Member Service Representative
Job Description
Member Service Representative
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Position Objective Summary:
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Receives member requests through the phone or in person. When practical, take personal action or requests assistance from appropriate personnel to ensure opportune action. Assists members with a wide variety of needs including receiving payments and facilitating solutions to any service concerns.
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Education
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High school diploma or G.E.D. required.
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Experience
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Two years’ work experience in a clerical field with public contact duties.
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Payment collection and computer input skills desirable.
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Mental and Physical Requirements
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- The mental and physical requirements for this position (Member Service Representative) include, but are not limited to the following:
- Serve as the primary point of contact for Four County members, enhancing engagement through
- effective communication, organizing events, and feedback initiatives to improve services and
- member satisfaction.
- Has direct contact with members and visitors, assisting in handling all inquiries including
- answering telephone and in-person queries.
- Greets all members and visitors in the office, answering inquiries whenever possible or directing
- them to appropriate personnel.
- Participates with supervisor in study, review, and approval of member and collecting procedures
- established for the operation of the local office.
- Keeps thoroughly informed of all promotional efforts of Four County and discusses with members
- all aspects and benefits of the program.
- Whenever feasible and necessary, advises members on energy-conserving methods and habits.
- Represents Four County as necessary or as assigned in public and community functions or
- projects.
- Be prepared to support district and community needs during natural disasters.
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Non-Discrimination
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Four County Electric Membership Corporation will recruit, employ, and promote employees in all job classifications without regard to race, color, sex (including gender identity, sexual orientation and pregnancy), age (40 or older), religion, national origin, disability (including physical or
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mental impairment), genetic information, or veteran status.
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Exempt Status:
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The exempt status for this position is not exempt.
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Reporting relationships:
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A. Reports to: Office Supervisor
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B. Directs: None
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Essential Duties and Responsibilities:
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A: Member Engagement
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Weight: 35%
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Serve as the primary point of contact for Four County members, enhancing engagement through
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effective communication, organizing events, and feedback initiatives to improve services and
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member satisfaction.
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Has direct contact with members and visitors, assisting in handling all inquiries including
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answering telephone and in-person queries.
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Greets all members and visitors in the office, answering inquiries whenever possible or directing
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them to appropriate personnel.
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Participates with supervisor in study, review, and approval of member and collecting procedures
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established for the operation of the local office.
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Keeps thoroughly informed of all promotional efforts of Four County and discusses with members
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all aspects and benefits of the program.
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Whenever feasible and necessary, advises members on energy-conserving methods and habits.
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Represents Four County as necessary or as assigned in public and community functions or
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projects.
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Be prepared to support district and community needs during natural disasters.
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B: Communications and Resolution
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Weight: 20%
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Manage member communications with empathy and a professional tone, ensuring inquiries and
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issues are addressed promptly to maintain high member satisfaction with Four County.
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Employ empathy and a supportive tone in all interactions to understand and effectively address
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member concerns, building trust and rapport.
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Troubleshoot and analyze issues to provide effective solutions, collaborating with other
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departments and external organizations for complex problem resolution.
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Share insights and best practices with the team to foster a culture of continuous learning and
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improvement, enhancing the collective ability to serve members better.
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C: Operations
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Weight: 20%
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Oversee essential operational tasks related to member services for Four County, focusing on
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efficiency and effectiveness in service delivery, transaction processing, and operational
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improvements.
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Ensures the office is open in the mornings and secured in the afternoon and is maintained in
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a professional manner.
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Operates a two-way radio.
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Balances cash received and makes bank deposit.
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Process service orders and handle member queries about Four County’s Member portal and
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mobile app needs, ensuring clear communication and effective use of available resources.
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Works in Four County’s Call Center or Dispatch Center as scheduled or needed.
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Prepares bank deposit and cash sheet reports.
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Maintains adequate stock of required office supplies and forms needed in the office.
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D: Organization and Documentation
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Weight: 10%
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Maintain meticulous records and documentation for Four County member accounts and
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transactions, ensuring organization, accuracy, and compliance with regulatory requirements.
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Document accounts accurately after each member interaction.
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Accepts payments from members for electrical services, issuing receipts and making change.
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Accountable for member collections money received.
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Processes inactive member prepay accounts.
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Scan paper service orders and processes returned checks.
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Create and maintain Pledge report and member payment arrangement documentation.
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E: Product and Services Offering
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Weight: 10%
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Promote Four County’s range of products and services, ensuring members are well-informed
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about their options and the benefits of new and existing offerings.
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Prepares member orders for services requested by members of Four County personnel.
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Closing service orders when completed.
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Reviews and creates service orders and outages and delivers to dispatch for completion.
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In accordance with Four County policies, review and supervise the amount of security deposits to
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be collected prior to connection of service.
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F: Personal Training and Development
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Weight: 5%
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Dedicate efforts towards personal growth and professional development, staying abreast of
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industry trends, enhancing skills relevant to the role, and adopting best practices for continuous
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improvement in service delivery for Four County.
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Engages in ongoing learning opportunities to better understand the energy sector, customer
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service excellence, and operational best practices.
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