PURPOSE OF POSITION The member experience representative is often the first point of contact for member inquiries, questions and concerns. Job responsibilities include but are not limited to: answering member phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is a must. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent member experience. This position is part of the member services team and works under general supervision from the member service supervisor. Requires a minimum of two years of customer or member services experience, call center experience is preferred.
CORE COMPETENCIES 1. Quality Work: Produce thorough, high-quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Work collaboratively with all departments and co-workers to implement systematic changes.
2. Productivity: Complete assigned work in a timely fashion. Utilize slow periods productively. Produce amount and volume at expected speed.
3. Technical Skills/Job Knowledge: Demonstrate high level of understanding of technical skills in area of expertise, technology, products and/or processes involved. Duly perform assigned duties. Keep current on changes and be competent with all technology necessary to perform job.
4. Communication: Clearly convey oral and written communication. Keep others informed of activities and problems in timely manner. Listen well; respond appropriately and respectfully.
5. Teamwork/Ability to Work with Others: Demonstrate ability to work in a positive manner with co-workers and/or members with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Promote harmony; agree to disagree without damaging relationships.
6. Accountability: Maintain excellent attendance and provide additional assistance after normal working hours when needed. Be reliable, prepared and accept responsibility for work and actions.
7. Integrity: Demonstrate honesty, high ethical standards, and respect for all co-workers, board of trustees and membership.
8. Professionalism: Address internal and external members with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in a timely fashion, using means of communication appropriate to the situation.
9. Support of Cooperative Goals: Support cooperative goals and adhere to all policies and procedures. Contribute effectively in support of the cooperative.
10. Problem-Solving: Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Be able to identify hidden problems and propose solutions.
Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.
Answers phones, direct calls, and take messages in a professional manner. Provide excellent member service.
Opens mail and processes payments; assists members with payment arrangements; ensures proper handling of account transfers, membership data, and new service applications for efficient, quality service to members.
Ensures confidentiality of member records. Responds to inquiries related to Inland services and member privileges.
Changes of Account:
Discusses with new members’ questions concerning Inland Power billing, services and policies.
Processes new memberships and accounts, account closures; audit new accounts for previous bad debt and verifies previous memberships; obtains landlord and owner information; coordinates credit-related actions due to service disconnects; maintains member changes in name, address, etc.; prepares disconnect and/or reconnect service requests, and charges reconnect and deposit fees, as applicable.
Accurately post various forms of payment to member accounts.
Perform daily cash drawer balance and complete nightly cash deposits.
Answers members’ questions relating to power usage/consumption, billing amounts and rates. Assists members in identifying ways to reduce electric consumption.
Posts meter readings to members’ accounts; processes various reports checking for accuracy of usage and bills; runs billing processes to create billing statements.
Balances billing transactions. Processes various forms of e-pay payments such as ACH, credit/debit cards, and members’ on-line bank payment batches. Helps maintain capital credit files and assists finance department in capital credit allocations and retirements.
Credit and Collections
Process non-sufficient fund checks and bankruptcies.
Assists members with applications for assistance through help agencies.
Delivers and processes cooperative mail; posts payments received by mail.
Assist members with questions regarding the new construction process.
Processing residential, commercial, developments and system improvement new service applications. Keep the application flowing through the workflow process.
Provide cost estimates to members.
Schedule field engineers for new service appointments.
Create and foster an atmosphere of cooperation between departments by performing all duties in a professional manner and on a timely basis, and by providing quality services in the completion of all tasks.
Performs other duties as required.
MINIMUM QUALIFICATIONS AND JOB REQUIREMENTS
High school diploma or equivalent.
Two or more years of experience in a customer or member service position, preferably in a utilities industry, financial services industry, or a call center type environment. Experience with general office practices including, but not limited to, personal computers, PC software, telephone, copy, fax and other computer peripheral devices.
Knowledge and Skills:
Knowledge of cooperative policies and procedures.
Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.
Ability to deal with the public in difficult situations.
Good problem-solving skills.
Organization skills including attention to detail and accuracy.
Professional appearance and attitude.
Excellent mathematical skills.
Knowledge and understanding of basic bookkeeping.
Ability to understand, interpret, and apply departmental processes and procedures.
Experience with customer service, billing rates and credit procedures.
Mental Demands/Working Conditions:
Ability to handle delicate situations with exceptional diplomacy; ability to deal calmly, professionally and tactfully with difficult people who may be angry, abusive, and/or threatening.
Ability to diffuse difficult, sometimes hostile, work conditions. Ability to work with law enforcement agencies and to maintain confidentiality regarding information.
Ability to work independently with minimal guidance and supervision.
Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.
Flexibility to respond quickly and effectively under time pressure.
The Member Experience Representative shall have full authority to carry out these duties and responsibilities in conformity with established policies and procedures and shall utilize time in such a way as to fulfill the objectives of this position and the cooperative.
APPLICATION PROCESS If your credentials and interest match this job, please send your completed application, cover letter and resume to: firstname.lastname@example.org or mail them to, Inland Power & Light Company, 10110 W. Hallett Rd., Spokane WA 99224-7435, Attn: Human Resources.
EQUAL EMPLOYMENT OPPORTUNITY COMMITMENT Inland Power and Light is committed to equal employment opportunity for all. Just as our commitment to quality motivates us to go the extra mile, we cooperate with the civil rights agencies in government in an effort to ensure equal opportunity in employment through an Affirmative Action Plan. To assure full implementation of this equal employment policy, we will take steps to assure that persons are recruited, hired, assigned and promoted without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age, disability or any other classification protected by nondiscrimination law.
REASONABLE ACCOMMODATION Inland Power will make reasonable accommodation to assist a qualified person with a disability in the job application, interview process and to perform the essential functions of the job whenever possible. Please contact the HR department at Inland Power if you would like assistance.
About Inland Power & Light
Inland Power and Light is a nonprofit electric cooperative providing affordable, safe and reliable electricity to over 40,000 member-owners in 13 counties throughout eastern Washington and northern Idaho. Founded in 1937, Inland Power is the largest electric cooperative in Washington.
EQUAL EMPLOYMENT OPPORTUNITY COMMITMENT
Inland Power and Light is committed to equal employment opportunity for all. Just as our commitment to quality motivates us to go the extra mile, we cooperate with the civil rights agencies in government in an effort to ensure equal opportunity in employment through an Affirmative Action Plan. To assure full implementation of this equal employment policy, we will take steps to assure that persons are recruited, hired, assigned and promoted without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age, disability or any other classification protected by nondiscrimination law.