POSITION DESCRIPTION

POSITION: Member Service Representative JOB STATUS: Nonexempt

LOCATION: Kenton, Ohio Office SUPERVISORY RESPONSIBILITY: None

REPORTS TO: Director of Finance and Administration OFFICE HOURS: 7:30 am -- 4:00 pm

JOB SUMMARY:

The Member Service Representative provides assistance to the cooperative's members by rendering prompt,

courteous and reliable service. This position is asked to organize and coordinate transactions and

correspondence (both in office and over the phone) with members and fellow employees through use of clear,

effective communication to promote goodwill between the cooperative and its members. Daily activities

include taking member payments, processing service connects/disconnects, and assisting members with outage

reporting, energy efficiency, and other account inquires.

RESPONSIBILITIES AND SKILLS:

? Possess strong problem-solving skills.

? Possess knowledge of human relations and motivational techniques, general office procedures and

secretarial functions, including typing, record keeping, filing and use of common personal computer

applications, including Microsoft Office suite.

? Communicate effectively with members of the team.

? Interact professionally with coworkers and members of the cooperative, maintaining a positive image

for the cooperative.

? Be reliable and punctual.

? Take payment of utility bills and other miscellaneous receivables at the counter and over the telephone.

? Answer member questions concerning bills, marketing programs/policies and procedures.

? Process service order requests, including connects and disconnects.

? Process account adjustments as needed, including memberships, deposits, late penalties, service

charges, etc.

? Provide office support and coverage in the Cooperative's headquarters, located in Kenton, Ohio.

? Assist members with creating payment arrangements.

? Review high usage complaints and offer suggestions to reduce usage.

? Take outage calls, report in outage management software, and dispatch crews as necessary.

? Assist members with inquiries regarding their capital patronage account.

? Utilize and manage paperless filing system.

? Direct member calls to appropriate department when necessary.

? Handles all aspects of assisting members with obtaining the proper forms for requests such as new

membership, prepay metering, bank drafts, etc.

? Must have the ability to keep confidential information in trust.

? Must hold a valid Ohio driver's license.

? Must have legible handwriting.

? Must be a Notary Public or be capable of becoming a Notary Public.

? Perform other duties, as required.

EDUCATION AND EXPERIENCE:

? High school diploma or GED required, college degree in a related field preferred.

? Customer service and cash handling experience preferred.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

? Must pass pre-employment drug screening test.

? Must occasionally lift and/or move records, files, and packages received weighing up to 25 pounds.

? Will be regularly required to sit at a desk, move to cash register, and stand to take payments.

? May require occasional travel.

? Some overtime may be required.

This job description lists important functions of this position and is not intended to be all-inclusive. An employee may be directed to perform other reasonably related

Mid-Ohio Energy Cooperative, Inc.

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Member Service Representative