Member Services Representative

Safety and Well-Being Primary Responsibilities:
1. Must take reasonable care of and cooperate with actions taken to protect the health and safety of both himself/herself and others. 2. Must report all accidents, incidents, and hazards to his/her supervisor as soon as is practicable. Minimum Job Specifications: 1. High school diploma or GED (General Equivalency Diploma) required. Associates degree or higher preferred.
2. Minimum two (2) years’ customer/member service experience required.
3. Some accounting experience preferred.
4. Computer skills required, including experience with Microsoft Office products.
5. Able to make timely decisions and handle stressful situations.
6. Must have the ability to effectively meet, communicate, and work with the membership, at times under stressful circumstances.
7. Must be able to use basic office equipment effectively.
8. Ability to work in different office locations throughout the co-op system. Company vehicle will not be provided.
9. A valid Pennsylvania Driver’s License is required.
10. Ability to become CPR/AED certified, maintain a valid certification card and attend CPR/AED training every two (2) years.
11. Ability to become a certified Notary Public within the first year of employment.
12. Ability to work in the office as needed. Working Conditions: Work is performed in various controlled office environments throughout the system with some irregular hours and, at times with overtime required. Member Services Representative Page 2 Essential Duties/Responsibilities:
1. Positively communicates cooperative policies, billing and collection procedures, and marketing programs to members.
2. Responsible for providing prompt, accurate, and courteous service to all members and the public according to the cooperative’s operating standards, goals, and objectives.
3. Maintains working knowledge of National Information Solutions Cooperative (NISC) consumer service records and billing software, marketing and member services programs, and techniques in dealing with members and the public.
4. Maintains a professional relationship with members and the public to promote a positive image.
5. Establishes, scans, and maintains member database and records.
6. Initiates new service requests, consumer records, billing and collection processes, service disconnections, marketing, and other member services-related duties.
7. Performs general correspondence, service orders, right-of-way easements, membership applications, record changes and other member data updates.
8. Answers phone calls from members and researches/updates accounts as the call requires.
9. Authorizes termination of service for nonpayment of electric bills.
10. Exercises independent judgment when setting up pay schedules for delinquent accounts.
11. Performs data entry.
12. Processes accounts receivable payments.
13. With training, will learn to work alone in district offices.
14. Ability to respond and record outage notifications and take member calls during system emergencies.
15. Promotes important co-op programs to the membership (Project Helping Hand, Coop Owners for Political Action (COPA) and assists with community involvement activities as needed.
16. Other duties as assigned.
17. Travels and works out of different district offices, as needed. Working Relationships: Internal: All Employees Board of Directors External: Members Vendors Public