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Title

Member Service Representative I (MSR I) 

Job Posting Details  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
About the Organization RC desires to be a leading cooperative providing top tier performance in safety, service and reliability.We are recognized as a highly efficient cooperative applying superior customer service, best work practices and effective technologies that result in high value for our members. We emphasize developing employees as leaders with a highly trained and qualified workforce to meet future challenges and opportunities. RC is recognized as a leader by the cooperative industry, stakeholders and the community for delivering effective and high impact diversified services for our members and community welfare. We are known for our compassion, care, and commitment to the communities we serve.



To learn more about what Roanoke Cooperative does, use the below link.

https://www.youtube.com/watch?v=5OIvLihegpk  
Description

BASIC FUNCTION:

This position is responsible for supporting the overall goals and objectives of the Cooperative by coordinating requests for electric service, maintaining accurate member records, and handling all inquiries pertaining to the Cooperative’s line of products and services.

 

ESSENTIAL DUTIES/RESPONSIBILITIES:

Cash Register Work (30% of the time)

  1. Works in rotation serving as a cashier and receives bill payments over-the-counter and at the drive-thru
  2. Posts incoming mail payments and balances payment stubs to checks
    1. Process e-check or credit/debit card payment transactions. Perform ACH deposit of incoming mail payments.
  3. Prepares daily bank deposit, balances receipts with records, and prepares summary receipts

Contact Center Work (70% of the time)

  1. Responds to member-owner billing inquiries, arrangement requests, and open service orders update requests
  2. Coordinate connects on new constructions and existing structures, reconnects on services interrupted for non-payment or any other reasons, and disconnects for memberships in transit to include processing all service orders for all above.
    1. Perform credit check on all new members in order to communicate level of guarantee for payment of electric bill based on credit history and communicate fees for service requests to the member-owners and Cooperative personnel.
  3. Maintain availability in the Cooperative phone system in order to provide prompt service to member-owners.
  4. Maintain records of member-owner interactions and transactions, recording details of inquiries, complaints, comments, and actions taken to member-owner account through use of the UPN Consumer Accounting System. Maintaining the security and privacy of member-owner information.
  5. Based upon a call, research unresolved member-owner grievance inquiries, and survey responses for follow-up response in a timely manner. Prepares correspondence to handle member-owner inquiries, prepares and submits requested information.
  6. Maintains proficiency in using the Cooperative’s Customer Information System (CIS) and working in all of its sub-units. This includes internet services provided by the Cooperative’s subsidiary Roanoke Connect.
    1. Learn Capital Credit Estate intake process.
  7. Informs member-owners of Cooperative payment methods or outside assistance programs as they may apply to the member-owner needs; offers and enrolls member-owners in appropriate Cooperative products.
 
Position Requirements

EDUCATION AND EXPERIENCE:

  • High School Diploma and five years or AA/Technical Degree and one year
  • Customer Service and working with the public on a personal basis desired.

 

KNOWLEDGE, SKILLS AND ABILITIES:

  1. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

  1. Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

  1. Knowledge of personal computers to include typing and having a familiarity with the Microsoft Windows operation system. Familiarity with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Access desired.

  1. Understands the spoken word by being attentive and properly interpreting and/or responding to verbal communication, understanding points made, asking questions as appropriate, and not interrupting at inappropriate times.

  1. Wants to learn and cooperate with fellow employees and with his/her supervisor and to become very efficient and knowledgeable of rural electrification and the electric utilities industry.

  1. Actively looking for ways to help people.

  1. Must have the ability to develop skill in customer and public relations.

  1. Must be able to learn safe working procedures and follow the same.

  1. Must be able to maintain control of calls.

  1. Should be willing to develop interest in and knowledge of the ideals and objectives of the Cooperative.

 
Full-Time/Part-Time Full-Time  
Tags  
Position Member Service Representative I (MSR I)  
Close Date 9/30/2022  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Open Date 9/16/2022  
Location Roanoke Cooperative  
Description Continued 09162022 Member Service Representative 1.pdf 


This position is currently not accepting applications.

To search for an open position, please go to http://RoanokeElectricMembershipCorp.appone.com



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