Member Relations Representative

Ozarks Electric, headquartered in Fayetteville, Arkansas with offices in Springdale, Arkansas, Stilwell and Westville Oklahoma, is a member-owned electric cooperative serving more than 80,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma.

Benefits

• 100% paid medical/dental coverage for you and your dependents
• Defined benefit pension plan
• 401(k) plan with employer match
• Paid time off
• 9 paid holidays
• Disability benefits
• Life insurance
• Tuition reimbursement

Job offers are contingent on passing a background check, proof of eligibility to work in the U.S., and passing a drug test. Ozarks does not accept medical marijuana cards because all positions are considered safety sensitive.

Qualifications

• High school diploma or equivalent
• Two to five years of experience in customer service or related field
• Valid driver's license without violations that would prohibit insurability

Responsibilities

• Assist members in person, over the phone, by email, and via chat with various activities such as starting, stopping, and transferring utility services
• Determine member needs and assist with establishing OzarksGo services as well as any other services provided
• Provide customer service and inform members of residential and commercial utility services, rate structures, special programs, and applicable policies
• Establish deposits for residential and commercial members within established guidelines
• Establish and maintain member accounts; monitor and ensure accuracy of account information
• Perform cashiering tasks as required; receive and process payments; reconcile cash drawer daily and prepare bank deposits
• Research and respond to member billing inquiries
• Set up/inform members of various payment arrangements and outside assistance agencies
• Assist members by answering basic issues or requests; receive and process outage calls
• Solicit sale of new or additional services or products
• Recommend improvements/upgrades in products, service, billing method, etc. to prevent future issues
• Advise supervisor of ways to better handle member calls through improvements to equipment, training, support materials, computer programs, and procedures
• Resolve basic member and/or subscriber's issues or requests
• Receive and process trouble or outage calls
• Accurately analyze and collect any past due balance from the member and/or subscriber's in accordance with established procedures
• Ensure inquiries other than those that are routine are promptly transferred to appropriate department for resolution
• Operate standard office equipment including voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine
• Give, receive, and analyze information; prepare written materials; articulate goals and action plans
• Effectively present information orally and in writing, and respond to questions from clients, customers, and the general public
• Prepare paperwork with a high degree of accuracy and attention to details
• Handle money efficiently and accurately, applying money or credit to members' accounts
• Meet deadlines under pressure
• Deal with a variety of people in varying situations with tact and diplomacy

Schedule

• Normal workweek is 40 hours but must be available for call-out during emergency situations
• Some irregular hours may be required
• Occasional travel for training may be required
• Rotates on and off an on-call schedule
• Available for occasional scheduled after-hours training

Physical Requirements

• Mainly requires sitting to complete work with a computer and telephone
• Some walking and standing are also required
• Occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds
• Visual and audio acuity is essential to this position

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.