Member Relations Agent 1

　　Oak Hill, TX, US, 78736

　　$18.23 Minimum Starting Base Pay* + KPI Bonuses + Competitive Benefits

　　Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job-related skills, and relevant education or training.

　　PHYSICAL OFFICE LOCATION: PEC Oak Hill District Office – 9115 Circle Drive, Austin, TX 78736

　　Position open until filled.

　　Position Summary

　　This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.

　　Essential Duties and Responsibilities

　　Act as the primary point of contact to the Cooperative members

　　Maintain a high level of courteous member service and professionalism at all times

　　Communicate, mediate and negotiate with members to resolve issues

　　Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues

　　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

　　Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures

　　Prioritize and manage multiple member issues at one time

　　Utilize databases and software applications to verify member identity and analyze customer account information

　　Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages

　　Recognize and communicate potential field safety hazards based on information provided by the member

　　Determine and post applicable fees associated with electric service

　　Review account balances and payment arrangements to facilitate collection on delinquent accounts

　　Identify residential and commercial account billing issues and work to correct errors

　　Determine eligibility and set up payment plans in accordance with Cooperative guidelines

　　Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management

　　Embrace new approaches and discover ideas to create a better member experience

　　Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures

　　Recognize and report safety and security issues

　　Participate in industry specify continuing education

　　Coordinate activities with other departments

　　Maintain the security of confidential information

　　Stay abreast of advances in technology

　　• Maintain the security of confidential information

　　• Stay abreast of advances in technology

　　• Demonstrate regular and prompt attendance

　　• Performs other related duties as necessary or assigned.

　　Supervisory and/or Leadership Responsibilities

　　None

　　Knowledge, Skills and Abilities

　　Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information

　　Knowledge of principles and processes for providing customer service

　　Skilled in time management

　　Skilled in prioritizing and managing changing priorities

　　Ability to effectively explain and base decisions on Cooperative policies and procedures

　　Ability to work in a team environment

　　Ability to accurately perform required tasks and meet deadlines

　　Ability to multi-task

　　Ability to quickly recognize and analyze irregular events

　　Ability to anticipate, identify, analyze and resolve conflict and problems

　　Ability to communicate effectively verbally and in writing

　　Ability to listen and understand information verbally and in writing

　　Minimum Qualifications - (Education, Experience, Certification, & Licensing)

　　High School Diploma

　　Associate’s Degree OR

　　Two years of directly related experience OR

　　Directly related experience may substitute for education up to four years

　　Valid Driver’s License

　　Physical Demands and Work Environment

　　The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

　　The employee may be required to stand; reach with hands and arms, stoop and kneel

　　The employee may be required to sit or stand for long periods of time

　　The employee may be required to lift, carry, push, pull or move up to 25 pounds

　　The employee may be required to travel

　　The employee may be required to work after hours call out

　　Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period

　　This position may be required to work more than 40 hours per week

　　This position may require shift work

　　This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.

　　Pedernales Electric Cooperative is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected Veteran status, age, or any other characteristic protected by law.

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