Member Care Specialist

MEMBER CARE SPECIALIST

Navopache Electric Cooperative is seeking qualified applicants for the position of Member Care Specialist in Lakeside, Arizona. NEC is situated within the White Mountains of Arizona, 180 miles NE of Phoenix. It is a place of beautiful scenery and mild climate, with a small community atmosphere where you know your neighbors. The area abounds in opportunities for hiking, hunting, fishing and other outdoors sports.

Lakeside, Arizona

Provide differentiated service to NEC Members based on Members’ specific needs by providing solutions reflecting the vision and core values of NEC, while interacting courteously and pleasantly with NEC Members, visitors and fellow employees. Complete assigned tasks with accurate and consistent application of NEC’s policies.

• Demonstrate drive and enthusiasm to foster a progressive Member experience by mitigating our Members’ inquiries, concerns, and challenges with accurate information about NEC’s services and the Members’ accounts.
• Engage NEC’s Members by welcoming them with a warm friendly smile, pleasant demeanor, using their name whenever possible, and thanking them for doing business with NEC.
• Obtain appropriate and relevant information from Members to effectively diagnose and resolve their inquiries, and respond in a positive, professional tone, including empathy, to deliver relevant and innovative solutions.
• Ensure all of the Member’s needs are met before concluding the interaction with them.
• Accept payments from Members in accordance with NEC policies and procedures. Open and close register. Process cash and checks at end of shift per NEC procedure.
• Commit to resolving Member concerns by taking ownership of their needs, using good judgment and recognizing the potential for monetary loss by adhering to NEC policies and values.
• Calculate and recommend necessary resolutions to service related issues.
• Coordinate member initiated service requests.
• Process and deliver mail.
• Facilitate NEC past due (aged) balance procedures and tasks.
• Perform record maintenance and updates in accordance with current NEC procedure.
• Ensure applicable service contracts and applications are submitted, documented and retained in accordance with established NEC procedures.
• Execute billing (revenue assurance) assigned tasks with accuracy.
• Interact cooperatively with NEC team members to facilitate adequate staffing for incoming phone calls and on-site visits.
• Maintain a thorough understanding of NEC’s rate tariffs and their appropriate application to our Members’ electrical service.
• Adhere to fraud awareness and consumer information protection policies.
• Validate accuracy of Member information, location, and equipment records with each task or Member interaction.
• Assess deposits on both new and existing accounts in accordance with NEC’s credit policy.
• Review aged accounts receivables as part of every Member interaction, on both the account and member level.
• Seek solutions for and advise members of their options to bring aged accounts current. Complete tasks associated with the chosen solution.
• Actively participate in NEC programs for improvement of job performance, knowledge of products and services, and development of skills related to enhancing our Members’ experience.
• Conduct oneself in such a manner that promotes a harmonious relationship with our members, our community, and all NEC personnel.
• Demonstrate empathy and responsiveness to internal and external member needs by being timely, delegating if necessary, and following through on member satisfaction.
• Work closely with other team members to share best practices for enhancing the member experience and encouraging organizational success.
• Assist in preparing revenue and member account record reporting.
• Review, analyze, and audit revenue impacting records for accuracy and validity.
• Perform other duties as assigned.

• High school education or equivalent

• Proficiency with Microsoft Office products preferred
• Previous employment in positions requiring contact with customers & members of the public

• Ability to prioritize and integrate a proactive…