Customer Service Representative
Customer Service Representative effectively interacts with customers to promote and explain policies, procedures and programs of the Cooperative and to assess and address customer concerns accurately and in a polite, friendly and professional manner and expeditious way. S/he determines the needs of the customer and ensures the customer satisfaction and on-going communication. The position includes listening and responding courteously to consumers’ comments and complaints, effectively resolving any problems within the scope of this position and referring specific problems and inquiries to the appropriate Cooperative personnel. Knowledge of rural electrification and cooperative programs to better assist members is essential. CSR must be able to deal with a variety of people under difficult circumstances. S/he demonstrates an awareness that the job exists to effectively serve each and every customer, and at every opportunity to achieve increased customer and public understanding for support of the Coopertive.
S/he processes meter readings, payments, account changes, outages, and service orders. This position researches and gathers all pertinent data to process moves, disconnects, and reconnects and maintains customer files on an ongoing basis to ensure that the customer information is accurate and the customer is billed correctly. CSR must be able to perform analysis, interpretation and collection of consumer accounts and to effectively communicate the results to consumer and providing potential additional benefits to the member. Responsible for reviewing and communicating list of potential disconnects to determine the appropriate action within the scope of present policies and practices so the Coopertive is paid in a timely manner and to minimize the risk to the Cooperative. CSR may be designated to certain tasks but cross training for each function is required. S/he is responsible for recommending to supervisor procedures that should be implemented or changed to ensure efficient processes.
To be successful in this position, s/he must have a customer focus, team player, exceptional interpersonal skills, strong communication (written and oral) and independent/original thinking. S/he must be willing to actively participate in programs for improvement of job knowledge and skill. Possess the ability to accept change in work program and patterns to keep pace with the changing times. Must be customer service oriented at all times as well as maintain a harmonious relationship with all Cooperative personnel. Additionally is able to organize, plan and prioritize multiple responsibilities.
