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Customer Service Representative – Page 1POSITION DESCRIPTION – Customer Service RepresentativeJob Title: Customer Service RepresentativeJob Code: 21-3541Job Summary: Responsible for taking all calls and receiving visitors to the office and directing them to the proper person or department. Receives payments and properly accounts for monies received. Responsible for maintenance of all consumer records.Position in Organization:Reports to Office Manager/Manager of Finance and Accounting. No supervisory responsibility. Closely coordinates work with other office personnel. Job Requirements:Education: High school or equivalent. Experience: None; however, preference will be given to applicants with prior related experience.Abilities and Skills:Must possess a pleasant and poised personality and the ability to approach all personal contacts in an easy, friendly and helpful manner. Must be capable of exercising sound judgment in dealing with consumers and other callers at the office. Must have the mathematical skills necessary to handle large sums of money, balance cash drawers, figure bills, make change, etc. Must possess or be capable of readily acquiring basic computer skills.Must have, or acquire, a general knowledge of all rate schedules, policies, procedures and other matters relating to the Cooperative. Must possess the ability to effectively explain the provisions of such matters to consumers and other callers. Must have, or acquire, a reasonably thorough understanding of the Cooperative’s system mapping and the ability to read and interpret map locations to others.Must be physically capable of performing required duties.Must consistently present a neat, well-groomed appearance.Job Responsibilities and Duties:Responsible for receiving all incoming telephone calls, for supplying routine information, and for referring calls to the proper person or department. Customer Service Representative – Page 2 Responsible for greeting all visitors to the office and directing them to the appropriate person or department.Keeps a log of the location of all personnel when this information is available in order to assist visitors to the Cooperative concerning the availability of Cooperative personnel for receiving visitors.Assist in the opening of the daily mail.Responsible for transferring the phone to Northeast Power Dispatch each evening and transferring it back to the office number each morning.Responsible for accepting payments and properly accounting for all monies received.Responsible for balancing daily cash drawer.Responsible for applying address changes.Responsible for receiving and dispatching radio messages.Responsible for information regarding service orders, connects, meter changes and disconnects.Must be willing, in case of emergency, to answer phones and relay information to crews working outages.Responsible for the current, accurate and orderly maintenance of all files pertaining to his/her assigned duties.Responsible for consistently maintaining prescribed housekeeping standards with respect to his/her desk, files and surrounding work area.Responsible, at all times and under any circumstance requiring contact with Cooperative members of the general public, for conducting himself/herself in a manner that will project a positive image of the Cooperative. Responsible for insuring that an adequate stock of all forms and supplies used in connection with assigned duties are on hand, and for advising the Accounting Clerk of the need for re-ordering such supplies in ample time for orderly procurement.Responsible for receiving all monies paid to the Cooperative for electric service, membership and/or other fees, deposits, merchandise or resale material, and/or other purposes. Responsible for the accuracy of such transactions whether paid in person, received through the mail, or in any other way, as well as for issuing and mailing if necessary, applicable receipts.Responsible, in accordance with established procedures, for accurately recording, summarizing and balancing cash receipts daily and for preparing bank deposits to authorized bank(s), and for delivering related duplicate deposit receipts to the Office Manager/Manager of Finance and Accounting. Responsible for proper handling and accuracy of all cashiering transactions handled personally by any employee who may from time to time assist in the collection of bills, and for balancing cash drawers daily.Responsible, in accordance with established procedures, for the complete coordination and maintenance of all data related to the individual records of members. The following are typical, but not all-inclusive of such tasks:Initiating and processing general paper work related to connects.Distribution of new member information such as Bylaws, rate charts and any other pertinent information applicable for a new member.All required procedures involving disconnected accounts including mailing final bills.Sending notices of memberships and deposits due, keeping track of their payments, and the recording of memberships and deposits received.Handling of returned checks. Issues the letter for the collection of returned checks.Keeping mailing list current.Responsible for the current, accurate and orderly maintenance of all files pertaining to maintaining member files, general filing of job orders, memos, applications for new service, membership and deposit records and related data.Responsible for helping with collections, calls, and arrangements for delinquent bills.Responsible, in the interest of coping with peak workloads and/or for training purposes, for relieving and/or assisting other office personnel as assigned.Revised 1/2018 ................
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