Job Listing
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| Job ID: 12231341 |
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| Job Location: |
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| How to Apply: | To see employer contact information, log in or register. |
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| Job Title: | Member Services Representative |
| Work Type: | Work Days: Weekdays, Work Vary: No , Shift: First (Day), Hours Per Week: 40, Work Type: Regular |
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| Salary Offered: | Unspecified |
| Benefits: | 401(k) or other retirement, Clothing/uniform allowance, Dental Insurance, Health Insurance, Holidays, Sick Leave or PTO, Vacation or PTO, Vision Plan |
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| Physical Required: | Unspecified |
| Drug Testing Required: | Unspecified |
| Education Required: | |
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| Experience Required: | Unspecified |
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| Required Skills: | Position Specifications
Educational Experience
High school graduate or equivalent is required. Additional vocational training is desirable. Generalist background should include course work in human relations, English composition and grammar, communications, typing, computer skills, and office procedures. Five years experience in a comparable position, preferably with a regulated utility and knowledge of member information systems. Each year of technical school or college education may be credited for one year of experience required.
Must be able to type 50 words per minute.
Bilingual in English and Spanish preferred. |
| Preferred Skills: |
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| Job Description: |
General Summary
Establish and maintain a good working relationship with the cooperative’s members. Provides immediate, accurate and courteous member service, and coordinates necessary follow-through with other departments in an effort to achieve complete member satisfaction. Major areas include promoting marketing programs, product sales and services, member service, credit and collections; electronic funds transfer (EFT), budget billing and billing rates and procedures, helping neighbors, transfers of service, assistance programs, and regulatory compliance. Member services representatives will communicate with members using various means of communication, including but not limited to phone, email, mail, in-person, fax and online chat. Member services representatives work in a call center environment utilizing a member information system program.
Pay range: $21.20 - $28.26 based on experience
Responsibilities
Comply with established Dakota Electric Association safety and operating rules, policies, procedures, and guidelines. Be responsible for reporting any un-safe practices and or hazards to a supervisor.
Overall responsibility for resolving member inquiries including but not limited to, billing and meter reading, adjustments, consumption and usage, homestead letters, loans, tax exemption, energy conservation, credit and collections, assistance programs, helping neighbors, EFT, payment arrangements, medical emergencies, capital credits, and budget billing. Directs calls to the proper extension if not within the position's realm of responsibility.
Market energy conservation and products and services programs to residential and commercial/industrial members of Dakota Electric Association.
Process requests from current and prospective members who are attempting to establish or terminate electric service with Dakota Electric Association. Advises those members on procedures, charges and rates associated with receiving electric service. Processes, updates and closes the associated service orders. Follows-up with associated duties.
Responsible for answering the outage queue during regular business hours, providing support and processing information. Also responsible for supporting the energy services phone queue as needed.
Assist in Dakota Electric Association special events. Includes but not limited to annual meeting preparation, Zoo event, Home and Garden shows, fair booth, etc. and is available to work if needed.
Responsible for non-phone duties by processing, updating, researching and maintaining budget billing and EFT accounts, owner/complex information, faxes, member account information, member correspondence, online form submissions, mail returns, and making reminder calls to overdue accounts. Note: Non-phone duties are rotated from pod-to-pod. (Each MSR is assigned to one of the lead member services representatives in a pod).
May be assigned the responsibility of mentoring (buddy system) new member service representatives to ensure the position responsibilities are effectively carried out and understood.
Responsible for providing occasional backup support for other positions during personnel shortages.
Responsible for providing backup support for incoming, outgoing and interoffice mail and associated duties during personnel shortages.
Performs other tasks and special projects as assigned.
Reviews his/her own position description, recommending any changes to his/her supervisor.
Supervision/Direction of Others
Gives direction and guidance to Dakota Electric Association members, internal and external, ensuring resolution and thorough understanding of all DEA programs, products and services. Directs members to the proper personnel when additional information is needed.
Key Competencies
Member Focused – Enjoys helping others, is friendly, listens and responds promptly to member concerns and complaints and follows through to ensure commitments are met. Manages difficult or emotional member situations. Solicits feedback to improve service.
Problem Solving – Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Generates creative solutions, develops innovative approaches and ideas, and demonstrates attention to detail.
Technical Skills – Pursues training and development opportunities to continuously build knowledge and skills and shares expertise with others.
Communication Skills – Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions and participates in meetings.
Written Communication – Writes clearly and informatively, edits work for grammar and spelling, and varies writing style to meet needs of intended audience.
Teamwork – Exhibits objectivity and openness to others’ views, gives and welcomes feedback, contributes to building a positive team, and supports everyone’s efforts to succeed.
Leadership – Inspires and motivates others to perform well, includes appropriate employees in planning and decision-making, takes responsibility for employees’ activities, makes self available to employees, develops employee’s skills and encourages growth, gives appropriate recognition to others and continually works to improve work environment and leadership skills.
Ethics – Treats people with respect, keeps commitments, and accepts responsibility for own actions, inspires the trust of others, works with integrity and upholds organizational values.
Organizational Support – Follows policies and procedures, supports company goals and values, promotes a harassment-free environment, supports affirmative action and respects diversity.
Confidentiality – Uses discretion and maintains confidentiality in sensitive and personal matters related to the function.
Multitask – Successfully execute more than one task simultaneously.
Physical Demands/Working Conditions
The physical demands and working conditions for this position are identified on the Office/Professional template.
Additional working conditions as follows:
The customer information section will be available Monday – Friday, 7:00 a.m. - 7:00 p.m. This position will be subject to extended hours/overtime. Occasionally the employee will be required to work additional hours when necessary.
Regular and punctual attendance is an essential function of this position. The hours for this position are 10:30 a.m. - 7:00 p.m. Variations to the work schedule need to receive the supervisor's approval.
On average, the position will require the ability to type 15 minutes per hour worked. Typing will be sporadic based on incoming calls and non-phone work and can be more/less depending upon call volume.
(All duties should be considered essential functions per the Americans with Disabilities Act. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Refer to ID when applying |
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