Warren RECC is an equal opportunity provider and employer.
WARREN RURAL ELECTRIC COOPERATIVE CORPORATION
MEMBER SERVICES DEPARTMENT
MEMBER SERVICES REPRESENTATIVE II - DISTRICT
To provide superior service to Warren RECC members and the 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 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 always maintaining good public relations with members and the public.
Reports to: Member Services Supervisor
Maintains working knowledge of Cooperative rates, rules, regulations, programs, and company policy in order to provide answers to member inquiries.
Understands 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.
Posts voucher payments from local agencies and churches.
Prepares daily bank deposit.
Processes miscellaneous payments.
Posts collection agency payments.
Reconciles and maintains petty cash drawer and employee stamp drawer.
Post payments for affiliated services as needed.
Opens and closes front entrance and drive thru window daily.
Keeps lobby and work area neat and straight.
Maintains documents and records according to the Records Retention Policy.
Assists posting outages as needed.
Provides support with Emergency Restoration Plan updates and implementation.
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 Cooperative 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.
Knowledge of NISC customer information and accounting systems, and Warren RECC work order management and mapping systems preferred.
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 be able 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, especially in emergency situations.
Must keep work and filing areas organized and presentable.
About Warren Rural Electric Cooperative Corporation
Warren RECC was formed in 1938 to bring electricity to individuals and communities in rural areas of South Central Kentucky and we are still run locally. We serve over 70,000 members in Warren, Simpson, Butler, Grayson, Barren, Ohio, Logan and Edmonson counties. From your home to the businesses that you depend on every day, we provide the power they need to run. It’s our mission to make sure our community thrives. If you are interested in an atmosphere of teamwork and community spirit, consider applying for a position at Warren RECC.