Member Services Representative - Part Time

Northeastern REMC is seeking a friendly and professional part time Member Services Representative to join our team!

In this role you will serve as a main point of contact for Northeastern REMC service and product inquiries and handle all aspects of member accounts, including billing and adjustments, payment processing, and servicing new and existing member accounts. You'll work collaboratively with multiple departments within Northeastern REMC as well as outside contractors and will be responsible for exhibiting superior customer service and professionalism in all interactions with members and stakeholders.

Work schedule is Monday - Friday, 8:00 AM - 12:00 PM or 9:00 AM - 1:00 PM. Flexibility with work hours may be required upon occasion (advance notice will be provided).

• High school diploma or equivalent required; associate degree or certificate in business, accounting, or another business-related field is a plus but not required
• Previous customer service experience required
• Previous experience in a customer call center and/or professional office environment strongly preferred
• Prior experience with utility-related customer service helpful but not required

• Excellent customer service skills with the ability to accurately identify needs and provide appropriate solutions with professionalism and tact.
• Strong attention to detail, uses good judgment in analyzing facts and applies critical thinking and problem-solving skills in decision making.
• Strong data entry skills with demonstrated ability to complete work with precision and accuracy
• Good computer skills with proficiency in MS Word, Excel, Outlook, and familiarity with networked environments.
• Good organizational and prioritization skills to manage workflow and tasks/objectives; able to manage time and resources effectively
• Effective communication skills; provides clear, accurate and timely communication both internally and externally
• Ability to build and maintain strong relationships and foster teamwork to collaborate effectively across diverse teams, able to navigate conflict in a productive manner
• Demonstrates respect for others, acts with integrity and maintains a positive, professional demeanor
• Dependable and takes accountability for upholding commitments; independently takes initiative to ensure that responsibilities are satisfactorily completed
• Flexible and adaptable with a growth and continuous improvement mindset
• Able to maintain a high degree of confidentiality when handling sensitive customer, employee, and co-op information and diligently follows related protocols and guidelines

• Process account payments, balance cash drawers, prepare deposits, process credit card rejections, and returned items and NSF payments. Work with Accounting Department to research/correct remittance issues.
• Process bad debt accounts and perform collections process.
• Manage disconnect service orders according to established procedures
• Maintain accurate customer data, including setup of payment agreements, paperless and budget billing, and deposits.
• Effectively respond to member inquiries and concerns, troubleshoot and resolve issues by effectively utilizing tools, systems, and procedures.
• Perform billing procedures including adjustments, corrections, and posting meter readings. Research/resolve billing abnormalities and missing meter readings.
• Assist in managing and monitoring various types of customer programs and accounts (energy assistance, capital credit, patronage, prepaid accounts, landlord-tenant) by performing balancing of accounts, reports, preparing/processing agreements, and performing escheatment and allocations.
• Create service orders, transfers, disconnect/reconnects and follow through the workflow.
• Actively participate in learning opportunities, utilize tools and resources to build and maintain knowledge of Northeastern REMC’s operations, policies, products and services
• Develop familiarity and adhere to regulatory rules as established by the Indiana Utility Regulatory Commission and NREMC’s internal bylaws, policies and regulations
• May be required to operate company vehicle

On-site position that requires working in the office Monday-Friday, 8:00 AM- 12:00 PM or
9:00 AM – 1:00 PM. Flexibility with work hours may be required upon occasion with advanced notice. Requires working with frequent interruptions and the use of a computer and telephone as well as face to face customer interaction.

This position description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned to fulfill the objectives of the cooperative.

NREMC reserves the right to revise or change the description and specifications as the need arises. This position description does not constitute a written or implied contract of employment.