You are currently viewing MEMBER EXPERIENCE REPRESENTATIVE

MEMBER EXPERIENCE REPRESENTATIVE

  • Full Time
  • Spokane, Wash.
  • $65,816 - $82,270
  • Posting End Date: July 26, 2024

Website Inland Power & Light

Wage or Salary:
$65,816 - $82,270

Purpose of Position

The member experience representative is often the first point of contact for member inquiries, questions and concerns.  Job responsibilities include but are not limited to: answering member phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is a must. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent member experience. This position is part of the member services team and works under general supervision from the member service supervisor. Requires a minimum of two years of customer or member services experience, call center experience is preferred.

Core Competencies

1.       Quality Work:  Produce thorough, high-quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Work collaboratively with co-workers to implement systematic changes.

2.       Productivity:  Complete assigned work in a timely fashion. Utilize slow periods productively.

3.       Technical Skills/Job Knowledge:  Demonstrate appropriate level of understanding of technical skills in area of expertise, technology, products, and/or processes involved. Duly perform assigned duties. Keep current on changes and be competent with all technology necessary to perform job.

4.       Communication: Clearly convey oral and written communication. Keep others informed of activities and problems in a timely manner. Be an active listener; respond appropriately and respectfully.

5.       Teamwork/Ability to Work with Others: Demonstrate ability to work in a positive manner with co-workers and/or members with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Commit to supporting and respecting others.

6.       Accountability:  Maintain excellent attendance and provide additional assistance after normal working hours when needed. Be reliable, prepared and accept responsibility for work and actions.

7.       Integrity:  Demonstrate honesty, high ethical standards, and respect for all co-workers and membership.

8.       Professionalism:  Address internal and external members with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in a timely fashion, using means of communication appropriate to the situation.

9.       Support of Cooperative Goals:  Support cooperative goals and adhere to all policies and procedures. Contribute effectively in support of the cooperative.

10.   Problem-Solving:  Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Be able to identify hidden problems and propose solutions.

Job Responsibilities

1.       Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.

a.       Member Service:

i.      Answers phones, direct calls, and take messages in a professional manner. Provide excellent member service.

ii.      Opens mail and processes payments; assists members with payment arrangements; ensures proper handling of account transfers, membership data, and new service applications for efficient, quality service to members.  Ensures confidentiality of member records.  Responds to inquiries related to Inland services and member privileges.

b.       Changes of Account:

i.      Discusses with new members’ questions concerning Inland Power billing, services and policies.

ii.      Processes new memberships and accounts, account closures; audit new accounts for previous bad debt and verifies previous memberships; obtains landlord and owner information; coordinates credit-related actions due to service disconnects; maintains member changes in name, address, etc.; prepares disconnect and/or reconnect service requests, and charges reconnect and deposit fees, as applicable.

c.       Cashiering

i.      Accurately post various forms of payment to member accounts.

ii.      Perform daily cash drawer balance and complete nightly cash deposits.

iii.      Manage ATM

d.       Billing:

i.      Answers members’ questions relating to power usage/consumption, billing amounts and rates.  Assists members in identifying ways to reduce electric consumption.

ii.      Posts meter readings to members’ accounts; processes various reports checking for accuracy of usage and bills; runs billing processes to create billing statements.

iii.      Balances billing transactions. Processes various forms of e-pay payments such as ACH, credit/debit cards, and members’ on-line bank payment batches. Helps maintain capital credit files and assists finance department in capital credit allocations and retirements.

e.       Credit and Collections:

i.      Process nonsufficient fund checks and bankruptcies.

ii.      Assists members with applications for assistance through help agencies.

iii.      Delivers and processes cooperative mail; posts payments received by mail.

f.        New Construction:

i.      Assist members with questions regarding the new construction process.

ii.      Processing residential, commercial, developments and system improvement new service applications. Keep the application flowing through the workflow process.

iii.      Provide cost estimates to members.

iv.      Schedule field engineers for new service appointments.

v.      Identify[TK1]  and explain to members when and why an easement might be needed and be able to verify right of way easement accuracy through various state and county websites.

 

2.       Create and fosters an atmosphere of cooperation between departments by performing all duties in a professional manner and on a timely basis, and by providing quality services in the completion of all tasks.

 

3.       Performs other duties as required.

Minimum Qualifications & Job Requirements

1.       Minimum Qualifications:

a.       High school diploma or equivalent.

b.       Two or more years of experience in a customer or member service position, preferably in a utilities industry, financial services industry, or a call center type environment.

c.       Experience with general office practices including, but not limited to, personal computers, PC software, telephone, copy, fax and other computer peripheral devices.

 

2.       Knowledge and Skills:

a.       Knowledge of cooperative policies and procedures.

b.       Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.

c.       Ability to deal with the public in difficult situations.

d.       Good problem-solving skills.

e.       Organization skills including attention to detail and accuracy.

f.        Professional appearance and attitude.

g.       Excellent mathematical skills.

h.       Knowledge and understanding of basic bookkeeping.

i.         Ability to understand, interpret, and apply departmental processes and procedures.

j.         Experience with customer service, billing rates and credit procedures.

 

3.       Mental Demands/Working Conditions:

a.       Ability to handle delicate situations with exceptional diplomacy; ability to deal calmly, professionally and tactfully with difficult people who may be angry, abusive, and/or threatening.

b.       Ability to diffuse difficult, sometimes hostile, work conditions.

c.       Ability to work with law enforcement agencies and to maintain confidentiality regarding information.

d.       Ability to work independently with minimal guidance and supervision.

e.       Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.

f.        Flexibility to respond quickly and effectively under time pressure.

Additional Information:

APPLICATION PROCESS

If your credentials and interest match this job, please send your completed application, cover letter and resume to: hr@inlandpower.com or mail them to, Inland Power & Light Company, 10110 W. Hallett Rd., Spokane WA 99224-7435, Attn: Human Resources.

EQUAL OPPORTUNITY/ADA
Inland Power & Light is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers (www.inlandpower.com/careers) page in English and Spanish.

REASONABLE ACCOMMODATION

Inland Power will provide reasonable accommodation to assist a qualified person with a disability in the job application, interview process and to perform the essential functions of the job whenever possible. Please contact the HR department at Inland Power if you would like assistance.

DISCLAIMER
The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Inland Power & Light will not be offering any work visa sponsorship for this role.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

 

BENEFITS

Medical, vision, dental, 401(k), HSA/HRA, retirement plan, PTO, EAP, paid holidays, and disability insurance programs.

To apply for this job please visit www.inlandpower.com.