JOB SUMMARY/DESCRIPTION:

Under minimal supervision, provides prompt and courteous service to members, employees, and management. To provide accurate and timely data entry required for processing and computer operations; to perform analysis, interpretation, and collection of consumer accounts, to effectively communicate the results to members of UDWI REMC. Must possess considerable skill in multi-tasking, exercising independent judgement, and working in emergency situations with speed and accuracy. Must have the ability to understand/interpret verbal and written instructions.

ESSENTIAL JOB FUNCTIONS:

• Provide prompt, efficient, and courteous customer service

• Possess thorough knowledge of UDWI's rates, policies, and procedures

• Ability to interpret and explain UDWI's rates to members

• Possess high degree of accuracy and attention to detail

• Ability to multi-task

• Maintain confidential information

• Answer correspondence from members in a timely and courteous manner

• Setting up payment arrangements with members and entering arrangements in CIS

• Working with community agencies and entering pledges for payments in CIS

• Answer incoming telephone calls in a prompt, courteous, and efficient manner and/or direct calls to the appropriate person or department

• Greet and direct visitors and/or members to the appropriate person or department

• Process new accounts and maintain existing accounts. This includes but is not limited to: (1) provide necessary forms for new service applications or account updates when needed (2) Prepare service orders for transfer requests (3) Process credit checks (4) File completed paperwork for accounts

• Create service orders and service maintenance requests

• Handle all cash register payments daily, balance cash drawer and facilitate deposits

• Assist members when buying products sold by the Cooperative

• Assist during power outages by answering telephones

• At the close of the day, ensure all monies are placed in cash bags

• Assist Collections, Operations, Marketing, and Billing Departments as needed

• Troubleshoot, respond and/or route billing concerns

• Process undeliverable mail returned from the Post Office

• Process rebate applications and/or assist members with energy efficiency inquiries

• Process non-pay disconnects/reconnects as required

• Participate in annual meeting, safety training, and civic events sponsored by the Cooperative

• Other duties may be assigned according by the needs of the Cooperative

JOB REQUIREMENTS, SKILLS AND KNOWLEDGE REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extensive experience in customer service and highly proficient in multi-tasking; utility background preferred

• Ability to acquire adequate knowledge of UDWI's rates, policies, and procedures

• Carry out variety of activities with high degree of accuracy and attention to detail

• Utilize office equipment (e.g., scanners, copiers, fax machine, 10-key calculator)

• Ability to learn current software programs and any upcoming new programs

• Possess good typing/keyboarding skills accurately and proficiently

• Possess excellent oral and written communication skills

• Possess good conflict resolution and critical thinking skills

• Possess excellent interpersonal skills including the ability to maintain a harmonious working relationship with all Cooperative employees

• Assure the confidentiality and integrity of information, reports, and data processed by the Cooperative.

• Ability to conduct oneself in a professional manner in the workplace and while representing the cooperative away from the office.

• Observe all safety rules and regulations adopted by REMC.

MINIMUM QUALIFICATIONS, TRAINING, AND EXPERIENCE:

A High School diploma or general education degree (GED) required.

WORKING ENVIRONMENT:

This position is primarily sedentary work; requires exertion of up to 10 pounds of force occasionally and/or an amount of force frequently; light lifting of generally 10 pounds or less; and sitting most of the time with repetitive motions with hands, and fingers such as dialing and keyboarding. Employee must be able to read, write, and communicate to individuals; must be able to use office equipment such as a copier, computer, printer, and telephone. This is an inside position with usual office conditions with some overtime and driving to and from meetings as required by Management.