Member Services Representative I - Sedalia, Bennett, Pine Junction, or Woodland Park

About CORE CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.

About CORE CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.

Job Summary Responsible to the Member Services Supervisor for performing duties related to phone and electronic interactions with CORE members that include opening and handling member accounts, educating members on available programs, and addressing member complaints, inquiries, and requests.

Essential Duties And Responsibilities

• Receives and resolves omni-channel member contacts, including phone and electronic inquiries, while maintaining consistent queue availability.
• Completes account creation at existing locations, account updates, payment options, program enrollments, inquiries, and information requests accurately and efficiently in accordance with departmental procedures, regulations, and tariffs, routing contacts to other departments only when necessary.
• Fields member complaints and concerns and offers reasonable solutions before escalating contacts or transferring to another department.
• Verifies member identity according to department standards before releasing account-specific information.
• Educates members on existing programs and solutions to best meet their specific needs. Tailors the member experience to each interaction.
• Maintains complete and accurate documentation on all calls/contacts.
• Actively promotes first contact resolution by proactively responding to member issues by clarifying the member’s issue, determining the cause of the issue, selecting the best solution, and implementing the solution themselves or contacting the correct department for completion.
• Member inquiries vary in complexity. Task difficulty will progress as levels increase. Methods and procedures are defined but judgment may be required to apply them to work. Work is routine and tasks are directly related.
• Performs other duties as directed by leadership.

Minimum Qualifications Of Position

• High school diploma or equivalent certificate required.
• One or more years of practical equivalent experience in member/customer service is required. This could include answering phone calls, chat conversations, electronic correspondence and order creation, and handling member accounts.
• Ability to work with a multi-screen, multi-application computer system.
• Competent with Microsoft Office:
  Excel, Word, Outlook, Teams.
• Proficient with general office equipment.

Level I Applies basic skills while developing some advanced skills in the above tasks; generally works under close supervision; has limited experience and work is performed within specific limits of department procedures.

Level II Applies advanced skills and job knowledge to the above tasks and or non-routine assigned tasks. Makes working decisions within area of knowledge or responsibility with minimal supervision. For career progression opportunities, has served as a MSR I for a minimum of one year and passed the Level II knowledge and competency assessment.

Level III Regularly works on the above and assigned tasks that are varied and complex. Applies full range of specialized skills and job knowledge; adapts procedures to meet specialized needs; performs broad and/or focused tasks under general supervision; relies on experience and judgement to plan and accomplish assigned tasks. For career progression opportunities, has served as a MSR II for a minimum of one year and has passed the Level III knowledge and competency assessment.

Knowledge And Skills

• Integrity: exhibiting a high degree of integrity and honesty.
• Diplomacy: using…