Member Service Representative

Job Description

REPORTING RELATIONSHIPS
Reports to: Billing Supervisor
Supervises: None
Provides Support to: Billing Supervisor, Office Manager, Operations Manager(s), Planner and other
office and field personnel as needed

PRINCIPAL DUTIES AND RESPONSIBLITIES

• Process new member applications for utility services, including applications received
  through the web portal.
• Perform new member credit background checks and explain deposit, membership, and
  account requirements.
• Process and maintain existing member utility account change requests and update physical
  addresses as needed.
• Explain and process applications or requests for Cooperative’s programs, membership
  benefits, rates, rules, and related services to new and existing members.
• Prepare utility deposit and credit balance refund checks.
• Process energy assistance vouchers requiring utility deposits.
• Answer member billing, account, inquiry, and complaint-related questions, or direct
  members to the appropriate personnel or supervisor.
• Payments, Cashiering, and Daily Balancing
• Receive and process cash, check, credit card, and debit card payments from members in
  person, by telephone, by mail, and through night drop.
• Prepare receipts and process special billing, miscellaneous accounts, aid-to-construction,
  member deposit, and new service packet payments.
• Balance the daily cash drawer and secure cash drawers in the vault at the end of each day.
• Administer the petty cash fund.
• Prepare and maintain service orders, work orders, and complete all open tasks and
  coordinate or schedule with appropriate department through ivue connect.
• Record and report new monthly service connections to Operations Managers.
• Communicate with the meter department regarding account status during non-pay
  disconnect days
• Receive Hot Line Order calls from electric crews and manually log them in the appropriate
  report binder.
• Reception, Communications, and Office Support
• Open and close the lobby at designated times.
• Greet members, member-consumers, visitors, and guests in the lobby.
• Answer incoming telephone calls during regular and high-volume call periods and route
  calls to the appropriate personnel.
• Pick up mail daily from the Post Office; sort and deliver mail to the appropriate personnel or
  department.
• Provide notary public services as required.
• Validate signatures on Board of Director petitions.

Administrative and Other Duties

• Participate in educational activities, workshops, and other programs to improve technical
  skills and abilities as directed by management.
• Stay current on Cooperative policies, procedures, rates, rules, regulations, and Arizona
  Corporation Commission requirements that directly affect the position.
• Recommend changes that improve the Cooperative’s ability to serve the department and
  membership.
• Maintain a cooperative attitude and assist with assigned work as needed.
• Maintain the confidentiality of member-consumer information unless otherwise directed by
  management, regulation, or law.
• Assist with Cooperative annual meetings.
• Perform other administrative duties as necessary.
• Provide support for special projects and backup support for office-related functions as
  needed or assigned.