Member Services Representative - CVEC, Palmyra Office

Central Virginia Electric Cooperative • Palmyra, VA • 2h ago

Central Virginia Electric Cooperative is seeking a dynamic, team-oriented individual to deliver exceptional customer service consistently with strong transactional accuracy. This individual is responsible for communicating in a professional, courteous and respectful manner with CVEC members regarding a variety of topics via various means of communication while adhering to established workflows and procedures. Member interactions include, but are not limited to initiating new service requests, terminating service, processing service orders, answering billing inquiries, accepting payments, educating members regarding energy consumption and energy efficiency. Member communications are primarily via inbound and outbound calls but can also include in-person and email inquiries. This position will work in the Palmyra facility with the possibility of intermittent travel to other CVEC division offices for coverage. This is a 40 hour/week position M-F; with working hours which may vary between 7:00 a.m. and 6:00 p.m.

Essential MSR Duties and Responsibilities:

Effectively respond to member inquiries by phone, in-person or email following established workflows and procedures

Maintain defined phone performance metrics with phone availability and call answered volume to achieve department goals and objectives

Execute with positive call quality standards consistently

Represent CVEC with a courteous and respectful manner

Deliver current and accurate information

Execute with transactional accuracy consistently

Perform required actions to process service requests using established procedures and ensure that service requests are initiated, completed and all billing and informational systems are maintained

Perform cashiering activities, including accurate cash handling and balancing

Perform various member account transactions

Collect revenue by receiving payments from members in person and in the mail

Resolve and document all revenue recovery situations

Maintain effective working relationships with employees at all levels within CVEC and with our members, ensuring smooth operations, productive communications, and effective understanding during all interpersonal contacts

Dynamic team player both within the work group and with other departments

Change-agent Agility to flex in a fast-paced environment

Notarize documents and forwards documents to internal business partners according

Assist with training as necessary

Required Qualifications:

High school diploma or equivalent

Two years of general office experience including but not limited to: responding to customers via phone, in-person, or email; accounting and cashiering experience

Strong verbal and written communication skills

Proficiency with Microsoft Word, Excel and Outlook

Computer application skills

Desired Qualifications:

Four years of experience as a customer service representative in a call center environment

Four years of experience handling computerized billing and information systems

Electric or utility industry experience

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: Job requires sitting for extended periods of time at a desk/computer terminal

Work Environment: Team-based, call center office environment

The employee must occasionally lift and/or move up to 25 pounds

Hourly Pay Rate:$22- $25/hour depending on experience

CVEC offers a comprehensive benefits package which includes: Health/Dental/Vision Insurance, Life/Disability Insurances, Elective/Non-Elective 401k Retirement Plan; and Generous Annual Paid Time Off.

Only qualified electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to:HR@mycvec.comand your*[]{style="

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