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