Internal-Combined MSR-Call Center; Somerset

Combined MSR/Call Center Representative

Member Services – Somerset Service Center

Somerset Service Center Supervisor

N/A

6

The Member Service Representative / Call Center Representative provides multi-faceted customer service support to include creating, coordinating, and processing service orders; responding to information requests; providing payment assistance to and on behalf of members; and assisting members in person, on the phone, and online in a fast, efficient, and friendly manner.

• High school diploma or equivalent with minimum three (3) years of customer service experience; or associate’s degree in related field with one (1) to two (2) years of customer service experience.
• Ability to work accurately with numbers and possess average or above-average math skills.
• Ability to navigate specialized member database, call system, and outage management software.
• Working knowledge of general office procedures and proficiency with computers and other office equipment.
• Ability to use Microsoft Word, Excel, and Outlook.
• Valid driver’s license and ability to maintain eligibility to operate Cooperative vehicles.
• Demonstrated customer service skills.
• Demonstrated interpersonal, verbal, and written communication skills.
• Strong organizational skills and attention to detail.

Work is performed primarily in a general office environment with limited business travel requirements and limited outside environmental exposure. The normal work schedule consists of 40 hours per week. Overtime may be required during deadlines, heavy workload periods, outage restoration efforts, severe weather events, and other emergency situations. Work schedules and reporting locations may be adjusted as necessary to meet operational needs.

The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

This position requires the ability to:

• Sit for extended periods while performing computer-based work.
• Use hands and fingers for keyboarding, data entry, filing, payment processing, and operation of office equipment.
• Speak clearly and hear effectively in person, by telephone, and through other communication devices.
• Read and interpret computer screens, reports, account records, service orders, correspondence, and other business documents.
• Maintain visual acuity necessary to perform detailed work and review account information accurately.
• Frequently operate computers, telephones, calculators, payment processing equipment, and other standard office equipment.
• Occasionally stand, walk, reach, bend, and lift or carry office materials and supplies.
• Demonstrate manual dexterity and eye-hand coordination necessary to perform job duties accurately and efficiently.