Position Summary

The Member Service Representative is the first point of contact for our members and the public. This role ensures exceptional member service by providing professional, courteous, and knowledgeable responses regarding services, payments, and addressing member concerns. The primary work location for this position will be at headquarters; however, travel to district offices will be required as needed.

Essential Duties and Responsibilities

Member Inquiries

• Respond to member inquiries via phone, email, or in person related to billing, service, and account management.

• Resolve member concerns related to billing, service, and account management.

• Provide solutions related to rates, billing procedures, payment options, and energy-saving programs.

• Receive and process payments.

Account Management

• Process member requests related to new accounts and payment arrangements.

• Maintain accurate and up-to-date reports related to member information.

• Investigate and resolve billing inquiries, discrepancies, and/or disputes.

Administrative and Technical Tasks

• Utilize software and technology to perform daily tasks and access information efficiently.

• Generate reports and complete necessary documentation.

• Ensure the privacy and security of member information.

Other Related Duties

• Educate members about energy-saving initiatives, cooperative programs, and safety practices.

• Maintain knowledge of relevant industry changes and regulations to provide accurate information to members.

• Recommend improvements that can be made in practices, methods, processes, and procedures within the area of this job responsibility.

• Will properly use and keep in good condition all tools and equipment.

• Perform all other duties as assigned or directed.

Education and Experience

• High school diploma or equivalent.

Desired

• Two (2) years of experience in customer/member service or related role.

• Two (2) years of experience working in a utility environment.

• Familiarity with billing systems, meter reading processes, and electricity-related terminology.

Knowledge, Skills, and Abilities

• Knowledge of the electric utility industry.

• Knowledge of billing systems and meter reading processes related to the electric utility industry.

• Skill and proficiency in the use of computers, copiers, calculators, and Microsoft Office Platforms (Excel, Word, PowerPoint).

• Skill in verbal and written communication.

• Skill in time management, organization, and attention to detail.

• Skill in analytical and critical thinking for analyzing complex problems, evaluating options, and developing resolutions.

• Ability to prioritize the completion of multiple, time-sensitive tasks, and meet deadlines.

• Ability to treat confidential information with sensitivity.

• Ability to work independently and as part of a team.

• Ability to exhibit a professional and courteous demeanor.

• Ability to communicate in both oral and written form with internal and external stakeholders.

• Ability to understand, interpret, and observe Craighead Electric policies, procedures, programs, and safety rules and regulations to effectively carry out job duties.

Special Requirements

• Travel to district offices will be required as needed.

• Must have a valid Driver's License.

• May be subject to 24-hour call out.

Working Conditions and Mental or Physical Requirements

Must be able to remain in a stationary position continuously. Will frequently move inside or outside the office space. Position will continuously operate a computer and other office machinery and communicate with others. Occasionally lifts objects up to 20 pounds. Work is performed indoors.

Job Description Acknowledgement

Must be able to perform the essential elements of Member Service Representative competently, following a training period not to exceed six (6) months. Must possess personal characteristics that will make employee a productive work team member, including high integrity, good personal habits, and regular attendance at work. Should be friendly and able to meet people easily and adjust to different personalities. Should be able to gain and maintain respect of others, both inside and outside of the organization. Must be reliable and dependable and to help create, foster, and maintain a good work environment with all co-workers.

This position description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This position description does not constitute a written or implied contract of employment. Management reserves the right to change position descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities.