JOB SUMMARY:
Under the direct supervision of the Member Services Manager, is responsible for handling and maintaining all new construction requests, meter sets/disconnects, collection of deposits, various inquiries from members regarding their service, member records, and all other member service functions.
ESSENTIAL JOB FUNCTIONS:
- Responsible for handling all new requests for service and new construction, obtaining signed right-of-way easements, and preparing check sheets for engineering.
- Responsible for handling and generating all service orders for meter/outdoor light sets and meter/outdoor light disconnects, as well as all other service-related orders, and seeing that same are distributed for processing.
- Responsible for accurately explaining the rate of charges applicable to a service location.
- Responsible for having a membership application signed by the member, in each members history file, as well as to see that proper charges have been made as per Cooperative policies and that all ID requirements have been received.
- Responsible for collecting deposits, completing credit checks or other means of securing accounts.
- Responsible for handing or mailing out service information to all new members as required by TPUC Substantive Rules.
- Responsible for accurately entering all data to member records regarding address changes, personal information changes, changes to the service location description, etc.
- Responsible for handling complaints from members relating to electric service and/or billing, and for initiating correspondence in replying to same prepared under the signature of URECC management currently in place.
- Responsible for initiating requests for adjustments for billing or payment changes that are made for a members account.
- Responsible for routine communication with members regarding their account and for proper documentation of such contact to the members accounts.
- Responsible for distributing conservation information and material to members as needed. (i.e. energy savings brochures)
- Responsible for handling and initiating all member-requested meter tests.
- Responsible for handling inquiries related to delinquent account, payments, check returns and deposits as requested by member or other employees.
- Responsible for determining if a member qualifies as a Senior Citizen and obtaining necessary documentation.
- Responsible for determining if member qualifies as co-signer and complete proper forms.
- Responsible for assisting with extension requests on payment of bill and deposits.
- Responsible for handling various member inquiries, including but not limited to; URECC website; Smarthub app; documentation for bank draft, budget billing, pre-paid metering, solar; and other programs offered to the member, by the co-op.
- Responsible for communicating with members regarding utility assistance and providing documentation, as needed, to such agencies.
- Responsible for maintaining a clean and orderly workspace, free of clutter, food, etc., that would otherwise detract from a professional work environment.
- Responsible for performing other such job-related duties as assigned. Occasionally, will be required to work outside of normally scheduled work hours to accommodate emergency or outage situations.
EDUCATION, EXPERIENCE, CERTIFICATIONS:
- A minimum of high school education or equivalent is required. One year of business education at a business school or college is preferred, although related work experience may satisfy the business school or college requirements. Also, must have had at least two years of customer service experience of a related nature.
- Must possess good customer relations, communication, written, oral, interpersonal, and technical skills. Demonstrate the ability to establish and maintain harmonious and respectful public contact by phone or face-to-face interaction, answering members inquiries effectively by providing accurate, meaningful, and courteous responses to questions, in a timely manner.
- Must be able to obtain a thorough understanding and knowledge of all rate schedules, Cooperative policies, and procedures necessary to see that applicable rates are assigned to each account and for accurately establishing records for new accounts.
- Must be proficient in the use of office machines such as computer, keyboard, calculator, fax and be familiar with basic computer navigation and software.
- Must be able to read digital maps to locate correct locations for meter sets and disconnects and complete knowledge of all Cooperative policies relating to same.
JOB COMPETENCIES:
- Acting with Empathy and Compassion
- Information Gathering and Processing
WORKING CONDITIONS:
General office environment work; primarily working a day shift. Flexibility to work irregular hours and on call, as required.
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Light work
Office work performed will primarily consist of sitting at a desk for extended periods of time; frequently operating a computer keyboard; answering the phone, data entry, and communicating with the members; walking to visit with other departments.
WORKING RELATIONSHIPS:
DIRECT
INDIRECT
1. All other departments and personnel, as needed or requested.
REPORTING RELATIONSHIPS:
- Reports to: Manager Member Services
- Responsible for: Not Applicable