Customer/Member Support Professional (Bilingual Spanish Required)
Lee County Electric Cooperative (LCEC), Immokalee, FL, United States
JOB TITLE: Customer/Member Support Professional (Bilingual Spanish Required)
Location: Immokalee, FL
Work Hours: M-F 8am-5pm; Work from home availability possible after 6 months of employment.
Benefits
Company-wide annual incentive plan
Medical, vision and dental insurance
401(k) plan with a generous 6% company match
Company funded Pension Plan
On-site wellness/medical facility
Company paid Short & Long-Term Disability insurance
Health Savings Account with an employer contribution
Flexible Spending Accounts
Paid time off and paid holidays
Wellness program with financial rewards
Tuition reimbursement
Group life insurance
Critical Illness and Accident Insurance
Position Summary
This position is responsible for communication (calls, internet/web, or in person) with the member regarding initiating and processing service orders, responding to billing inquiries, cashiering, payment research, and promoting LCEC's products and services. Position may be required to perform temporary assignments in other areas. Provide information on rates, regulations, and policies in order to increase member understanding of the Cooperative's objectives and programs.
Position Responsibilities
Represent LCEC by greeting and directing members and visitors, in person and on the telephone, with courtesy, efficiency, and confidence.
Engage with members via phone, email, online chat and messaging platforms, responding to inquiries, providing information, and offering assistance in a professional manner.
Respond to member residential and commercial inquiries by phone, e-mail, or in person with attention to detail and tact; investigate and correct errors, following member and company records.
Maintain acceptable metrics that include: Customer Ready Time, Quality (WOW Behaviors), First Call Resolution and Attendance.
May obtain credit records from credit reporting agency.
Perform required actions to process service requests using established procedures and ensure that service requests are handled and processed.
Maintain and update the Customer Information System database and associated member accounts/records as required.
Manage administrative processes for all areas, including but not limited to, member letters, emails, and faxes, address changes, member files, automated bill payment forms, member survey follow-up, payment reconciliation, cash only / incomplete check research and action, returned mail.
Compile information, researching history, and taking appropriate action to resolve each situation.
Resolve and document payment arrangements and provide accurate information to members.
Perform cashiering functions as needed with no more than (3) three overages/shortages greater than $5.00 within a rolling 12-month period. All differences will be monitored and evaluated, e.g. excessive differences less than $5.00 or one or two large differences.
Adhere to Daily Cash Collection and Financial Transaction Guidelines.
Respond to emergency work requirements and assist with the coordination of restoring electric service to our members.
May be required to stay after normal scheduled hours if an outage is in progress.
Maintain effective working relationships with employees and members at all levels within LCEC.
Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts.
Maintain a working knowledge of company policy, corporate Bylaws and other documents related to the Member Equity function.
Research Member Equity accounts, including abandoned property, duplicates, and account combinations, performs account maintenance and allocation transfers/splits.
Identify, research, and resolve account problems, utilizing all available resources (ex. non-residential, commercial, new security and streetlights).
Responsible for the prompt and accurate processing of accounts for deceased members.
Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.
Support Storm Restoration efforts when needed. Work in emergency storm situations (i.e. hurricanes) and work long hours (>12 hours per day) for many continuous days/weeks as needed.
Other customer service duties as assigned.
Education
High School Diploma or Equivalent (Required)
Experience
2+ to 5 Years' general office experience including but not limited to: Responding to members on the phone or in-person, via e-mails or chat, Accounting, and Cashiering. (Required)
Two (2) Years’ experience working in a call center. (Preferred)
Knowledge, Skills, and Abilities
Bilingual Spanish. (Required)
Physical Demands and Working Environment
Physical Demands:
Standing Occasionally,
Walking Occasionally,
Sitting Constantly,
Lifting Rarely,
Carrying Rarely,
Pushing Rarely,
Pulling Rarely,
Climbing Rarely,
Balancing Rarely,
Stooping Rarely,
Kneeling Rarely,
Crouching Rarely,
Crawling Rarely,
Reaching Rarely,
Handling Occasionally,
Grasping Occasionally,
Feeling Rarely,
Talking Constantly,
Hearing Constantly,
Repetitive Motions Frequently,
Eye/Hand/Foot Coordination Frequently.
Working Environment:
Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.
Storm Duty Requirements
LCEC provides critical services to our community during an emergency. Employees may be required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.
#J-18808-Ljbffr
Location: Immokalee, FL
Work Hours: M-F 8am-5pm; Work from home availability possible after 6 months of employment.
Benefits
Company-wide annual incentive plan
Medical, vision and dental insurance
401(k) plan with a generous 6% company match
Company funded Pension Plan
On-site wellness/medical facility
Company paid Short & Long-Term Disability insurance
Health Savings Account with an employer contribution
Flexible Spending Accounts
Paid time off and paid holidays
Wellness program with financial rewards
Tuition reimbursement
Group life insurance
Critical Illness and Accident Insurance
Position Summary
This position is responsible for communication (calls, internet/web, or in person) with the member regarding initiating and processing service orders, responding to billing inquiries, cashiering, payment research, and promoting LCEC's products and services. Position may be required to perform temporary assignments in other areas. Provide information on rates, regulations, and policies in order to increase member understanding of the Cooperative's objectives and programs.
Position Responsibilities
Represent LCEC by greeting and directing members and visitors, in person and on the telephone, with courtesy, efficiency, and confidence.
Engage with members via phone, email, online chat and messaging platforms, responding to inquiries, providing information, and offering assistance in a professional manner.
Respond to member residential and commercial inquiries by phone, e-mail, or in person with attention to detail and tact; investigate and correct errors, following member and company records.
Maintain acceptable metrics that include: Customer Ready Time, Quality (WOW Behaviors), First Call Resolution and Attendance.
May obtain credit records from credit reporting agency.
Perform required actions to process service requests using established procedures and ensure that service requests are handled and processed.
Maintain and update the Customer Information System database and associated member accounts/records as required.
Manage administrative processes for all areas, including but not limited to, member letters, emails, and faxes, address changes, member files, automated bill payment forms, member survey follow-up, payment reconciliation, cash only / incomplete check research and action, returned mail.
Compile information, researching history, and taking appropriate action to resolve each situation.
Resolve and document payment arrangements and provide accurate information to members.
Perform cashiering functions as needed with no more than (3) three overages/shortages greater than $5.00 within a rolling 12-month period. All differences will be monitored and evaluated, e.g. excessive differences less than $5.00 or one or two large differences.
Adhere to Daily Cash Collection and Financial Transaction Guidelines.
Respond to emergency work requirements and assist with the coordination of restoring electric service to our members.
May be required to stay after normal scheduled hours if an outage is in progress.
Maintain effective working relationships with employees and members at all levels within LCEC.
Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts.
Maintain a working knowledge of company policy, corporate Bylaws and other documents related to the Member Equity function.
Research Member Equity accounts, including abandoned property, duplicates, and account combinations, performs account maintenance and allocation transfers/splits.
Identify, research, and resolve account problems, utilizing all available resources (ex. non-residential, commercial, new security and streetlights).
Responsible for the prompt and accurate processing of accounts for deceased members.
Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.
Support Storm Restoration efforts when needed. Work in emergency storm situations (i.e. hurricanes) and work long hours (>12 hours per day) for many continuous days/weeks as needed.
Other customer service duties as assigned.
Education
High School Diploma or Equivalent (Required)
Experience
2+ to 5 Years' general office experience including but not limited to: Responding to members on the phone or in-person, via e-mails or chat, Accounting, and Cashiering. (Required)
Two (2) Years’ experience working in a call center. (Preferred)
Knowledge, Skills, and Abilities
Bilingual Spanish. (Required)
Physical Demands and Working Environment
Physical Demands:
Standing Occasionally,
Walking Occasionally,
Sitting Constantly,
Lifting Rarely,
Carrying Rarely,
Pushing Rarely,
Pulling Rarely,
Climbing Rarely,
Balancing Rarely,
Stooping Rarely,
Kneeling Rarely,
Crouching Rarely,
Crawling Rarely,
Reaching Rarely,
Handling Occasionally,
Grasping Occasionally,
Feeling Rarely,
Talking Constantly,
Hearing Constantly,
Repetitive Motions Frequently,
Eye/Hand/Foot Coordination Frequently.
Working Environment:
Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.
Storm Duty Requirements
LCEC provides critical services to our community during an emergency. Employees may be required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.
#J-18808-Ljbffr