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Member Relations Agent 1

Johnson City, TX, US, 78636

Position Closes on 

Position Summary:

This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.

 

Essential Duties and Responsibilities:

  • Act as the primary point of contact to the Cooperative members
  • Maintain a high level of courteous member service and professionalism at all times
  • Communicate, mediate and negotiate with members to resolve issues
  • Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues
  • Create, maintain and safeguard complete and accurate records of member transactions regarding billing, service requests, collection activity, capital credit allocations, financial assistance and complaint resolution
  • Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures
  • Prioritize and manage multiple member issues at one time
  • Utilize databases and software applications to verify member identity and analyze customer account information
  • Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages
  • Recognize and communicate potential field safety hazards based on information provided by the member
  • Determine and post applicable fees associated with electric service
  • Review account balances and payment arrangements to facilitate collection on delinquent accounts
  • Identify residential and commercial account billing issues and work to correct errors
  • Determine eligibility and set up payment plans in accordance with Cooperative guidelines
  • Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management
  • Embrace new approaches and discover ideas to create a better member experience
  • Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures
  • Recognize and report safety and security issues
  • Participate in industry specify continuing education
  • Coordinate activities with other departments
  • Maintain the security of confidential information
  • Stay abreast of advances in technology

 

Knowledge, Skills and Abilities:

  • Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
  • Knowledge of principles and processes for providing customer service
  • Skilled in time management
  • Skilled in prioritizing and managing changing priorities
  • Ability to effectively explain and base decisions on Cooperative policies and procedures
  • Ability to work in a team environment
  • Ability to accurately perform required tasks and meet deadlines
  • Ability to multi-task
  • Ability to quickly recognize and analyze irregular events
  • Ability to anticipate, identify, analyze and resolve conflict and problems
  • Ability to communicate effectively verbally and in writing
  • Ability to listen and understand information verbally and in writing

 

Minimum Qualifications – (Education, Experience, Certification, & Licensure):

  • Associate’s Degree OR
  • Two years of directly related experience
  • Valid Driver’s License

 

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

  • The employee may be required to stand; reach with hands and arms, stoop and kneel
  • The employee may be required to sit or stand for long periods of time
  • The employee may be required to lift, carry, push, pull or move up to 25 pounds
  • The employee may be required to travel
  • The employee may be required to work after hours call out
  • Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
  • This position may be required to work more than 40 hours per week
  • This position may require shift work

 

 

 

 

Pedernales Electric Cooperative is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation and gender identity. 

Join PEC

As a member-owned not-for-profit, we do not pay dividends to shareholders. When revenues exceed expenses, we reinvest in the cooperative’s operations and return the rest to our members through capital credits. Additionally, if our costs to serve are reduced, we lower rates for our members. Since December 2014, we’ve had seven consecutive rate reductions and in 2018, PEC members received nearly $11.9 million in capital credits.


Nearest Major Market: Austin