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Member Service Representative I/II (Full Time)
Location: Wasilla
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Position Status |
MEMBER SERVICE REPRESENTATIVE I/II- RFT |
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Who Can Apply |
MEA Employees & The General Public |
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Posting Date |
April 2, 2025 |
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Closing Date |
Open Until Filled |
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Department |
Member Relations |
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Hourly |
Min DOE $26.18/$29.89 |
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Grade |
5/6 |
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Union Representation |
N/A |
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Hours of Work |
8AM-5PM |
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Location |
Wasilla, AK |
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PURPOSE
This position is responsible for providing exemplary member service to the Associations members by balancing the concerns of the members and the needs of the Association when determining resolutions in a timely manner. Reporting location will vary as dictated by the needs of the department.
ESSENTIAL FUNCTIONS OF THE POSITION
The Member Service Representative I performs the below functions at an entry-learning capacity.
The Member Service Representative II performs the below functions with certainty with very little supervision.
The Member Service Representative III masters the below functions, exercises independent judgment and may act in a lead capacity in any district office.
1.Provides accurate, prompt responses to member inquiries based upon the Associations Tariff, rules and regulations, Bylaws, and policies.
2.Responsible for member marketing of the Association and knowledge of all products and services offered to a degree that will enable answering questions, or referring members for a specific product or service.
3.Receives applications for membership, new service applications, service changes, connects, disconnects, and landlord agreements.
4.Issues work order numbers and inputs/updates status of work orders and routes necessary paperwork.
5.Receives payments from members, in person or through the mail, including drop box and credit card payments.
6.Provides back up support for Cashier, balances cash and prepares bank deposits as needed. Maintains cash balance at approved level and obtains change from bank as required.
7.Prepares cash control sheets, payment stubs, tapes, and all supporting documents as needed.
8.Types with a high degree of accuracy and performs all types of word processing. Operates computer terminal for input and retrieval of information, cash payments, connects and disconnects and membership applications.
9.Becomes an advocate for the Associations members by taking ownership of and understanding their concerns. Determines a resolution by balancing the concerns of the members and the needs of the Association.
10.Answers outage inquiries from members.
11.Promotes a safety culture in which safety is a value. This culture is based on joint and individual engagement, ownership, and accountability regarding job safety and responsibility to perform work safely and adhere to safe work practices.
12.Performs the essential functions of the position in a safe and efficient manner.
The above items are not intended to be all inclusive of the essential functions or requirements of this type of work as they are subject to change based on operating necessity. The employee will also perform other related business duties as assigned by the immediate supervisor and other management personnel.
ESSENTIAL POSITION REQUIREMENTS
Member Service Representative I Requirements Entry Level
Qualified candidates are required to have:
-A high school diploma or equivalent.
-At least two (2) years of general office administration experience.
-At least six (6) months of data entry experience.
-A valid Alaska drivers license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Associations insurance carrier at standard group rates.
Preference may be given to those candidates with:
-Continuing education in business administration, basic accounting, and data processing, or related courses.
-One (1) year of cash handling experience.
Member Service Representative II Requirements Intermediate Level
Qualified candidates are required:
-To have a high school diploma or equivalent.
-To have at least four (4) years member services and/or call center experience in a utility company.
-To have at least one (1) year of data entry experience.
-To be proficient in all functions of a Member Service Representative with very little supervision.
-A valid Alaska drivers license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Associations insurance carrier at standard group rates.
Preference may be given to those candidates with:
-Continuing education in business administration, basic accounting, and data processing, or related courses.
-At least one (1) year of cash handling experience.
Member Service Representative III Requirements Advanced Level
Qualified candidates are required:
-To have a high school diploma or equivalent.
-To have at least six (6) years member services and/or call center experience at the Association.
-To have at least one (1) year of data entry or cash handling experience.
-To master all functions of a Member Service Representative at Association.
-A valid Alaska drivers license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Associations insurance carrier at standard group rates.
Preference may be given to those candidates with:
-Continuing education in business administration, basic accounting, and data processing, or related courses.
-At least one (1) year of cash handling experience.
KNOWLEDGE, SKILLS AND ABILITIES
Support a culture of safety excellence through active involvement in safety improvement and promote a sense of shared responsibility for safety.
Working knowledge of personal computers in a windows environment, including the use of Word, Excel, and e-mail as well as necessary, relevant office equipment.
Advance skill in effectively communicating with a wide variety of people under stressful conditions.
Advance member service, communication, negotiation, and motivational skills.
Skill in managing work efficiently.
Skill in effective and professional verbal, telephonic and written communication.
Skill in professional telephone etiquette.
Ability to follow instructions and work harmoniously with others.
Ability to perform receptionist duties with excellent member service skills when necessary.
Ability to think clearly and identify and solve problems in a thorough and logical manner.
Ability to independently make prompt, well-reasoned decisions, forwarding appropriate issues to the next level of authority.
Ability to work well in both a team environment and independently.
Ability to work well with people of varying backgrounds.
Ability to facilitate cooperation between work groups and work functionally across all levels of the organization.
Ability to interact with live members whether in person or telephonically.
Ability to self-motivate improvement based on successes and failures.
Ability to analyze processes for efficiency and make recommendations for improvements.
Embrace and embody the Associations Core Values through decisions, actions, attitude, and behavior to directly contribute to the success of the organization.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position; this list is not inclusive of all the physical demands that may be required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee will be required to:
-Use a computer to input data, compose documents, and prepare spreadsheets.
-Communicate through speech and hear conversations with others by telephone and in person.
-Visual acuity to discern writing on paper to include reading technical material, reading language to allow filing of documents into the appropriate location, communication with others electronically, and review of documents via paper and computer format.
-Periodically lift and move materials weighing up to fifteen (15) pounds.
ENVIRONMENTAL CONDITIONS
The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This position primarily works in an office setting.
EMPLOYMENT STATUS
This position is classified as a nonexempt, nonrepresented position, and is eligible for overtime compensation based on both Federal and State of Alaska laws. All Association employees are expected to work widely varying amounts of either (1) unscheduled overtime such as during power restoration activities; or, (2) scheduled overtime required to accomplish special projects.
MEA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
Individuals with disabilities who require reasonable accommodations to participate in any portion of the application or interview process should advise MEA in advance by calling 907-761-9218.
To apply, please visit www.mea.coop to submit an application by the closing date.
Matanuska Electric Association, Inc.
163 East Industrial Way (P.O. Box 2929), Palmer, Alaska99645
Telephone: (907) 761-9218/ Fax:(907) 761-9264
MEA is an Equal Employment Opportunity Veterans/Disabled employer.
Benefits Include
Copyright 2021 Matanuska Electric Association, Inc.