Member Specialist

Company: Monster
Location: Missoula
Posted on: February 18, 2021

Job Description:

Property of Missoula Electric Cooperative, Inc.MISSOULA ELECTRIC COOPERATIVE, INC.JOB DESCRIPTIONJOB TITLE:Member SpecialistEXEMPT (Y/N): No LOCATION: Missoula, MT DEPARTMENT: Member ServiceSUPERVISOR:CFODATE: January 2021_________________________________________________________________________SUMMARY:Provides pleasant, courteous and informed reception to all guests who visit or contact the Cooperative. Handles a variety of clerical and administrative tasks, including processing all types of service orders, applications, payments and account maintenance needs.Promotes the Cooperative's products and services, as directed.Performs all work in a dependable, confidential and professional manner.ESSENTIAL DUTIES AND RESPONSIBILITIESPerforms other duties as assigned by management, applying the same skill and enthusiasm as with regularly assigned responsibilities. All duties are to be performed as instructed in training, and following written procedures, policies, etc., unless unusual circumstances dictate otherwise. Additional job duties are as follows:Greetguests visiting the Cooperative building and receive incoming phone calls. Determines theinformation or service being requested and direct the person to the appropriate employee/department, or take messages, as needed, to promote the Cooperative's goal of service excellence. Manage a large volume of incoming calls using a multi-line phone system.Enroll new membersand explain the Cooperative philosophy, programs, capital credit and billing procedures. Initiate service orders for new services, connects and final reads, as well as other miscellaneous orders. Responsible for determining the need for requesting and collecting security deposits, using Cooperative policies and procedures.This may include reviewing members' credit reports.Responsible for processing member payments, by inputting payments into the computer system, or by processing computerized, scanned check batches, for remote check deposit and payment remittance. Maintains address changes, field service and maintenance requests, and files documents per Cooperative policies and procedures. Prepares numerous documents such as service orders, address changes, monthly membership lists, etc.Assists members with routine billing issues and prepares adjustments on member accounts. Exercises conflict resolution with members who have past due account balances.Daily balancing of cash and checks handled, to include preparation of deposits.Coordinates daily mailing activities of all departments. Responds to member requests for new, additional or cancelled services.Prepares, scans, indexes and reviews documentation for electronic document imaging of consumer files.Special projects may include large amounts of data entry, placing phone calls to a large number of members and preparing mailings for a large number of members.Preserve confidentiality of members' personal and account information.Courteous and respectful to members, the public and co-workers.Reads, understandsand follows all applicable safety rules, regulations, policies and procedures.SUPERVISION: NoneSUPERVISION RECEIVED:The job is subject to cyclic variations and external demand.All assignments are covered by well-established methods, procedures and precedents, but the employee is responsible for choosing the appropriate procedure or precedent from a number of alternatives, for planning and executing own work sequences, and for solving most problems of a recurring nature.The supervisor normally becomes involved in the details of the work, while it is in progress only to resolve problems. Work is reviewed upon completion by the supervisor or by the users of the service.QUALIFICATIONS/REQUIREMENTS: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.EDUCATION AND/OR EXPERIENCE: High school diploma or equivalency,and at leastone (1) year experience in customer service, preferably in a busy office environment. Experience in cash handling, 10-key data entry, multi-line telephone preferred.CERTIFICATES, LICENSES AND REGISTRATIONS: NoneOTHER SKILLS AND ABILITIES:Language Skills:Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively before groups of customers or employees of the organization.Mathematical Skills:Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret graphical data of various types.ReasoningAbility:Ability to apply common sense to carry out detailed, but uninvolved, written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.Regularly utilizes Microsoft Office software including Excel, Word, and Outlook. Uses a multi-layered client database system, to manage member account information, payments and create service orders, to direct needed work in the field.Knowledge of office procedures and ability to use 10-key calculator, printers, copiers and scanners is necessary.Excellent interpersonal communication skills and an ability to deal with people in a professional and courteous manner, even in conflict scenarios.Ability to organize work to meet deadlines and work independently under pressure.Ability to maintain a cooperative and helpful attitude toward fellow employees.Ability to promote a safe, positive and caring work environment.Ability to accept suggestions by your supervisor and co-workers, to improve performance.Ability to accept and adapt to change, and to be a productive team member. WORKING CONDITIONS/PHYSICAL ACTIVITIES:The physical demands described below, are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.Lifting and carrying of 10 to 25 pounds frequently is required. Reaching and lifting overhead is occasionally required.Job requires occasional pushing and pulling and reaching frequently.May spend long periods of time sitting and working at a desk, and in front of a computer monitor.The noise level in the work environment is consistent with that of an office setting.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Rate of Pay: See IBEW Local Union 44 Collective Bargaining Agreement.Wage and Hour: This position is an hourly, non-exempt position under the Wage and Hour Law and overtime compensation must be paid.Missoula Electric Cooperative is an equal opportunity provider and employer.Page1 Member Specialist

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