Member/Customer Service Associate

Job Description

Job Description

Salary :

OEC is a not-for-profit electric cooperative and is owned by those we serve our members. We work for our members, not for distant investors.

That means any revenue we make in excess of the cost to do business is returned to our members. OEC strives to be our members’ trusted, preferred energy provider and impactful community partner.

We believe one avenue to accomplish this is by hiring individuals who will partner with us in providing outstanding service to our members.

We offer competitive pay, an excellent benefits package including medical, vision, and dental insurance, retirement options, as well as paid vacation and sick leave.

We are currently accepting application for a Member / Customer Service Associate. This is a full-time position located in Norman, OK and will typically work Monday - Friday, 8 am - 5 pm.

Our Member Service Associates are responsible for providing members and visitors with a positive experience through in-office and multi-media interaction (telephone, email, mail, chat), processing cash and check receipts, preparation of incoming and outgoing mail, and filing and indexing of important documents.

This position works in a fast-paced call center environment supporting our members with account and billing questions, general inquiries, and other needs.

Responsibilities include :

• Serves as first line representative of the Cooperative to members, subscribers, and visitors.
• Greets and interacts with members, subscribers, and visitors in-office, drive thru, and multi-media in a friendly, courteous, and professional manner.
• Provides information on products and services offered by the Cooperative, including prepaid billing, energy monitoring programs, web-based applications, peak pricing program, fiber services, such as internet, TV, and phone, and other programs.
• Promptly and appropriately resolves matters with irate members. Notifies supervisor in a timely manner when necessary.
• Answers questions and complaints about electric and fiber bills either in the office or through multi-media.
• Responds in a prompt, courteous, and efficient manner ensuring that the concerns are properly and efficiently completed.
• Assists with outage calls as needed.
• Creates Contact Tracking entry on account with detailed notes of the interaction.
• Assists in the daily processing and posting of payments and other monies received in the office and from depositories.
• Reconciles daily cash / check payment stub totals.
• Receives and processes aid to construction payments, general ledger payments, and other miscellaneous payments.
• Assists in processing returned checks.
• Balances cash register drawer.
• Takes electric and fiber connects, disconnects, transfers of service, outdoor light service orders, and job reports in the office or through multi-media.
• Creates applicable service order to ensure appropriate department receives the request.
• Reconnects accounts previously disconnected for non-payment.
• Coordinates scheduling of OEC Fiber home installations.
• Assists in making deferred payment arrangements with members and assists with the collection process during cut-off periods.
• Records the payment arrangement in detail on the corresponding accounts.
• Adheres to departmental guidelines in the structure of payment arrangements.
• Maintains up-to-date information on member and subscriber accounts to ensure accuracy and correct billing.
• Updates mailing address and telephone numbers as requested by member or authorized party.
• Sets up, removes, updates enrollment and member information regarding auto-pay, e-bill, budget billing, and Operation Round-Up.
• Researches discrepancies and remedies according to departmental guidelines, including calculating and processing billing adjustments and sending revised bill as necessary.
• Receives and processes letters of credit of other utilities and sends letters of credit to other utilities in an accurate and timely manner.
• Collects, sorts, and delivers mail.
• Retrieves mail from the post office using a Cooperative vehicle.
• Opens, sorts, and distributes mail by department.
• Checks returned mail and researches to find updated addressed.
• Accurately operates postage meter machine to ensure correct postage is applied to outgoing mail.
• Organizes digital documents in document management program.
• Prioritizes and organizes work in the most efficient manner.
• Assists as required in performing all duties assigned to other Member Services personnel.

Ideal candidates meet the following qualifications :

• High school diploma or equivalent
• Customer service experience
• 10-key experience preferred
• Working knowledge of computer technology
• Working knowledge of Microsoft Office applications
• Skills in : effectively communicating information verbally and in writing; using logic and reason to identify the strengths and weaknesses of alternatives solutions;

navigating multiple computer applications simultaneously; actively looking for ways to help others; giving full attention to what others are saying, taking the time to understand them, and asking questions as appropriate; time management

Ability to : listen, read, and understand information and ideas presented verbally and in writing; combine pieces of information to form general rules or conclusions;

apply general rules to specific problems to produce answers that make sense

Qualities of : thoroughness; detail-oriented; sensitivity to others' needs and being understanding and helpful; guiding oneself with minimal supervision and depending on oneself to get things done;

being reliable, responsible, and dependable; honest and ethical; having a calm demeanor and dealing effectively with high stress situations