Call Center Representative

SKRECC – Job Posting

Job Title: Call Center Representative

Department: Member Services – Call Center

Reports To: Call Center Supervisor

Supervises: N/A

Position will provide multi‑faceted customer service support to include creating, coordinating, and processing service orders, responding to information requests and payment assistance to and on behalf of members both on the phone and occasionally in person.

These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.

• Requires High School diploma or equivalent with a minimum of 3 years customer service experience, or Associate Degree in related field with 1‑2 years of customer service experience.
• Requires the ability to work accurately with numbers and possess average or above math skills.
• Requires ability to navigate specialized member database, call system, and outage management software.
• Preference: experience in electric cooperative or utility industry.
• Preference: proficiency in both English and Spanish.
• Requires working knowledge of general office procedures and must be proficient with use of computers and other office equipment.
• Requires excellent interpersonal, verbal, and written communication, organization, and planning skills.
• Requires proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• Requires the ability to satisfactorily pass a drug screen, and obtain and maintain a valid driver's license.

General office conditions with limited business travel. Primarily inside general office conditions and with limited outside environmental exposure. A scheduled work week will consist of 40 hours with overtime expectations as necessary due to meeting deadlines, heavy workload periods and major outages. Varied work hours may be necessary in accordance with assigned schedule.

Requires the physical ability in stooping, kneeling, crouching, reaching, standing, walking, fingering, grasping, talking, hearing, defined light work. Eye‑hand coordination is required for this position (e.g., operating computers, calculators, etc.).

Internal: Coordinate and communicate with supervisor and additional peer staff members. Coordinate and support operational staff and other cooperative functional areas. Employee will strive to foster a positive working environment with co‑workers.

External: Effectively interacts with members, Realtors/builders, and community organizations.

The following requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

The following are the essential duties of this position. The essential duties do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and the duties of a given position may change or be temporarily altered based on the business needs of South Kentucky RECC. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

• Provides members with excellent customer service.
  • Responds to all information requests and complaints courteously.
  • Shows empathy and controls tone when speaking to members.
  • Provides appropriate support to marketing and other cooperative initiatives primarily via telephone.
  • Promotes a good image of the Cooperative to the public both at and away from work.
• Position has the potential to rotate to the Service Center, Somerset Cashier, or District Office to provide assistance and for occasional cross‑training opportunities.

• Ensures work schedule is flexible to meet the needs of the Cooperative.
• Willing to support the Member Services team outside normal job duties as needed.

• Follow established guidelines when creating or updating accounts.
• Correct errors on accounts when…