Appalachian Electric Cooperative (AEC) provides electric service to 50,000 members in East Tennessee. We own and maintain an electric distribution system that covers 600 square miles in parts of Grainger, Hamblen, Hawkins, Jefferson, and Sevier counties.

We currently have an opportunity for a Member Support Representative (MSR) in our New Market, Tennessee office. The Member Support Representative (MSR) provides support to AEC members as the first line of contact for general questions and concerns, along with establishing or modifying electric service for AEC members. 

AEC offers a competitive salary and benefits plan including medical, dental, vision, paid time off, short and long term disability, paid parental leave, 401k and a company funded pension plan. Benefits eligibility is first of the month following 30 days of employment. 

Appalachian Electric Cooperative is an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

AEC IS A TENNESSEE DRUG FREE WORKPLACE

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers incoming calls and online communications providing answers regarding billing questions, high bill complaints, bill extensions, payment arrangements and directing calls to appropriate departments as needed
• Receives, maintains, and protects confidential member information on a daily basis
• Receives and processes member account billing payments
• Receives and initiates service orders for new service, reconnections, disconnects, transfers, meter changes, security light installs/service, tree trimming and other miscellaneous services
• Answers questions regarding heat pump loan program, initiate heat pump loan applications, provide loan status updates
• Provides member support as needed for AEC website and mobile app registration, download and use
• Answers outage calls and enters into appropriate systems
• Verifies and updates member information including phone, billing address and email address
• Verifies eligibility and submits required documentation for energy assistance programs
• Prepares and distributes meter and service orders to appropriate AEC departments
• Coordinates with the Engineering and Operations Departments to provide status updates, assistance or additional information as needed regarding service orders
• Prepares and distributes monthly meter and new membership reports
• Processes applications, contracts, and correspondence to members via mail, email and/or fax
• Maintains and updates the Tennessee electric permits daily and processes information into AEC systems
• Provides follow up on member complaints/concerns
• Communicates information to members regarding additional services or products available to members
• Keeps current on policies and programs in order to accurately determine the proper deposit, electric rate and tax rate to apply to each account
• Submits requests to initiate billing adjustment requests to billing department
• Works with electricians and contractors
• Attends designated training and meetings, some may require out of town travel
• Cross train to provide support in other departments
• Performs other duties as assigned

JOB QUALIFICATIONS

EDUCATION and/or EXPERIENCE

• 3 years’ experience in a customer service or call center environment
• Associate Degree in Business, Office Administration or related field desirable
• Prior experience in a utility desirable
• Bilingual/Spanish a plus

SKILLS AND ABILITIES

• Regular on time attendance is required
• Knowledgeable of AEC services
• Ability to calculate figures and general ability to add, subtract, multiply and divide
• Exercise discretion at all times when working with confidential member information
• Strong organizational and multi-tasking skills with frequent interruptions, exceptional follow through, and attention to detail
• Able to work professionally and efficiently with members, vendors, contractors and AEC departments and employees
• Knowledgeable of AEC systems including NISC, PCS, Futura, Mitel, Tantalus, Outage Management System (OMS), Meter Data Management (MDM/CSA)
• Understand and adhere to AEC Service, Billing and Personnel policies
• Intermediate skills in Microsoft Office Suite (Outlook, Word, Excel)
• Ability to utilize multi-line phone
• Able to communicate effectively in written and verbal format
• May require occasional overtime as needed including assisting outside of normal work hours during storm outages.

• Performs all duties in accordance with established safety practices

WORK ENVIRONMENT 

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear 
• While performing the duties of this job, the employee is regularly exposed to inside office conditions, sitting at a desk or work center in a team environment
• The employee is regularly required to sit, stand and walk
• The employee must occasionally lift and/or move up to 25 pounds 
• Specific vision abilities required by this job include close vision, distance vision, and color vision
• The noise level in the work environment is usually moderate
• While performing the duties of this job, the employee is occasionally exposed to moving parts
• Operate office machines such as computer terminal, keyboard and mouse; credit card machine, and adding machines

About Appalachian Electric Cooperative

Appalachian Electric Cooperative (AEC) provides electric service to 48,000 members in East Tennessee. We own and maintain an electric distribution system that covers 600 square miles in parts of Grainger, Hamblen, Hawkins, Jefferson, and Sevier counties. AEC offers a competitive salary and benefits plan including medical, dental, vision, paid time off, short and long term disability, paid parental leave, 401k and a company funded pension plan. Benefits eligibility is first of the month following 30 days of employment. Appalachian Electric Cooperative is an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. AEC IS A TENNESSEE DRUG FREE WORKPLACE

Connections working at Appalachian Electric Cooperative