equivalent.

b. Two or more years of experience in a customer or member service position, preferably in a utilities industry, financial services industry, or a call center type environment.

c. Experience with general office practices including, but not limited to, personal computers, PC software, telephone, copy, fax and other computer peripheral devices.

2. Knowledge and Skills:

a. Knowledge of cooperative policies and procedures.

b. Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.

c. Ability to deal with the public in difficult situations.

d. Good problem-solving skills.

e. Organization skills including attention to detail and accuracy.

f. Professional appearance and attitude.

g. Excellent mathematical skills.

h. Knowledge and understanding of basic bookkeeping.

i. Ability to understand, interpret, and apply departmental processes and procedures.

j. Experience with customer service, billing rates and credit procedures.

3. Mental Demands/Working Conditions:

a. Ability to handle delicate situations with exceptional diplomacy; ability to deal calmly, professionally and tactfully with difficult people who may be angry, abusive, and/or threatening.

b. Ability to diffuse difficult, sometimes hostile, work conditions.

c. Ability to work with law enforcement agencies and to maintain confidentiality regarding information.

d. Ability to work independently with minimal guidance and supervision.

e. Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.

f. Flexibility to respond quickly and effectively under time pressure.

Application Process:

Please visit Inland Power’s website at www.inlandpower.com/careers for a full job description and application.

Inland Power and Light Company is an Equal Opportunity Employer