Customer Service Representative

Job purpose

To provide accurate and timely data entry required for processing and computer operations; to perform analysis, interpretation and collection of consumer accounts and to effectively communicate the results to consumers for Rio Grande Electric Cooperative, Inc.

Duties and responsibilities

• Train all aspects of the position to new CSRs
• Possess thorough knowledge of RGEC’s Tariff, policies and procedures
• Ability to interpret and explain RGEC’s Tariff to members
• Ability to become a notary public
• Ability to multi-task
• Answer incoming calls in a prompt, courteous and efficient manner ensuring that calls are properly and promptly completed while attending to visitors
• Answer correspondence from consumers in a timely and courteous manner
• Provide clerical and secretarial support to Area Operations Manager (AOM); this includes preparing correspondence letters, filing, collating reports, etc.
• Review list of potential disconnects to determine the appropriate action within the scope of present policies and practices so the Cooperative is paid in a timely manner and to minimize the risk to the Cooperative (calling and/or emailing consumers regarding past due accounts)
• Setting up payment arrangements with consumers and entering arrangements in CIS
• Working with Community agencies and entering pledges for payments in CIS
• Process new accounts and maintain existing accounts.  This includes but is not limited to:
  1. 1. 1. Provide necessary forms for new service applications when needed
        2. Prepare service orders for switchover requests
        3. Process credit checks
        4. File completed paperwork on new services
• Create service orders and service maintenance requests, work with AOM to assign to crew
• Process meter discoveries from the crew via phone calls and radio
• Handle all cash register payments daily balancing of cash drawer and facilitating deposits
• Collect/compile the crew timesheets into one spreadsheet; Input linemen timesheets into database daily by deadline along with verifying GL coding
• Reconcile and verify all necessary documents required in conjunction with linemen timesheets – including materials, staking sheets, charge outs and service orders
• Review daily OMS Outage lists
• Ability to enter material entry charges and material receiving entries as needed
• Scan and review daily DOT inspections, job briefings, AP invoices and other documentation as requested
• Initiate and follow up on Contact Tracking as needed
• Troubleshoot, respond and/or route billing concerns
• Facilitate and attend Member Advisory meetings
• Initiate consumer claims (service orders)
• Maintain Worker Order Workflow and Smart Track tasks
• Prepare Sales and Service invoices
• Initiate and/or enter into database line locate or dig permit requests
• Create daily assignment of work and End of Shift reports
• Greet visitors to the office in a professional and friendly manner
• Provide support to other area offices as needed (travel required)
• Support Dispatch with incoming calls and radio calls as needed
• Perform additional duties as requested
• Learn and comply with Cooperative’s safety rules and procedures
• Maintain confidential information

Qualifications

• Ability to provide educational training and support to various departments as needed, to offer positive reinforcement in order to achieve results
• Extensive experience in customer service and highly proficient in multi-tasking
• Ability to acquire adequate knowledge of RGEC’s Tariff, policies and procedures
• Carry out variety of activities with high degree of accuracy and attention to detail
• Utilize office equipment (e.g. scanners, copiers, satellite radio equipment)
• Knowledge of Microsoft Office Suite
• Ability to learn current software programs and any upcoming new programs
• Proficient in Excel and advanced spreadsheet development
• Possess good typing/keyboarding skills accurately and proficiently
• Proficient in the Spanish language (preferred)
• Possess a valid Texas drivers’ license
• Insurable with the Cooperative's auto insurance carrier
• Possess oral and written communications skills in the English language
• Possess excellent interpersonal skills including the ability to maintain a harmonious working relationship with all Cooperative employees
• Must be or become certified in first aid and cardiopulmonary resuscitation

Working conditions

• Subject to travel, including multiple over-night stays
• Office environment
• To ensure all employees are provided with drug free and alcohol free working conditions, pre-employment, post-accident, reasonable cause and random drug and alcohol tests are conducted on all employees
• Subject to irregular hours
• Some overtime hours may be required

Physical requirements

• Required to pass a physical examination when employed
• Must have sufficient health to perform the essential functions, duties and responsibilities of the job
• Sitting for extended periods of time
• Requires lifting, pushing, pulling, or carrying of weights
• Traveling

Direct reports

• n/a