JACKSON ELECTRIC MEMBERSHIP CORPORATION

Bilingual Contact Center Rep, Part-Time

Corporate Office, Jefferson

POSITION OBJECTIVES

To provide exceptional customer service by receiving all incoming customer service calls. Assisting members by answering all questions related to the administration of primary customer service requests including, but not limited to, the following: application for service, customer bill inquiry, payment extension agreement, service requests, rate options, internet service requests, all payments related to electric service, and other ancillary services in order to meet the service objectives of the department and the company. To answer all customer inquiries in a timely, courteous, and professional manner with the goal of one call resolution; and consistently work and communicate in a team oriented environment in accordance with the Cooperative's mission, vision and values.

Hours: Wednesday 2:00pm-6:00pm; Thursday 10:00am-6:00pm; Friday - 10:00am-6:00pm.

MINIMUM JOB SPECIFICATIONS:

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

EDUCATION: High school diploma or equivalent is required. Commercial emphasis plus applicable specialized training beyond high school is also required. Post high school training including the fundamental principles of accounting and their application to consumer accounting is preferred.

EXPERIENCE: Require a minimum of one (1) year of responsible and comprehensive experience in general office work focusing on customer service in a financial, banking or equivalent industry experience in utility, call center 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, office procedures, controls applied to preparation of electric service bills, posting, reconcilement with controls, preparation and interpretation of reports utilizing the application of data processing methods, providing information for use in answering inquiries on account. Bilingual Contact Center Representatives are required to be fluent in both English and Spanish.

SKILLS: Require the ability to determine work priorities, interpret oral and written instructions, and analyze procedural problems in tracing sources of error. Requires the ability to communicate and participate in a team oriented environment. Require the ability to prepare corrected bills and reconcile errors in meter readings, credits, and rates. Require the ability to discuss rates and rate options. Require the ability to confer with other units, sections, or departments to reconcile differences and maintain work flow. Require the ability to meet schedules and provide effective consumer accounting service. Require the ability to maintain effective and courteous business contacts. Require the ability to reason and make sound judgements and decisions within approved procedures and precedents.

WORKING RELATIONSHIPS AND CONDITIONS:

Reports to: Supervisor, Contact Center

Directs: None

Internal: Actively participates within the Cooperative team environment to develop supportive relationships essential to the success of the functions of this position, achieving the results expected and encouraging throughout the organization the concepts of teamwork and cooperative spirit.

External: Develops and maintains supportive relationships with member/consumers, the general public, and other external contacts to assure positive results.

This position is primarily sedentary work; requires visual acuity in machine operation with inspection; requires ability to hear, talk, and perform repetitive motions; 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 needs of Jackson Electric Membership Corporation. This document does not create an employment contract, implied or otherwise, other than an "at will" employment document.

ESSENTIAL FUNCTIONS:

1. Process applications for service from customers and issue various service requests, as necessary.
2. Orient new customers with regard to company billing and collection procedure and Cooperative history. Maintain filing records, as required.
3. Process payments via telephone and/or over the web. Send/receive necessary email communication concerning payment to customer.
4. Maintain working knowledge of all Jackson EMC rates in order to answer customer inquiries concerning rate options.
5. Maintain controls upon fees and amounts paid to ensure proper charging to the system. Provide reports as necessary.
6. Handle customer inquiries with regard to billing and other company procedures in a professional and courteous manner while making necessary adjustments according to established procedure. Respond promptly by telephone, email, letter, or in person.
7. Reconcile any unusual items (billing, rates, etc.) that may appear on member's record in a prompt and efficient manner.
8. Prepare required items with regard to member's account such as bank drafts, returned check notices, and delinquent notification letters.
9. Input and verify required data into the computer system, as required.
10. Provide relief duty for other jobs within the department and assist other departments when directed by supervisor.
11. Maintain balancing of virtual online cash drawer journal on a daily basis.
12. Leave work area neat and orderly at end of work day.
13. Be familiar with and follow the best safety practices set forth in the Cooperative's Safety Manual.
14. Attend and participate in annual meeting as required or directed. Attend and participate in all required meetings and trainings such as Safety, Employee Meetings, and Customer Service Training Classes.
15. Perform any other function or duties as required or assigned.

Jackson EMC is an Equal Opportunity Employer