Member Service Representative

Objectives

• To provide courteous, prompt and accurate customer service to the members of the Cooperative, reflecting a professional image and promoting good will between the members, the general public and the Cooperative.
• Cooperates with other employees and departments to accomplish the goals of the Cooperative.

• Answers incoming calls in a professional and timely manner ensuring that calls are properly completed.
• Processes member payments in office, night deposit box and by phone.
• Performs daily cash register balancing
• Receives member requests, processes paperwork and/or directs to correct department and/or employee.
  • new service
  • security light connects, disconnects and repairs
  • routine connects/disconnects
  • outages
  • meter changes
  • right-of-way/maintenance requests
  • customer complaints
  • capital credits
• Reviews open service order report and takes appropriate action.
• Assists members with questions concerning their account(s).
  • bill payments & fees
  • verification of information address, social security number, telephone number, etc.
  • contract payments and payment arrangements
  • bill adjustments
  • refer to appropriate agencies for assistance with payments and processing those vouchers and/or payments
• Receives member requests for new service.
  • collect line extension payments
  • collect membership fees and deposits
  • process membership applications
  • provide new membership packets
• Maintains up-to-date knowledge of services and products (levelized billing, auto pay, pre-pay, e‑billing, internet passwords, landlord agreements and extended payment plans) provided by the Cooperative and provides information to members as requested.
• Keeps up-to-date on procedures and PSC Rules & Regulations.
• Provides support and keeps up-to-date on member services programs. Maintains knowledge of marketing programs and assists members with purchases of non‑utility products. Provides support to the departments of staking and operations.
• Ensures that bank deposits and mail is delivered daily as requested.
• Acts as supervisor in the absence of the office supervisor as requested.
• Follows BGEnergy Safety Manual as well as BGEnergy policies and procedures.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

• Education:
  
  High school diploma or general education degree (GED)
• Work Experience:
  
  Six (6) months on-the-job training

• Must be able to carry out activities, which require a high degree of accuracy and attention to detail.
• Must be able to organize work to meet deadlines.
• Working knowledge of computers.
• Excellent problem solving, communication, and interpersonal skills.
• Ability to work independently and be resourceful.
• Ability to operate business machines.
• Ability to learn use of SEDC computer software.
• Ability to apply PSC regulations and Cooperative Policy and Procedures to effectively carry out job duties.

Required to pass a physical examination when employed. Must have sufficient health to perform the essential functions, duties, and responsibilities of the job.

• Office Environment
• Extensive Sitting
• Lifting up to ten (10) pounds
• Monday - Friday (7:30 a.m.
  
  - 4:30 p.m.)

Blue Grass Energy is an Equal Employment Employer