Member Relations Agent

About the role

This position is responsible for providing front line interface to the membership in support of the Cooperative's strategic initiatives. Located at 4302 North US 281, Marble Falls, TX 78654. Hybrid work options available.

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