Member Service Rep. Transfer
DEMCO
- Experience
- 3+ yrs
- Location
- Greenwell Springs, Louisiana, United States
- Job type
- Full-time
Required skills
- MS Office
- DEMCO Enterprise Software
About the role
JOB DUTIES & RESPONSIBILITIES
ESSENTIAL DUTIES
- Answer phones, electronic correspondence or walk-in inquiries related to billing, service requests, rates, rules and regulations.
- Process payments from various sources.
- Open and close member accounts and process requests for new service or changes to existing services.
- Facilitate service order process and route to appropriate department.
- Provide general information or direct member inquires to appropriate personnel.
- Assist members with their accounts, including completing billing adjustments, resolving complaints and recommending DEMCO’s programs and services.
- Assist members with creating deferred payment arrangements.
- Perform account maintenance.
- Analyze and process various reports as necessary.
- Create reports and perform tasks as directed by management.
NON-ESSENTIAL DUTIES
- Provide support to other district offices as needed.
- Clerical functions including filing, scanning and creating correspondence.
MINIMUM QUALIFICATIONS
EDUCATION
- High school diploma or equivalent required.
EXPERIENCE
- Minimum three years of experience in customer service or professional office environment.
- Progressive experience required for advanced classifications.
KNOWLEDGE, SKILLS & ABILITIES
KNOWLEDGE
- Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
- Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
SKILLS
- Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
- Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Adaptability: Changing course of action or approach in order to suit a new situation or expectation or work through challenging issues.
- Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Computer Skills (MS Office): Proficient in the use of common types of software in the MS Office Suite, such as Outlook, Word, Excel, and PowerPoint.
- Computer Skills (Specific to DEMCO): Please list other computer applications specific to DEMCO that are required as a minimum:
- DEMCO’s Enterprise Software
- Conflict Resolution: Identifying changes in attitude, behavior, and approaches to address conflict and retribution and lessen negative feelings; methods used may include negotiation, mediation, diplomacy, and creative peacebuilding.
- Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Interpersonal: Qualities and behaviors used to communicate, collaborate, and build relationships successfully with others.
- Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Mathematics: Using mathematics to solve problems.
- Number Facility: The ability to add, subtract, multiply, or divide quickly and correctly.
- Persuasion: Persuading others to change their minds or behavior.
- Planning & Organization: Planning, prioritizing, and achieving work goals and assignments by working in an organized, efficient, and productive manner.
- Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
- Service Orientation: Actively looking for ways to help people.
- Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
- Speaking: Talking to others to convey information effectively.
- Time Management: Managing one's own time and the time of others.
- Troubleshooting: Determining causes of operating errors and deciding what to do about it.
- Writing: Communicating effectively in writing as appropriate for the needs of the audience.
ABILITIES
- Auditory Attention: The ability to focus on a single source of sound in the presence of other distracting sounds.
- Composure: The ability to handle difficult and stressful situations with professional composure.
- Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
- Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Managing Priorities & Deadlines: Taking control of multiple tasks, managing time to meet approaching project due dates, handling unexpected or difficult situations, and dealing with pressure and stress.
- Mathematical Reasoning: The ability to choose the right mathematical methods or formulas to solve a problem.
- Memorization: The ability to remember information such as words, numbers, pictures, and procedures.
- Near Vision: The ability to see details at close range (within a few feet of the observer).
- Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
- Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a
- Speech Clarity: The ability to speak clearly so others can understand you.
- Speech Recognition: The ability to identify and understand the speech of another person.
- Team Oriented: The ability to work collaboratively and build strategic relations with colleagues, coworkers, constituents and volunteers.
- Written Comprehension: The ability to read and understand information and ideas presented in writing.
- Written Expression: The ability to communicate information and ideas in writing so others will understand.
PHYSICAL REQUIREMENTS
PHYSICAL ACTIVITIES
- Finger Movements: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
- Repetitive motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
PHYSICAL DEMANDS
- Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
VISUAL ACUITY
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.
WORK ENVIRONMENT
- None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
RELATIONSHIPS
REPORTS TO
- Manager, District Member Services
About DEMCO
Distributes electric power to members in southeast Louisiana.
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