OPPORTUNITIES

Reports to: Customer Service Supervisor

Supervises: None

Essential Duties:

1. Provides prompt, courteous, and professional service to members and customers through all forms of communication. Responds to inquiries, researches concerns, resolves issues, and refers matters to appropriate personnel when necessary.
2. Establishes, transfers, modifies, and terminates electric and fiber accounts. Accurately maintains customer information, membership records, deposits, fees, service agreements, and other account documentation.
3. Receives and processes payments through various payment methods, maintains accurate transaction records, and balances daily cash receipts and cash drawers.
4. Processes and verifies billing transactions, including meter readings, billing adjustments, miscellaneous charges, budget billing, payment arrangements, account corrections, and other customer accounting activities.
5. Performs collection activities, including discussing delinquent accounts, explaining payment options, and coordinating disconnections and reconnections in accordance with Cooperative policies and applicable regulations.
6. Assists members and customers with electric service programs, including rates, prepay billing, SmartHub, payment options, energy assistance programs, rebates, and other Cooperative services.
7. Assists members and customers with fiber services, including service availability, package selection, account setup, billing inquiries, service changes, coordination of installations and basic technical support.
8. Prepares, processes, and monitors electric and fiber service orders. Coordinates with field personnel and other departments regarding new services, service changes, meter issues, security lights, outages, disconnections, reconnections, and other service-related matters.
9. Utilizes NISC and other software applications to process transactions, research accounts, document interactions, and maintain accurate records.
10. Prepares billing statements, delinquent notices, and member and customer correspondence. Communicates with members and customers to clarify account information and resolve concerns.
11. Protects confidential member and customer information and follows established security procedures and applicable regulations.
12. Supports departmental operations through teamwork, cross-training, and assisting coworkers.
13. Identifies opportunities for improvement and reports significant concerns to management.

Other Duties:

Performs other duties from time to time according to the needs of the Cooperative Services Department and the Cooperative as a whole.

Working Conditions and Physical Demands:

Office work including extensive computer and telephone use. Occasionally lifting or carrying boxes of paper, office supplies, printouts, etc. Walking, sitting, bending, stooping, squatting, and standing are generally part of day-to-day activities. Visual acuity and manual dexterity are required to enter and verify data entered into a computer. Occasional overtime required. Occasional off-site training and meetings may involve overnight stays. Assists with outage emergencies or after-hours billing questions as needed.

Skills/Qualifications Required:

1. Associate degree or equivalent experience required.
2. Ability to accurately process payments, make changes, perform basic mathematical calculations, and balance daily cash receipts.
3. Strong verbal and written communication skills, including the ability to explain information clearly, listen attentively, and communicate professionally with members, customers, and coworkers. Fluency in Spanish is desirable.
4. Strong customer service skills with the ability to remain courteous, patient, and professional when handling difficult situations or resolving customer concerns.
5. Proficiency with computers and Microsoft Office applications, including the ability to learn and effectively utilize NISC customer information systems and other software applications.
6. Ability to enter, maintain, and verify information accurately and efficiently while managing multiple tasks and priorities.
7. Strong problem-solving skills, attention to detail, and the ability to research information, identify solutions, and exercise sound judgment.
8. Basic knowledge of electric distribution systems, electric service terminology, and common service-related issues, or willingness to learn.
9. Knowledge of fiber broadband services, equipment, service packages, and common customer service issues, or willingness to learn.
10. Knowledge of the Cooperative’s business model, rate schedules, policies, procedures, applicable regulations, and customer service practices, or willingness to learn.
11. Ability to work cooperatively with others, adapt to changing procedures and technology, and maintain confidentiality of member and customer information.
12. Valid driver’s license or government-issued photo identification.

Critical Traits:

1. Works safely and looks out for co-workers and the general public.
2. Exhibits keen disposition for providing great customer service.
3. Represents Jackson County REMC well in appearance, conduct, knowledge, and professionalism.
4. Is familiar with and abides by Cooperative policies, guidelines, and code of ethics.
5. Is a team player contributing to support the mission of Jackson County REMC.
6. Is a good steward of the Cooperative’s resources.
7. Punctual and attentive to established work periods and allowed rest-times.
8. Maintains and/or acquires the skills necessary to perform job functions.
9. Seeks more efficient and effective ways to carry out his/her responsibilities.
10. Available when needed for both regular duties and during system emergencies.
11. Successfully performs duties in a quantity, quality, and timeliness to be effective.
12. Expects change both internal and external and adapts positively.
13. Accepts responsibility for own actions and for accomplishing, needed tasks.

Stipulation: Each position at the Cooperative will evolve according to the needs of the organization. While this job description is generally descriptive of the position, it is not all-inclusive.