The Member Service Representative (MSR) position serves as the primary contact in the provision of service disconnects/connects, service orders, problem resolution, payment arrangements, general inquiries, and account maintenance.
Essential Duties and Responsibilities:
Includes the following and other duties as assigned.d
Welcome on-site visitors, determine the nature of business and announce visitors to appropriate personnel.
Performs a heavy volume of inbound and outbound calls with the intent to reconcile accounts and recover unpaid balances. Educate consumers on account terms.
Educate and assist members with inquiries regarding SmartHub.
Provides backup to cash register system and procedures.
Accepts and processes membership applications for electric service. Reviews applications for accuracy and completeness.
Assist new and existing members who request service transfers. Initiates and completes member transfer of service requests within the consumer information system (CIS).
Assists the operations department with obtaining and maintaining permits, locates, easements, and other materials as directed or required.
Responds to, organizes, and schedules appointments for new construction, service replacements, and work plan projects.
Maintains knowledge of the charges made to members and the work processes for response to questions regarding service extensions and line improvements in a timely manner.
Dispatches operations and maintenance outages, trouble calls, service connections, and disconnections.
Provides notification to members of scheduled outages, herbicide applications, and Right of Way clearing.
Maintains maintenance records and provides operational support for all maintenance functions including but not limited to right-of-way clearing, herbicide application, pole testing, underground inspection, overhead line inspection, regulator and OCR testing, and inspection in compliance with RUS.
Provides backup and assistance for all plant accounting functions.
Provide knowledge sharing and support to other cooperatives as appropriate.
Maintain confidentiality of members and sensitive business data and information.
Must be able to carry out a variety of activities, which require a high degree of accuracy and attention to detail. Must be able to organize work to meet deadlines. Excellent oral and written communication skills are required. Must be able to maintain corporate confidential information. Knowledge of spreadsheets and word processing software is required, preferably experience with MS Excel, Microsoft Word, PowerPoint, and Outlook. Working knowledge of NISC iVUE applications is preferred.
High School diploma or equivalent required. An associate degree in accounting, business, or administrative-related fields is required. Two years of related job experience is preferred.