Member Service Representative

Overview

Member Service Representative I – II – III

Classification: Non-Exempt

Salary Grade/Level/Family/Range: I-2, II-5, III-7

Reports to: Department Coordinator

Date: 07/30/2015

Revised: 10/3/18, 04/25/22, 09/19/22, 02/28/25, 01/28/26

Job Description

The Member Service Representative responds to members’/customers’ inquiries or complaints regarding the organization  products or services, determines best method to resolve problems to ensure member/customer satisfaction following the organization  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  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  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.

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, however the employee may be required to walk or stand occasionally, use hands, 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

MSR-II

MSR-III