Member Services Representative

A Brief Overview

The Member Services Representative works in a high performing, team environment committed to providing
customer-focused services in accordance with LREMC standards and its subsidiary. Must implement policies and procedures with the goal of meeting member needs and supporting the business objectives of LREMC and its subsidiary.

What you will do

• Pleasantly greet members in person or on the phone.
• Determine member’s needs and effectively communicate with members concerning accounts, including request for service, high bill complaints, payment arrangements and service agreements.
• Promotes and explains services offered, rates, policies, procedures, and benefits to which a member is entitled for Lumbee River EMC and its’ subsidiary.
• Maintains in-depth knowledge of Lumbee River EMC and its’ subsidiary company’s products and services to include pricing and coverage areas.
• Quote security deposits for services and inform members of different options available to reduce or waive deposits Assist members with various payment programs including enrollment, removal and revisions for
• Lumbee River EMC and its’ subsidiary company.
• Receives and credits customer payments, including payments received through North Carolina’s DOE and other local agencies and processes daily balancing reports.
• Scans checks for on-site deposits retrieves change from bank as needed. Reconcile lockbox discrepancies as necessary.
• Maintain member accounts accurately and efficiently. Obtain and enter member information into customer information system. Discuss members questions concerning services, procedures and policies for LREMC and its’ subsidiary.
• Maintains favorable relations with irate and upset consumers, empathizing with individuals, and exhibiting a tolerant and helpful attitude.
• Process new memberships and accounts, account closures, audit new accounts for previous bad debt and verifies previous membership; obtains landlord and owner information as needed.
• Prepares disconnect and /or reconnect service requests, and charges applicable fees. Coordinates Credit related actions due to service disconnects; maintains member changes in name, address, etc.
• Keeps track of transactions and notes any discrepancies; monitor office Kiosk to ensure continuous operations for LREMC and its subsidiary.
• Safeguard assets into vault throughout the day; create a manual drop as needed; reconcile end of month coin totals; create and processes daily balancing reports to reconcile cash drawer daily.
• Educate members relating to power usage/consumption, billing amount, rates. Assist and identify options to reduce, manage and conserve power.
• Creates a variety of journal entries for billing adjustments. Utilize various software to determine payment activity and submit for reversal/refund. Manually transfers Uncollectible/ Account Receivable balances.
• Reconcile lock-box discrepancies as necessary for LREMC and its subsidiary.
• Analyze billing alternatives such as budget billing and prepaid billing. Discuss nonsufficient fund checks, credit card fraud and stop auto pay as requested.
• Utilize various software to determine payment activity and submit for reversal/refund.
• Assist members with questions and cost estimates regarding the new construction process for LREMC and its subsidiary.
• Use existing tools; Catalyst, iVue Connect, CIS to determine service availability for residential and commercial development. Obtain information to process forms for workflow requirements. Schedule new service installations for LREMC and its subsidiary.

Qualifications

• High School Diploma High school diploma or equivalent Required or
• Associate's degree Business Administration or related field Preferred or
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• 1-3 years' Experience in clerical field with public contact duties Required
• Must have the aptitude to logically and objectively evaluate obstructions and impediments to plans and programs, make rational independent decisions, and develop reasonable solutions to problems
• Must possess the ability to clearly and concisely communicate in exchanging information with position’s supervisor, employees, members, and the general public in the Cooperative service area
• Must have the ability to perform mathematical computations to account for collections, balance accounting records, make change, identify and adjust accounts that are improperly credited, and perform other related activities
• Must possess the ability to operate keyboards, typewriters, and other office equipment to perform data input, computer operations, manual typing, and related activities
• Valid Driver's License Upon Hire Required
• Notary Public Required

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

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're
looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication,
we're the right company for you.

The below disclaimers must be read in their entirety and acknowledged, by signature, as part of the application process. Please make certain that you have answered all of the questions of this employment application truthfully.

By signing below, I understand that the information provided is true and correct, and that any misstatements or omission of material facts in the application or the hiring process may result in discontinuing of the hiring process or termination of employment, no matter when discovered. I agree that the organization shall not be held liable in any respect if my employment is terminated because of false statements, answers or omissions made by me in this application.

I authorize the organization to analyze the truthfulness of all statements made on this application, complete reference checks from my current and former employers, and others that may provide information regarding my education and experiences. In addition, I give my consent for all contacted persons including current and former employers to provide information concerning this application, and I release each such person from liability for providing information to the organization.

I understand that nothing contained in this application, or the granting of an interview is intended to create an employer/employee relationship between the organization and myself either for employment or for the providing of any benefits. No promises regarding employment have been made to me unless made in writing. I further understand and agree that if I am hired, my employment would be “at will,” as defined by law where our organization operates: I would have the right to terminate my employment at any time for any reason and that the organization would retain a similar right.

I understand that any offers of employment may be contingent upon my taking and successfully passing a drug and/or alcohol test in accordance with the organization’s policy. If I refuse to submit to testing, refuse to sign the consent form, or test positive, the organization will not employ me.

I understand that any offers of employment may be contingent upon the results of a background check(s), including without limitation a criminal background check and a conviction inquiry, in accordance with the organization’s policies and state law.