Part Time Customer Service Representataive

Jackson Electric Membership Corporation

Customer Service Representative

As a VEVRAA Federal Contractor, Jackson EMC has a high interest in priority referrals of protected veterans for our job openings.Jackson EMC is an Equal Opportunity and Affirmative Action Employer including, Veterans and Individuals with Disabilities.

POSITION OBJECTIVES: To provide prompt, efficient, and courteous service with regard to receptionist duties, member/customer information, collection of member payments, and member application for service; to work and communicate in a team-oriented environment in accordance with the Cooperative's mission, vision, and values.

WORKING RELATIONSHIPS AND CONDITIONS:

Reports to: District Office Supervisor

Directs: None

Internal: Shall foster the development of those supportive relationships essential to the fulfilling of the functions of this position, achieving the results expected and encouraging the organization the concepts of teamwork and Cooperative spirit and vision.

External: Shall maintain supportive relationships with member-consumers, the general public, and other external contacts to assure that satisfactory results are achieved.

This position requires sedentary work: requires visual acuity in machine operation with inspection, requires repetitive motions, hearing, talking, feeling, grasping, lifting, pulling, pushing, walking, reaching, standing, crouching; and is not substantially exposed to adverse environmental conditions.

The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the business needs of Jackson Electric Membership Corporation. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

ESSENTIAL FUNCTIONS:

1. All Customer Service Reps are to be available to work both in office as well as remotely as needed. When working remotely, the Customer Service Rep will fulfill the essential responsibilities of his/her job while remaining off campus, using the information and communication technologies.
2. Process applications for service from members and issue service orders as necessary, in person, via phone, electronically through e-mail.
3. Orient new members with regard to company billing and collection procedures and Cooperative history. Maintaining filing records as required.
4. Receive payments for electric bills, deposits, membership fees, and other charges through the mail and in person. Process all payments per established guidelines via cash drawer, credit card machine and Remit Plus.
5. Prepare and process bank deposits and daily cash collection reports.
6. Maintain controls upon fees and amounts paid to ensure proper charging to the system. Provide reports as necessary.
7. Handle member inquiries with regard to billing and other company procedures, making necessary adjustments according to established procedure. Respond promptly by telephone, letter, or in person. Provide for two-way radio communication with Jackson EMC personnel in a courteous and professional manner.
8. Reconcile any unusual items (billing, rates, etc.) that may appear on a member's record in a prompt and efficient manner.
9. Prepare required items with regard to a member's account such as bank drafts, bad debt payments, refund checks, membership applications, delinquent notification notices, and orders to disconnect.
10. Input and verify required data into the computer system as required. ( timesheets, vouchers, meter readings, etc.)
11. Provide relief duty for other jobs within the department and assist other departments when directed by supervisor.
12. Maintain balancing of cash deposits daily.
13. Oversee and disburse electronic service work via software currently utilized.
14. Assist members with the operation of indoor and outdoor kiosks.
15. Complete Smart Hub tasks as needed: tasks to include customer inquiries, requests for services and account maintenance. All tasks to be processed in a timely fashion and completed by the end of business each day.
16. Assist with training of new Customer Service Representatives.
17. Assist by preparing letters, forms, and other information mailed to members such as letters of credit, copies of bills, or other account related member requests.
18. Leave work area neat and orderly at end of workday.
19. Be familiar with and follow the best safety practices set forth in the Cooperative's Safety Manual.
20. Attend and participate in annual meeting as required or directed.
21. Perform other functions or duties as required or directed.

GRADE: CTC-5

MINIMUM JOB SPECIFICATIONS:

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

EDUCATION: Require High school diploma or equivalent with applicable specialized training beyond high school. Require Post High School training to include the fundamental principles of accounting and their application to consumer accounting.

EXPERIENCE: Require a minimum of one (1) year of responsible and comprehensive experience in cashiering, customer service, and/or general office work. Prefer experience in customer service in a financial, banking or equivalent industry experience in utility or service-type organization.

KNOWLEDGE: Require a working knowledge of principles related to duties of the position including basics of consumer accounting methods, determining priorities of work, meeting schedules, and office procedures, as well as controls applied to preparation of electric service bills, posting, cashiering, reconcilement with controls, and preparation and interpretation of reports utilizing the application of data processing methods, providing information for use in answering inquiries on account. Must be willing to pursue a continuous program of self-development both inside and outside of work hours in furthering his/her knowledge to develop in the job and accept increasing responsibilities.

SKILLS: Require effective leadership skills, excellent communication skills, both written and verbal, and the ability to work in a team environment. Require the ability to cooperate, perform, and contribute to the department's goal of providing excellent customer service, interpret oral and written instructions, and analyze procedural problems in tracing sources of error. Require ability to prepare corrected bills and reconcile errors in meter readings, credits, and rates. Require ability to confer with other units, sections, or departments to reconcile differences, develop procedures, and maintain work flow. Require ability to meet schedules and provide effective consumer accounting service. Require ability to maintain effective business contacts with people and to reason and make sound judgements and decisions within approved procedures and precedents.