This position will be responsible for communicating with the membership on a daily basis. He/she will work beside other team members to ensure that work is completed in a timely and accurate manner to achieve the goals and objectives of the department. This position will provide maximum service to the membership by rendering prompt, professional, accurate, efficient, and courteous service that will increase satisfaction and promote good will between the Cooperative and its members. They shall maintain a working knowledge of all areas concerned with member accounts, including the current bylaws, rates, company policies, operating procedures, etc.

Essential Job Responsibilities/Duties:

• Serve as the front line of communication for member and general public interactions. MSR’s are the first point of contact for our members with service questions, billing issues, and general phone calls. They must be able to use the systems provided to either answer the members questions or put them in touch with the correct person at MEC.
• Responsible for providing prompt, accurate, and courteous service to all members and the public according to the cooperative’s operating standards, goals, and objectives.
• Effectively explain to members policies and procedures, rates, and the process of connects, disconnects, collections, budget billing, capital credit allocations and retirements, etc.
• Assist members with questions concerning accounts, billing, payment, collection process, payment arrangements, service, capital credits, etc.
• Generate and close service orders for transfers of service, connects and disconnects.
• Calculate member deposits based on identity/credit check and credit history. Inform members of deposits and fees to be paid before service connections.
• Enter contact tracking event in the system for phone calls or emails pertaining to other departments.
• Sort and distribute Cooperative mail daily.
• Accurately post various forms of payment to member accounts.
• Ensure confidentiality of member records.
• Reconcile daily transactions with cash register totals and prepare daily cash deposit.
• Scan and attach in the vault all membership applications and other various member documents.
• Responsible for the communication with NECAC and LIHEAP, concerning pledges on member accounts.
• Check and order office supplies as needed.
• Handles all bills returned as “undeliverable” and researches the reason for the return in addition to revising the mailing address on the account if needed. Enter a note on the account indicating the bill was returned and the reason.
• Other duties as assigned.

Position Abilities & Skills:

• Ability to work with all aspects of the public and enhance the Cooperative’s image.
• Attention to detail and a high level of accuracy is required.
• Must possess excellent oral, written and interpersonal communication skills.
• Must be able to work independently as well as be a team player.
• Maintain complete confidentiality in performance of the duties and responsibilities of this position.
• Proficient in Microsoft Excel, Word and Outlook.

Position Qualifications:

• High School Diploma or GED
• Possess advanced knowledge of all account billing functions.
• Must possess strong organizational and time management skills.

Physical Demands:

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities (some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees). Requires physical ability in reaching, stooping, standing, walking, lifting, must be able to lift small objects with the fingers, grasping, talking, hearing, repetitive operations, and defined sedentary work. Visual acuity required with administrative machine operation.

Working Conditions:

• Majority of the duties performed inside under normal office conditions.
• Some overnight travel and/or air travel required for conferences, training and community outreach events.
• Employee must be available for on-call communication needs evenings and weekends and able respond to emergencies on-site and in person as needed.
• Speak clearly and listen carefully; manual dexterity and visual acuity required to perform duties of this job.
• The employee must occasionally lift and/or move up to 10 pounds.

This position will report Monday through Friday, 8:00 a.m. to 4:30 p.m. This position may be required to work hours outside normal working hours and weekends to support the cooperative during events or emergencies.