Reporting Relationship: Customer Service Supervisor
Reporting Location: Fredonia, KS
Primary Accountability:
The Customer Service Representative (CSR) is responsible for providing courteous member services through collection of bills, routing of calls, making service orders, outages and other member information. The CSR acts as an ambassador of the Cooperative by demonstrating and communicating a positive image of professionalism.
Essential Duties:
Promptly and professionally answers the telephone and ensures Cooperative all queues are always attended.
Promptly greets and assists Cooperative members and visitors.
Monitors members service accounts including customer service emails, web/online contact submissions and request for change of service. Also responds to routine inquiries.
Answers power quality and outage report telephone calls, obtains pertinent information and route calls to appropriate personnel, as necessary.
Processes applications for membership by collecting information, performing credit checks, accessing deposits or fees processing service orders, and obtaining required documents.
Initializes service orders, utilizing the software system for service reconnects, disconnects, transfers, meter exchanges, bill complaints, brush clearing, miscellaneous and pole light device maintenance.
Processes mail and other payment sources which may include ACH payments, miscellaneous receivables payments, mailed remittance, cash register payments and reoccurring credit card files to post payments to member accounts.
Provides tax exemption forms for applicable members.
Processes, balances and closes cash drawers daily and prepares daily deposits.
Prepares, reviews, and distributes letters of credit, high usage notifications, landlord agreement service changes, miscellaneous invoices, and capital credit paperwork as necessary.
Processes member agreements for Budget Billing, Electronic Funds Transfer (EFT), and revert-to-landlord forms.
Properly retains documents in the vault as required and filed accordingly.
CSR’s will keep our members information confidential and not disclose it to unauthorized individuals.
Answering Inquiries and providing information about electric services, rates and billing to members.
Assist members with account updates, including address changes, payment method updates, and contact preferences.
Assist members to establish payment arrangements when they are facing financial difficulties.
Assist members enroll in special programs, such as budget billing, auto-pay, or energy rebate programs.
Participates in monthly billing and collection processes.
Oversees the opening and closing of the front office area in a timely basis.
Adheres to Cooperative Rules and Regulations and provides information to fulfill member requests.
Performs additional duties as assigned by Management.
Marginal Duties:
Creates letters and reports as directed by management.
Processes returned mail from the post office.
Communicates with linemen or other Cooperative personnel on the Cooperative radio.
Provides back-up support for dispatching duties, as needed.
Resolve member complaints when possible, or routes members to appropriate personnel.
Work Environment:
Professional office setting.
Must be able to report to their primary worksite after regular business hours, as soon as possible, in the event of an emergency such as electrical outages, inclement weather, etc.
Ability to travel to attend meetings, trainings, workshops, and seminars, as directed.
Benefits:
Full suite of insurance benefits offered.
Defined Benefit Pension and 401(k) employer contribution.
Paid time off to include vacation, personal time off, holidays, and sick leave.
Regular office hours are a Monday through Thursday, 7 am – 5:30 pm.
High school diploma or general education degree (GED); three years customer service related experience and/or training; or equivalent combination of education and experience.
Computer skills must include working knowledge of Microsoft Office products such as Word, Excel, Outlook, Access, and Power Point. Ability to learn and use company specific software.
A positive attitude and pleasant demeanor to both members and coworkers.
Ability to listen, understand problems and communicate solutions in person, electronically and over the phone with members, customers and employees to explain billing, payments and other issues.
Ability to learn and disseminate information regarding policies and technical advancements in the electric utility to members.
Ability to handle emotionally charged situations in a controlled manner.
Ability to understand and carry out written or oral instructions.
Ability to multi-task and work well with others in a fast-paced environment
Attention to detail and organizational skills.
A proficiency in the English language and its proper usage.
