Member Services Representative, Sr. jobs in Fort Wayne, IN

 MEMBER SERVICES REPRESENTATIVE I

Department:              Member Services

Reports to:                 Member Services Supervisor

FLSA Status:              Non-Exempt

POSITION SUMMARY

This position oversees all aspects of member accounts such as billing, payment processing and account servicing. Provides verbal and/or written communication to NREMC members and contractors pertaining information about NREMC services, products, and/or general correspondence. Member Services Representatives will also facilitate service orders, update and manage member’s accounts, and understand and communicate capital credits to members. Exhibits superior customer service.

EDUCATION AND EXPERIENCE

Required:  High school diploma or equivalent

      Valid Driver’s License                 

 Preferred:  Associate degree or work experience in a business-related field

  Experience with electric utility customer service

KNOWLEDGE

• Demonstrate general knowledge of Northeastern REMC operations, policies, products and services with the ability to strengthen knowledge on complex electrical processes.
• Understands and adheres to the work safety rules stated in the Northeastern REMC Safety Manual. Follow appropriate safety procedures daily.
• Will be familiar with billing-related IURC rules and regulations alongside Northeastern’s rate schedules and billing-related bylaws, rules and regulations.
• Maintain knowledge of billing-related software applications as instructed.

SKILLS

• Precise and accurate data entry skills.
• Utilize critical thinking and problem-solving skills.
• Network and personal computer software programs including Office 365.
• Good organizational skills that accurately scope the length and difficulty of tasks and/or projects. Able to set objectives and goals. Uses time and resources effectively and efficiently. Arranges information, files and work in an organized manner.
• Good customer service skills that satisfy the expectations and requirements of customers by identifying needs accurately. Displays courtesy and sensitivity. Responds promptly to inquiries. Correctly deescalates difficult situations when necessary.
• Effective communication skills that clearly and accurately provide information, resources, and services to the appropriate parties with patience and professionalism.

ABILITIES

• Effective human relations allowing for the ability to work cross-functionally with many different departments and creates an inclusive place for team involvement inside and outside their department. Works cooperatively and effectively in diverse teams with the ability to resolve conflicts if necessary.
• Treats people with respect and keeps organizational commitments. Works ethically and with integrity. Displays a positive outlook and pleasant manner. Offers assistance and support to co-workers.
• Is a dependable worker that has a strong sense of initiative and flexibility. Can be trusted or relied upon to correctly complete work with minimal oversight. Offers a growth mindset that continuously strives for improvement and takes accountability.
• Ability to use good judgement when making decisions that are fact-based, accurate and reliable. Includes appropriate people when giving instructions or information to others.
• Preserve confidentiality of cooperative issues when relating to employees, members and general public including following Red Flags and PCI guidelines.

JOB RESPONSIBILITIES: (other reasonably related job duties may be assigned)

• Process payments for accounts by accepting cash, checks, electronic payments and NREMC payments. Open and sort payments prior to processing.
• Balance cash drawers, prepare bank deposits, and open and process night deposit box.
• Process credit card rejections returned payments and non-sufficient funds.
• Receive and accurately process mail daily.
• Maintain accurate customer information such as mailing address, email address, phone numbers, address changes and other personal identification information.
• Set up payment agreements, paperless billing, budget billing, deposits, and automatic payments for members.
• Learn and understand how to talk to members about high usage bills.
• Create service orders such as transfers, disconnect, reconnect, wiring advices, initial residential and commercial contacts, meter changes, etc.  Understand how workflows influence other departments and how to insert, remove or amend workflow tasks. Follow up with appropriate parties regarding status and completion when required.
• Provide information regarding pending service orders including status updates and any changes.
• Accurately answer member inquiries and concerns about account balance, usage, reading periods, budgets, payment and disconnect dates, automatic withdrawals, bill structure, and products and/or services that are offered by NREMC.
• Provide this information in a professional and confident manner in various communication channels such as verbal, written or public means.
• Be comfortable discussing different rate structures, charges and fees. Understand best practices, what causes changes, and be able to generally explain why.
• Service member accounts by researching and correcting issues. Troubleshoot problems by exhibiting well-rounded knowledge of systems and procedures.
• The ability to explain pledges for energy assistance programs and understand the process.
• Prepare and process agreements, including landlord-tenant, prepaid and propane.

• Accurately respond to capital credit inquiries, including general information about the process and how to calculate member discounts.
• Learn remittance process.
• Complete timely special projects as assigned.

May be required to perform additional Member Services responsibilities outside of their current level to support the objectives of the department.

WORK ENVIRONMENT

Full time employment that regularly occurs in business operating hours of Monday- Friday. Could be subject to after-hours work in handling non-residential member’s service needs. Primarily works inside the office to include frequent interruptions and use of computer. This is not a REMOTE position. 

This position description is not intended to be all-inclusive.  An employee will also perform other reasonably related business duties as assigned to fulfill the objectives of the cooperative.

NREMC reserves the right to revise or change the description and specifications as the need arises.