Job Information
Jefferson Energy Cooperative Member Services Representative in Wrens, Georgia
MEMBER SERVICES REPRESENTATIVE
[I. POSITION SUMMARY [The Member Service Representative will serve the members and support the goals of Jefferson Energy Cooperative by effectively and efficiently providing prompt and courteous member/consumer services while responding to requests for information and assistance regarding all JEC programs and products, process applications for new and additional service, generating all service orders to complete any service provided by JEC, and a large variety of member/consumer services related issues.
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- REPORTING RELATIONSHIPS
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``` 1. Reports to: Member Services Supervisor or Call Center Supervisor
Directs: None
MAJOR RESPONSIBILITIES/ ESSENTIAL FUNCTIONS OF POSITION:
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``` 1. Answers all incoming telephone calls and responds to complaints, inquiries for information regarding programs and marketing products; creates service orders for all ancillary accounts, requests for new and additional service, outages, service problems, etc. and routes these service orders to the appropriate department for field service response; sets up late payment extensions through the Arrangement/Collection system.
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``` 2. Sets up appointment schedule for Engineering Technicians when necessary.
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``` 3. Performs necessary procedures to obtain Credit Checks on new applicants for service.
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``` 4. Rotates to satellite offices as needed.
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``` 5. In addition to ability to function in the Call Center (Refer to A), must have the ability to perform all satellite office procedures and cashier functionsi.e. posting of payments, receiving and processing credit card payments, knowledge of proper radio contact with field personnel to facilitate accurate documentation of non-payment notifications of disconnections and need for reconnections, pull daily reports on broken payment arrangements and complete disconnection process with field personnel, complete process to printout daily cut off list in preparation for following day cycle, etc.
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``` 6. Must gain working knowledge of all aspects of the Member Services Manual for quick reference use. 7. Prepares correspondence as needed to respond to Call Center inquires -i.e. applications and related materials to be mailed to customer and monitored for return of required documents.
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``` 8. Designated MSR maintains and monitors files to ensure timely transference of closed accounts that will require outsource collection efforts.
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``` 1. Designated MSRs will be tasked with special projects to be completed on an as needed basis such as upgrading information into database for Billing, preparation of mass mailing information, responsibility for updating spreadsheets on various project data, follow up correspondence on bankruptcy filings, any and all form correspondence regarding issues that need to be addressed by the member/consumer (inability to read meter, transference of previous debts to open accounts, returned check notification, handle customer walk-in inquires/problems, etc).
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``` 10. Provide assistance in opening of mail and preparation for posting when required due to excessive mail volume.
- Establishes individual working relationship with area agencies that provide energy assistance to our members/consumers and provides information on these assistance programs as they may apply to our members/consumers' needs.
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``` 12. Uses information obtained through telephone contact with members/consumers to advise supervisor of trends in member/consumer concerns, suggestions, and possible new services or products.
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``` 13. Advises supervisor of ways to better handle member calls through improvements to equipment, training, support materials, computer programs, and p ocedures.
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``` 14. Makes outgoing calls to survey members on various product use or availability, services, etc.
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