Member Relations Agent

PHYSICAL OFFICE LOCATION: 201 South Avenue F, Johnson City, TX 78636 

 

Hybrid Work Options Available

 

$18.23 Minimum Starting Base Pay* + KPI Bonuses + Competitive Benefits

*Qualifications may warrant greater starting base pay within the full pay range.  Individual base pay is determined by experience, job-related skills, and relevant education or training.

Position Summary

This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.

Essential Duties & Responsibilities

• Act as the primary point of contact to the Cooperative members
• Maintain a high level of courteous member service and professionalism at all times
• Communicate, mediate and negotiate with members to resolve issues
• Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues
• Create, maintain and safeguard complete and accurate records of member transactions regarding billing, service requests, collection activity, capital credit allocations, financial assistance and complaint resolution               
• Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures
• Prioritize and manage multiple member issues at one time          
• Utilize databases and software applications to verify member identity and analyze customer account information
• Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages
• Recognize and communicate potential field safety hazards based on information provided by the member               
• Determine and post applicable fees associated with electric service         
• Review account balances and payment arrangements to facilitate collection on delinquent accounts
• Identify residential and commercial account billing issues and work to correct errors        
• Determine eligibility and set up payment plans in accordance with Cooperative guidelines

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• Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management
• Embrace new approaches and discover ideas to create a better member experience
• Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures
• Recognize and report safety and security issues
• Participate in industry specify continuing education
• Coordinate activities with other departments
• Maintain the security of confidential information             
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

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Supervisory and/or Leadership Responsibilities

None

Knowledge, Skills & Abilities

• Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
• Knowledge of principles and processes for providing customer service
• Skilled in time management
• Skilled in prioritizing and managing changing priorities
• Ability to effectively explain and base decisions on Cooperative policies and procedures
• Ability to work in a team environment
• Ability to accurately perform required tasks and meet deadlines
• Ability to multi-task
• Ability to quickly recognize and analyze irregular events