Member Service Representative
Aiken Electric Cooperative, Inc., Fuquay-Varina, North Carolina, United States
Overview
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
The Member Service Representative responds to members’/customers’ inquiries or complaints regarding the organization\u2019s products or services, determines best method to resolve problems to ensure member/customer satisfaction following the organization\u2019s 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\u2019s 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.
Maintain knowledge of all Member Services duties and provide support in various areas as needed.
Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
Process membership applications, service orders, and required reports.
Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
Educate members/customers about the Cooperative\u2019s services and programs.
Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
Collect, research, and process payments both in person and over the phone.
Assist the Member Services Coordinator with projects and special assignments.
Dispatch service personnel during regular business hours and after hours as needed.
Cover vacancies and assist in areas requiring additional support.
Travel between area offices, as needed to fulfill job responsibilities.
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.
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 Ethics and integrity
Oral and written communication skills
Negotiation skills
Analytical and critical thinking
Organizational awareness and alignment
Collaboration and teamwork
Professional and technical credibility
Project and time management
Adaptability
Risk awareness and compliance
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
High School graduate, with business courses and exceptional customer service experience.
Proficient use of telephone, computers, and communication equipment.
Working knowledge of principles and practices involved in basic office procedures and record keeping.
Experience in meeting and dealing with people both over the telephone and in the office.
One year or more of customer service experience.
MSR-II
All of the above education and experience plus three years or more of customer service experience.
Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
The Electric Cooperatives of SC Member Service Certificate.
MSR-III
All of the above education and experience plus five years or more customer service experience.
Ability to calculate AEC rates efficiently and communicate rates to members.
Proficient knowledge of Cooperative programs, policies, and practices.
Must demonstrate leadership within the department.
Preferred Education and Experience MSR-I-II-III
Two-year degree with business courses in bookkeeping.
Additional Eligibility Qualifications
Valid Driver\u2019s License
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
Manager____________________________________________________ HR_________________________________________________________ Employee signature below constitutes employee\u2019s understanding of the requirements, essential functions and duties of the position. Employee__________________________________ Date_____________
NRECA Electric Cooperative Employee Competencies
This refined description preserves the core information and presents it in accessible sections without tables or non-allowed formatting.
#J-18808-Ljbffr
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
The Member Service Representative responds to members’/customers’ inquiries or complaints regarding the organization\u2019s products or services, determines best method to resolve problems to ensure member/customer satisfaction following the organization\u2019s 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\u2019s 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.
Maintain knowledge of all Member Services duties and provide support in various areas as needed.
Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
Process membership applications, service orders, and required reports.
Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
Educate members/customers about the Cooperative\u2019s services and programs.
Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
Collect, research, and process payments both in person and over the phone.
Assist the Member Services Coordinator with projects and special assignments.
Dispatch service personnel during regular business hours and after hours as needed.
Cover vacancies and assist in areas requiring additional support.
Travel between area offices, as needed to fulfill job responsibilities.
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.
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 Ethics and integrity
Oral and written communication skills
Negotiation skills
Analytical and critical thinking
Organizational awareness and alignment
Collaboration and teamwork
Professional and technical credibility
Project and time management
Adaptability
Risk awareness and compliance
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
High School graduate, with business courses and exceptional customer service experience.
Proficient use of telephone, computers, and communication equipment.
Working knowledge of principles and practices involved in basic office procedures and record keeping.
Experience in meeting and dealing with people both over the telephone and in the office.
One year or more of customer service experience.
MSR-II
All of the above education and experience plus three years or more of customer service experience.
Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
The Electric Cooperatives of SC Member Service Certificate.
MSR-III
All of the above education and experience plus five years or more customer service experience.
Ability to calculate AEC rates efficiently and communicate rates to members.
Proficient knowledge of Cooperative programs, policies, and practices.
Must demonstrate leadership within the department.
Preferred Education and Experience MSR-I-II-III
Two-year degree with business courses in bookkeeping.
Additional Eligibility Qualifications
Valid Driver\u2019s License
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
Manager____________________________________________________ HR_________________________________________________________ Employee signature below constitutes employee\u2019s understanding of the requirements, essential functions and duties of the position. Employee__________________________________ Date_____________
NRECA Electric Cooperative Employee Competencies
This refined description preserves the core information and presents it in accessible sections without tables or non-allowed formatting.
#J-18808-Ljbffr