General Clerk III - Customer Service Call Center

Sawnee EMC is seeking a General Clerk III - Customer Service to assist in a high-volume call center.

Requirements:
High school diploma or equivalent; minimum one year of customer service experience, computer proficiency, communication skills, and general office skills. The position is full-time and requires flexibility to work irregular hours, including evenings, weekends, and holidays.

• Receive and process all internal and external customer inquiries through telecommunications, recording information into the computer, and processing or routing telephone calls.
• Retain and expand existing customers and public satisfaction by providing high-quality, consistent assistance and information; promote and market the Corporation and its products, programs, services, and policies.
• Demonstrate awareness that the job serves each SEMC member and seeks opportunities to increase member and public understanding.

• Must have a high school diploma or equivalent.
• At least one year of responsible and comprehensive customer service experience in a call center or similar organization (utility, financial, banking, or equivalent industry).

• Bilingual clerks fluent in English and Spanish (written and verbal) are preferred.
• Excellent interpersonal skills with customers, the public, cooperative representatives, fellow employees, and agency representatives.
• Proficiency in clerical and mathematical duties.
• Proficiency in interpreting and promoting corporate policies, services, and products.
• Knowledge of gas and electric rates, codes, policies, procedures, services, and programs.
• Proficiency in all computer customer service applications.
• Strong verbal, listening, and communication skills to resolve customer concerns via face‑to‑face and telephone discussions.
• Keyboard proficiency and strong PC skills.
• No specific certifications required.
• Valid Georgia driver’s license.
• Reliable attendance record.
• Flexibility for overtime, on‑call functions, and irregular work hours.
• Ability to report during natural disasters and weather‑related emergencies for an electric utility.
• Ability to work in a constant state of alertness and safe manner.

• Serve as a professional, amiable representative of SEMC, interviewing external and internal customers by telephone and face‑to‑face.
• Work under frequent deadline pressures, multiple changing priorities, and frequent interruptions while assisting customers.
• Maintain constant contact with the public and employees via telephone, e‑mail, and online chat.
• Accurately and thoroughly communicate policies, rates, products, programs, and services; resolve conflicts and provide pertinent information.
• Determine when follow‑up with customers is prudent and initiate contact to ensure satisfactory resolution and proper data handling.
• Utilize computer and general office equipment; record, route, and maintain consumer data.
• Maintain current knowledge of SEMC policies, programs, services, and the electric utility industry.
• Suggest innovative solutions to accomplish day‑to‑day activities and address challenges.
• Maintain confidentiality of materials; pursue self‑study courses to expand knowledge and capability.
• Perform computer functions using Microsoft Windows and the Customer Information System (CIS).
• Read and interpret documents; write routine reports and correspondence.
• Apply math skills to compute rates, ratios, and percentages.
• Apply reasoning to carry out instructions and solve problems.

• Report directly to the Customer Service Supervisor.
• No supervisory responsibilities.
• Perform duties reliably and accurately, including decision‑making responsibilities.
• Serve internal customers:
  System employees and assigned contract workers.
• Serve external customers:
  System members, the public, builders, developers, and local government agency representatives.

• Indoor office environment with a community cubicle workstation; extended periods of computer use and reading print materials.
• General office conditions with sedentary physical requirements: sitting, speaking, hearing, using hands to key, grasp, handle or feel; reaching with hands and arms.
• Physical ability required for…