Member Relations Agent

PHYSICAL OFFICE LOCATION: PEC Oak Hill District Office - 9115 Circle Drive, Austin, TX 78736, Austin, TX 78736

Hybrid Work Options Available

$18.23 Minimum Starting Base Pay* + KPI Bonuses + Competitive Benefits

Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job-related skills, and relevant education or training.

Position Summary

This position is responsible for providing front line interface to the membership in support of the Cooperative’s strategic initiatives.

Essential Duties & Responsibilities

• Act as the primary point of contact to the Cooperative members
• Maintain a high level of courteous member service and professionalism at all times
• Communicate, mediate and negotiate with members to resolve issues
• Maintain working knowledge of Cooperative services and functions using a library of talking points, frequently asked questions and job aids to address member issues
• Create, maintain and safeguard complete and accurate records of member transactions regarding billing, service requests, collection activity, capital credit allocations, financial assistance and complaint resolution
• Collect and post payments, reconcile daily cash drawer and prepare deposits in accordance with internal cash management procedures
• Prioritize and manage multiple member issues at one time
• Utilize databases and software applications to verify member identity and analyze customer account information
• Ask targeted questions to assess outage reports, troubleshoot issues using various systems, and utilize Outage Management System (OMS) to appropriately report outages
• Recognize and communicate potential field safety hazards based on information provided by the member
• Determine and post applicable fees associated with electric service
• Review account balances and payment arrangements to facilitate collection on delinquent accounts
• Identify residential and commercial account billing issues and work to correct errors
• Determine eligibility and set up payment plans in accordance with Cooperative guidelines

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• Initiate the resolution of member issues and refer escalated member issues to the appropriate department or Cooperative management
• Embrace new approaches and discover ideas to create a better member experience
• Keep informed of Cooperative rate structures, tariffs, business rules bylaws, policies and procedures
• Recognize and report safety and security issues
• Participate in industry specify continuing education
• Coordinate activities with other departments
• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

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Supervisory and/or Leadership Responsibilities

None

Knowledge, Skills & Abilities

• Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
• Knowledge of principles and processes for providing customer service
• Skilled in time management
• Skilled in prioritizing and managing changing priorities
• Ability to effectively explain and base decisions on Cooperative policies and procedures
• Ability to work in a team environment
• Ability to accurately perform required tasks and meet deadlines
• Ability to multi-task
• Ability to quickly recognize and analyze irregular events
• Ability to anticipate, identify, analyze and resolve conflict and problems
• Ability to communicate effectively verbally and in writing
• Ability to listen and understand information verbally and in writing

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Minimum Qualifications - (Education, Experience)

• High School Diploma
• Associate’s Degree OR Two years of directly related experience OR Directly related experience may substitute for education up to four years
• Valid Driver’s License

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The employee may be required to stand; reach with hands and arms, stoop and kneel
• The employee may be required to sit or stand for long periods of time
• The employee may be required to lift, carry, push, pull or move up to 25 pounds
• The employee may be required to travel
• The employee may be required to work after hours call out
• Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
• This position may be required to work more than 40 hours per week
• This position may require shift work

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.

Position Open Until Filled

Pedernales Electric Cooperative is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected Veteran status, age, or any other characteristic protected by law.