Member Service Representative I – II – III

 

Classification: Non-Exempt

Salary Grade/Level/Family/Range: I-2, II-5, III-7

Reports to: Department Coordinator

Date: 07/30/2015

Revised: 10/3/18, 04/25/22, 09/19/22, 02/28/25, 01/28/26

 

JOB DESCRIPTION

Summary/Objective

The Member Service Representative responds to members’/customers’ inquiries or complaints regarding the organization's products or services, determines best method to resolve problems to ensure member/customer satisfaction following the organization's policies, coordinates problem resolution with appropriate departments, informs members/customers of standard procedures or resolution of problem, follows up to ensure member/customer satisfaction, and possesses knowledge of the organization's policies, procedures, practices, products and services. The position contributes to a safe, compliant, and efficient workplace within an electric and broadband utility environment.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

 

1. Maintain knowledge of all Member Services duties and provide support in various areas as needed.
2. Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
3. Process membership applications, service orders, and required reports.
4. Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
5. Educate members/customers about the Cooperative’s services and programs.
6. Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
7. Collect, research, and process payments both in person and over the phone.
8. Assist the Member Services Coordinator with projects and special assignments.
9. Dispatch service personnel during regular business hours and after hours as needed.
10. Cover vacancies and assist in areas requiring additional support.
11. Travel between area offices, as needed to fulfill job responsibilities.
12. Travel to the Edgefield office on a weekly/regular basis to provide coverage in support of their work schedule and to ensure continuity of operations during planned and unplanned staff absences. This position serves as the primary support resource for the Edgefield office.
13. Comply with all AEC policies, procedures, and safety practices; participates in required safety meetings and training; and promotes a positive and professional image of the Cooperative.

 

Competencies

1. Ethics and integrity
2. Oral and written communication skills
3. Negotiation skills
4. Analytical and critical thinking
5. Organizational awareness and alignment
6. Collaboration and teamwork
7. Professional and technical credibility
8. Project and time management
9. Adaptability
10. Risk awareness and compliance
11. Service orientation

 

Supervisory Responsibility

None

 

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

 

Physical Demands

This is largely a sedentary role, however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear.

 

Travel

Periodic travel to state and local destinations, as well as some interstate travel is required.

 

Required Education and Experience

MSR-I

1. High School graduate, with business courses and exceptional customer service experience.
2. Proficient use of telephone, computers, and communication equipment.
3. Working knowledge of principles and practices involved in basic office procedures and record keeping.
4. Experience in meeting and dealing with people both over the telephone and in the office.
5. One year or more of customer service experience.

 

MSR-II

1. All of the above education and experience plus three years or more of customer service experience.
2. Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
3. The Electric Cooperatives of SC Member Service Certificate. 

 

MSR-III

1. All of the above education and experience plus five years or more customer service experience.
2. Ability to calculate AEC rates efficiently and communicate rates to members.
3. Proficient knowledge of Cooperative programs, policies, and practices. 
4. Must demonstrate leadership within the department.

 

Preferred Education and Experience

MSR-I-II-III

1. Two-year degree with business courses in bookkeeping.

 

Additional Eligibility Qualifications

1. Valid Driver’s License
2. Legally eligible to work in the United States

 

EEO Statement

Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

 

At-Will Employment Statement

This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.

 

This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.

 

Other Duties

Please note this job 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 with or without notice.

 

Due to the nature of an electric and broadband utility, all employees are subject to working extended hours, holidays, nights, and weekends with or without notice.  All employees of Aiken Electric Cooperative, Inc. may be required to work during Annual Meeting.  Additional duties or responsibilities may be assigned

 

Signatures
This job description has been approved by all levels of management:

Manager____________________________________________________

HR_________________________________________________________

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Employee__________________________________ Date_____________

 

 

 

 

 

NRECA Electric Cooperative Employee Competencies

 

Business Acumen Integrates business, organizational and industry knowledge to one’s own job performance	Electric Cooperative Business Fundamentals Understands and integrates cooperative principles and industry knowledge into daily practice.
	Organizational Awareness and Alignment Understands and supports the formal and informal decision-making structures and relationships in the organization.
	Professional and Technical Credibility Keeps current in area(s) of expertise and demonstrates competency within areas of functional responsibility.
	Technology Management Keeps current on developments and leverages technology in performance of job duties.
	Safety Awareness Applies core safety knowledge, skills and mindset to everyday work.
Interactions with Others Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.	Ethics and Integrity Demonstrates personal and professional honesty and chooses ethical courses of action.
	Interpersonal Awareness Maintains constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
	Communication Receives and conveys information to diverse audiences in diverse situations.
	Collaboration and Teamwork Works cooperatively and collaboratively with others to achieve collective goals.
	Service Orientation Demonstrates a desire and ability to serve and work in partnership with others (members, colleagues, stakeholders).
	Respect and Appreciation of Differences Recognizes, respects, and adapts to others' differences in order to work effectively.
Resourcefulness And Accountability Takes responsibility for accomplishing work objectives and delivering business results.	Self-Management Demonstrates resiliency and manages own time, priorities, and resources to achieve goals.
	Flexibility and Innovation Is adaptable and contributes creative ideas and solutions to meet changing business needs.
	Results Oriented Strives for excellence in achieving business outcomes.
	Influence and Negotiation Manages challenges in a constructive manner and reaches compromises, gains support and strives for win-win solutions.
	Critical Thinking and Decision Making Uses objective analysis and evaluation to make decisions and implement solutions.
	Continuous Learning and Development Displays curiosity and an ongoing commitment to learning and self-improvement.