Member Service Rep. Bi-Lingual PT

Position Description

JACKSON ELECTRIC MEMBERSHIP CORPORATION

PART TIME BILINGUAL MEMBER SERVICE REPRESENTATIVE (CONTACT CENTER)

Position Objectives:
To provide exceptional customer service by receiving incoming customer service calls. Assist members by answering all questions related to the administration of primary customer service requests including, but not limited to, the following: application for service, customer bill inquiry, payment extension agreement, service requests, rate options, internet service requests, all payments related to electric service, and other ancillary services in order to meet the service objectives of the department and the company.

To answer all customer inquiries in a timely, courteous, and professional manner with the goal of one call resolution; and consistently work and communicate in a team oriented environment in accordance with the Cooperative's mission, vision, and values.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Require High school diploma or equivalent. Prefer specialized training including the fundamental principles of accounting and their application to consumer.

Require a minimum of one (1) year of responsible and comprehensive experience in general office work focusing on customer service in a financial, banking or equivalent industry experience in utility, call center or service-type organization.

Require a working knowledge of principles related to basics of consumer accounting methods, determining priorities of work, meeting schedules, as well as knowledge of controls as it applies to preparation of electric service bills, posting, reconcilement, preparation and interpretation of reports. Require utilizing the application of data processing methods; and providing information for use in answering inquiries on accounts. Require the ability to be fluent in both English and Spanish.

Must be willing to pursue a continuous program of self‑development both inside and outside of work hours in furthering his/her knowledge to develop in the job and accept increasing responsibilities.

Require the ability to interpret oral and written instructions and analyze procedural problems in tracing sources of error. Require the ability to communicate and participate in a team oriented environment. Require the ability to prepare corrected bills and reconcile errors in meter readings, credits, and rates. Require the ability to discuss rates and rate options. Require the ability to confer with other units, sections, or departments to reconcile differences and maintain workflow.

Require the ability to meet schedules and provide effective consumer accounting service. Require the ability to maintain effective and courteous business contacts. Require the ability to reason and make sound judgments and decisions within approved procedures and precedents.

Reports to:

Contact Center Supervisor

Directs:
None

Internal:
Actively participates within the Cooperative team environment to develop supportive relationships essential to the success of the functions of this position, achieving the results expected and encouraging throughout the organization the concepts of teamwork and cooperative spirit.

External:
Develops and maintains supportive relationships with member/consumers, the general public, and other external contacts to assure positive results.

This position is primarily sedentary work; requires visual acuity in machine operation with inspection; requires ability to hear, talk, and perform repetitive motions. Not substantially exposed to adverse environmental conditions.