Member Service Representative

Overview

The Member Service Representative responds to members’/customers’ inquiries or complaints regarding the organization's products or services, determines best method to resolve problems to ensure member/customer satisfaction following the organization's policies, coordinates problem resolution with appropriate departments, informs members/customers of standard procedures or resolution of problem, follows up to ensure member/customer satisfaction, and possesses knowledge of the organization's policies, procedures, practices, products and services.

The position contributes to a safe, compliant, and efficient workplace within an electric and broadband utility environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Maintain knowledge of all Member Services duties and provide support in various areas as needed.
• Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
• Process membership applications, service orders, and required reports.
• Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
• Educate members/customers about the Cooperative’s services and programs.
• Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
• Collect, research, and process payments both in person and over the phone.
• Assist the Member Services Coordinator with projects and special assignments.
• Dispatch service personnel during regular business hours and after hours as needed.
• Cover vacancies and assist in areas requiring additional support.
• Travel between area offices, as needed to fulfill job responsibilities.
• Travel to the Edgefield office on a weekly/regular basis to provide coverage in support of their work schedule and to ensure continuity of operations during planned and unplanned staff absences. This position serves as the primary support resource for the Edgefield office.
• Comply with all AEC policies, procedures, and safety practices; participates in required safety meetings and training; and promotes a positive and professional image of the Cooperative.

Ethics and integrity

Oral and written communication skills

Analytical and critical thinking

Organizational awareness and alignment

Collaboration and teamwork

Professional and technical credibility

Project and time management

Risk awareness and compliance

Service orientation

None

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

This is largely a sedentary role; the employee may be required to walk or stand occasionally, use hands and fingers to handle or feel, and reach with hands and arms. The employee is regularly required to talk or hear.

Periodic travel to state and local destinations, as well as some interstate travel, is required.

MSR-I

• High School graduate with business courses and exceptional customer service experience.
• Proficient use of telephone, computers, and communication equipment.
• Working knowledge of principles and practices involved in basic office procedures and record keeping.
• Experience in meeting and dealing with people both over the telephone and in the office.
• One year or more of customer service experience.

MSR-II

• All of the above education and experience, plus three years or more of customer service experience.
• Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
• The Electric Cooperatives of SC Member Service Certificate.

MSR-III

• All of the above education and experience, plus five years or more of customer service experience.
• Ability to calculate AEC rates efficiently and communicate rates to members.
• Proficient knowledge of Cooperative programs, policies, and practices.
• Must demonstrate leadership within the department.

MSR-I-II-III

• Two-year degree with business courses in…