Full-Time Consumer Service Representative
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PURPOSE OF POSITION: Responsible for managing member accounts of Wheatland Electric Cooperative Inc. in a professional and timely manner. Efficiently and accurately process cash receipts, changes to service, manage member accounts and maintain individual cash drawers. Determines needs of members and general public visiting Wheatland Electric offices, escorts or directs to the proper person or department for desired information and/or assistance. To demonstrate to members, co-workers, and the general public a positive consumer-service experience when handling telephone traffic and personal visits to the cooperative.
MINIMUM JOB SPECIFICATIONS: High School Graduate or equivalent. Requires good typing skills and advanced knowledge of office equipment. Requires knowledge of and advanced proficiency in use of Microsoft Windows and Microsoft Office software including; Word, Excel, PDF and Outlook that is utilized by the cooperative. Previous computer experience and knowledge of spreadsheet programs and other computer related software programs. Requires strong attention to detail, excellent organizational skills, and the ability to maintain confidential information. Ability to resolve complex and sensitive consumer service problems through research and investigation of work papers, and discussions with members. Ability to remain calm and professional during member contacts that can be high stress and verbally abusive. Requires excellent organizing, planning, self-development, decisiveness, written and verbal communication skills. Knowledge of the electric cooperative programs and activities preferred. Requires the mental capability to perform job responsibilities with little or no supervision. Able to work overtime when needed. Some travel required including overnight. Must be able to successfully pass Wheatland Electric’s drug/alcohol screening, pre-employment and ongoing and background check.
WORKING CONDITIONS: General office environment of sedentary work, with normal temperatures and normal conversation noise levels. Requires sitting, standing, walking, reaching, bending, lifting up to 25 lbs., fine finger dexterity, talking, listening, and repetitive motion.
WORKING RELATIONSHIPS: Reports to Manager of Consumer Services. Works with employees, members, banks, and visitors. Serves as receptionist to those visiting cooperative personnel for appointments. Provides and acquires information and assistance to maintain a stable working environment and assures the achievement of cooperative goals.
BASIC DUTIES/RESPONSIBILITIES: The following are essential responsibilities of this position and do not include marginal functions that are incidental to the performance of the fundamental job duties.
a) Opens and closes member entrances to office and vault each morning and afternoon.
b) Ensure proper collection procedures, rules and regulations are followed while recovering revenue for the cooperative.
c) Handle incoming inquiries by phone, electronic communication (FAX, internet, or email) or in person and referring them to the proper individual.
d) Respond to member inquiries related to electric use including high bill inquiries, new or change of service, payment arrangement, delinquent accounts, and payment options.
e) Explains Cooperative programs and services in a manner that helps encourage members to participate in these programs and services.
f) Complete service order paper work for connection of new services including new construction or ins and outs and executes all required paperwork.
g) Complete service order paperwork for disconnect, reconnect and transfer of service requests.
h) Completes all paperwork pertaining to member account management as requested by members.
i) Coordinate delinquent bill collections, including establishment of payment arrangements, promised to pay, monitoring payments received and executing disconnects within scope of present policies and practices so the cooperative is paid in a timely manner and to minimize the risk to the cooperative.
j) Process daily, weekly and monthly reports to monitor member accounts.
k) Maintains consumer files on an ongoing basis to ensure that the member information is accurate and the member is billed correctly.
l) Receive, record, and reconcile daily collections received at counter, drop box, mail, and electronically.
m) Balances cash drawer daily.
n) Prepare receipts for deposit.
o) Complies with cooperative cash audit policies and procedures.
p) In absence of petty cash custodian maintain and reconcile petty cash account as assigned. Obtain reimbursement of petty cash fund as needed.
q) Attend schools, seminars, conferences, and online training sessions to utilize all available methods to improve knowledge, both technical and as a Consumer Service Representative.
r) Performs other duties as assigned by management.
How to ApplySend cover letter and resume to firstname.lastname@example.org by 5:00 p.m. August 7, 2017
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