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:

• Ability to perform all duties and responsibilities of the Member Service Representative.
• Ability to perform all duties and responsibilities of the Billing Clerk.
• Ability to assist Member Service Representatives and Billing Clerks with any outstanding issues pertaining to member billing accounts.
• Ability to accurately assess a situation and determine if an adjustment to an account is needed.
• Request advice and provide assistance to the Office Manager, as needed.
• Exchange accurate information between Member Services and all other departments to ensure prompt, efficient service to Cooperative members.
• Respond to member inquiries or direct them to appropriate personnel.
• Other duties as assigned.

Position Abilities & Skills:

• Recommends improvements that can be made in practices, methods and procedures.
• Keeps informed of the cooperative’s services, policies and procedures.
• 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 possess the knowledge and ability to handle complex situations in a calm, objective manner.
• 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 to 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.

Other Duties:

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice. This position description is not deemed an employment contract and does not waive the employment at-will doctrine governed by the state of Missouri.

Failure to fulfill the requirements of this position description, changes in economic conditions, changes in operational policies or procedures, and/or other conditions or reasons may result in the elimination of this position and/or employee termination.