Warren RECC is an equal opportunity provider and employer.
WARREN RURAL ELECTRIC COOPERATIVE CORPORATION
MEMBER SERVICES DEPARTMENT
MEMBER SERVICES REPRESENTATIVE II
To provide superior service to Warren RECC members and public.
To accurately and efficiently address member inquiries and requests regarding service, billing, and payment of accounts.
To provide information on rates, regulations, and policies in order to increase member understanding of the Cooperative's objectives and programs.
To represent the Cooperative by greeting and directing members and visitors, in person and on the telephone, with courtesy, efficiency, and confidence.
To enhance the Cooperative image by maintaining good public relations with members and the general public at all times.
Reports to: Vice President of Member Services
Maintains working knowledge of Cooperative rates, rules, regulations, programs, and company policy in order to provide answers to member inquiries.
Interprets Cooperative policies and procedures related to service connections, bill payments, and the billing/collection process.
Handles member inquiries with patience and empathy.
Keeps organizational data and member information confidential.
Keeps familiar with and promotes services and programs offered by Warren RECC and its subsidiaries.
Keeps current on Customer Information System (CIS) applications and technical updates.
Maintains and updates the Customer Information System (CIS) database and associated member records as required.
Documents all interactions with members.
Answers incoming phone calls promptly and professionally to promote a positive image of the Cooperative, and routes calls to the appropriate individual/department.
Prepares and reviews activity reports as required.
Actively participates in Cooperative-sponsored activities.
Creates requests for connects/disconnects and collects appropriate fees.
Creates general maintenance requests.
Assigns Service Orders to appropriate employees as needed.
Maintains radio contact with appropriate employees relative to collections, connects, disconnects, outdoor lights, etc.
Processes completed service orders. Follow-up with members as needed.
Initiates applications for new service, conversions, and outdoor lights with regard to necessary contracts, standards, fees, and various city/county codes or requirements.
Ensures all necessary documentation is provided and/or completed.
Maintains a good working relationship with builders, electricians, electrical inspectors, planning and zoning and other agencies as needed.
Distributes meter bases to members as needed.
Consults with Field Engineering personnel and GIS Technicians on wiring standards and work order status to facilitate scheduling for optimal member service.
Consults with Engineering when requests are received from Members that require a contract. Special attention should be paid to ownership and service requirement changes which might result in the need for a new contract.
Release work orders to appropriate employees as needed.
Processes completed work orders and associated service orders as needed.
Billing and Payments
Responds to billing and/or payment inquiries, completing billing adjustments as necessary.
Uses resources available to analyze energy consumption to answer member’s questions.
Redirects Interactive Voice Response (IVR) payment rejection calls to the appropriate location.
Sets up and monitors Levelized Billing, Auto-Pay accounts, and Warm Hearts.
Accurately assesses and posts required fees to member accounts.
Posts payments made at area payment centers.
Works with members needing to make payment arrangements, provides information on possible resources available for assistance, and consults with agencies that provide these services. Posts agency vouchers to member accounts.
Collection of Delinquent Account
Reviews past-due account to determine status.
Creates and processes service orders to disconnect services for non-payment.
Documents any necessary notes and appropriate fees required for service to be reconnected.
Works with appropriate employees to disconnect/reconnect service as needed.
Pursues collection of written-off accounts. Cross-references accounts particularly at the time of application or request for service.
Processes requests for information and provides necessary documents as needed (i.e. Credit History Letters, Utility Consumption Reports, Bills, etc.).
Troubleshoots members requests associated with our CIS online, mobile applications and IVR.
Responds to member questions and/or concerns submitted through our CIS mobile application or website.
Sets up Landlord Agreements.
Processes bill payments over the counter, at drive-thru, rejected mail from payment processing center, post office box, and from depositories ensuring accurate posting to member accounts.
Reconciles daily cash/check/credit cards with cash register totals.
Prepares daily bank deposit.
Shreds and stores documents and follows the Records Retention Policy.
Assists posting outages as needed.
Provides support with Emergency Restoration Plan updates and implementation.
Provides backup to Member Services Representative I as needed.
Works according to safety rules and policies adopted by Warren RECC, is responsible for own safety, and promptly reports all accidents to supervisor.
Complies with traffic laws, regulations, and safe practices while operating any company vehicle.
Completes all training as required.
Such other duties as may be assigned.
IMPORTANT: This job description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by the immediate supervisor and other management as required.
Warren RECC reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Management reserves the right to change job descriptions, job duties, or working schedules based on the needs of the Cooperatives and/or their duties to accommodate individuals with disabilities.
POSITION: Member Services Representative II
High school graduate with additional courses in business/office and computer skills highly desirable.
Four years’ experience meeting and dealing with the public in billing, collecting, and resolving customer concerns. Two years’ experience in the utility environment a plus.
Must have a good understanding of office procedures and record keeping.
Should be knowledgeable and effective in communicating policies and procedures related to services, billing, and collections.
ABILITIES AND SKILLS
Must have a pleasant demeanor and be able to remain patient and polite in stressful situations.
Attention to detail is required. Must have ability to understand and interpret figures and be able to explain to others.
Must have ability to transition from high demand periods to slower periods in order to remain productive and efficient.
Must maintain confidentiality with sensitive personal information and respect members’ right to privacy.
Must learn how to use electric system maps and related computer applications.
Must be flexible in scheduling work priorities and be a good team player.
Normal office conditions with some overtime required.
Deals with all kinds of members, many of whom are angry or irate.
Use of personal electronic devices is not allowed at workstation.
Personal use of internet during working hours will be restricted.