Susanville, California
GRE Service Center, Minnesota
Phoenix, Arizona
Posted: 28-Jan-26
Location: Eugene, Oregon
Type: Full Time
Salary: DOE
Categories:
I. POSITION SUMMARY
A. Strive to promote good member relations with the best possible service.
B. Assists members with opening, closing, and transferring accounts.
C. Assists members with billing questions and high bill complaints.
D. Ensures member accounts are billed correctly.
E. Processes daily accounts receivable payments including preparing bank deposit.
F. Works courteously and effectively with members whose accounts are subject to collection.
G. Stays current on the operation of the Customer Information System.
II. GENERAL CHARACTERISTICS
• Work collaboratively with colleagues and foster the spirit of cooperation in the workplace by utilizing the Code of Conduct as a guideline.
• Conduct yourself in a manner that reflects favorably on Lane Electric and fosters a harmonious and helpful relationship between staff, our members, vendors, and the general public.
• Approach all situations with the attributes of honesty, integrity, respect, and professionalism.
• Maintain and promote a positive work environment by creating an environment of creativity, collaboration, safety, and pride in your work.
• Maintain a helpful attitude in which you see yourself as a part of the whole team ready to add your strengths to any area you might be needed.
• Always look for ways in which you can help Lane Electric employees and members.
• Speak and write clearly with the desired effect of positive outcomes in any situation
• Look for ways to improve and promote quality and demonstrate accuracy and thoroughness.
• Treat all people with respect in actions, speech, and respecting diversity
• Exhibit sound and accurate judgement, including an understanding of who should be involved in decision making.
• Ability to prioritize and plan work activities using time effectively.
• Maintains a neat, organized work area that allows for easy access to information when absent.
• View Lane Electric as a unit of interdependent functions and assist when needed for the good of the whole.
• Respectfully take direction and feedback from supervisor and/or co-workers.
III. ESSENTIAL DUTIES & RESPONSIBILITIES
A. Handles large volumes of phone calls while actively listening to members to identify their needs.
B. Assists members with opening new accounts by completing membership applications, collecting payment for the membership fee and service charge, and explaining service requirements and policies.
C. Assists members with high bill complaints by explaining the components of the electric bill, how the bill is calculated, and the causes for any delinquent charges.
D. Ensures members are billed correctly by:
1. Documenting all inquiries, including confidential personal information.
2. Maintaining and updating rental agreements, yard light records, and membership cards.
3. Processing connect and disconnect orders according to established procedures.
4. Verifying payment of charges for new connects and makes any necessary adjustments to closing bills and/or account transfers.
5. Working with the Data Management Department to identify accounts with meter reading issues.
E. Responsible for receiving, balancing, and depositing daily accounts receivable payments including:
1. Preparing payments for the Remit process and bank deposit.
2. Working with the Data Management Department and members to troubleshoot payment posting issues from the online bill payment and Interactive Voice Response (IVR) systems.
F. Effectively works with members during the collections process by:
1. Demonstrating a thorough understanding of the collections process, including policies, procedures, delinquent notices, account aging, extended payment arrangements, and energy assistance.
2. Clearly communicating, especially when members may be upset.
3. Making satisfactory payment arrangements within Lane Electric guidelines.
4. Refers members to appropriate agencies for assistance with payments and processing those vouchers and/or payments.
G. Prepares weekly Phone Notification System delinquent account listing.
H. Prepares the disconnect for non-payment list for the on-call manager and the after-hours call center prior to close of business each day.
I. Maintains a current working knowledge of improvements and upgrades to the Customer Information System and recommends changes as needed.
J. Maintains a current working knowledge of Cooperative Bylaws, Board Policies and Administrative Procedures.
K. Performs other duties as required from time to time.
III. RELATIONSHIPS
A. Reports to Member Service & Credit Supervisor
B. Manager, Finance & Administration
C. Administrative Specialist
D. Data Management Department
E. Engineering Department
F. Operations Department
G. LEC members and prospective members.
IV. SPECIFICATIONS
A. Education and Training
1. Requires a high school diploma or GED equivalency
2. Training in business and customer relations preferred
B. Experience
1. Basic Requirements
a. Strong Microsoft Office (Word, Excel, Outlook) and Adobe PDF skills and in interest and ability to learn and adapt to new technologies
b. Experience with a multi-line phone system
c. An interest in public contact work
d. Requires two (2) years previous experience in customer service with a focus on interviewing customers to solve problems in person and on the phone as well as basic administrative functions
e. Ability to use basic to advanced mathematic, language, and social skills
2. Utility Provided Training
a. Completion of the NWPPA Electric Distribution Systems Operations
b. Completion of NWPPA customer service courses
c. Become and demonstrate proficiency in customer information, automated metering, and ancillary systems by attending training as recommended by the Credit & Member Service Supervisor.
d. Attendance at the NWPPA 3 C's Conference as directed by the Credit & Member Service Supervisor.
C. Recommended Traits
1. Ability to understand the “big picture” and attend to the details necessary to complete projects in a timely and accurate manner.
2. Ability to organize and set priorities.
3. Effective communication skills that include listening, providing direction, and monitoring projects with others, both inside and outside the organization, to create clarity that produces quality outcomes.
4. Comfortable with considerable routine, creating documentation, and tracking workflow to create accurate and a consistently dependable work product.
5. Ability to handle moderate to high levels of stress with a clear head.
6. Ability to apply good judgement and understanding to carry out instructions furnished in written, oral, or diagram form.
7. Ability to resolve issues as they occur in a timely manner.
8. Takes personal initiative and pride in the quantity and quality of work produced.
D. Characteristics: Dependable; discreet; pleasant disposition; conscientious; persistent and thorough; enthusiastic and cheerful team player.
E. Physical Requirements
1. Physical Skills: Some physical skill is required. Certain coordinated finger, limb or body movements must be performed in the course of regular work routines. These can usually be learned on the job, over a relatively short period of time.
2. Physical Effort: The job requires physical effort as a part of regular work routine, such as frequent standing and walking; frequent lifting, guiding, and/or carrying of lightweight materials or equipment; occasional periods of sustained effort.
3. Essential Functions
a. Talking and listening in person and on the telephone to discuss work assignments, provide direction, monitor progress and procedures with employees, staff, management, customers, and other outside entities and groups.
b. Reading reports, printouts, memos, and other information to review work, ensure accuracy and communicate with employees, staff, management, customers and other outside entities and groups.
c. Use of keyboard to input and obtain information from computer system and special projects.
d. Near vision for reading reports, printouts, correspondence, etc. and seeing computer monitor.
F. Work Environment
1. Work Demand: Work pressure, disturbances of workflow, and irregularities in work schedule are expected and occur on a regular basis.
2. Working Conditions: Generally good working conditions. Little or no exposure to extremes in noise, temperature, etc. Little or no exposure to safety or health hazards.
Note: This description is intended to represent the key areas of responsibility. It is not meant to be all inclusive and does not restrict the work that may be assigned. Job descriptions may occasionally be updated, as necessary, to reflect evolving business needs.