Member Service Representative

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.

• 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.

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:

E. Responsible for receiving, balancing, and depositing daily accounts receivable payments including:

F. Effectively works with members during the collections process by:

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…