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CORE Electric Cooperative · 5 hours ago

Member Services Representative I - Woodland Park

Woodland Park, CO

Full-time

Onsite

Entry Level

1+ years exp

CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. The Member Services Representative I is responsible for handling phone and electronic interactions with members, managing accounts, addressing inquiries, and promoting available programs to enhance member satisfaction.

CommercialElectrical DistributionEnergy

Responsibilities

Answers member queue contacts on a consistent basis by being in a ready status as often as possible. Completes member requests for: account creation at existing locations, account updates, payment options, enrollment in member programs, inquiries, and requests for information by following departmental procedures, regulations, and tariffs as efficiently and quickly as possible

Handles member complaints and concerns to the best of his/her ability and offers reasonable solutions before escalating contacts or transferring to another department

Answers member electronic queue inquiries, completes and responds to all electronic member requests as necessary. Forwards emails to other departments only when necessary

Handles issues that are created in the Member self-service site

Verifies member identity according to department standards before releasing information on any account

Informs members of appropriate programs and/or options that may benefit them or solve a problem

Maintains complete and accurate documentation on all calls/contacts

Handles member complaints and concerns to the best of his/her ability and offers reasonable solutions before escalating contacts or transferring to another department

Actively promotes one contact resolution by proactively responding to member issues by clarifying the member’s issue, determining the cause of the issue, selecting the best solution, and implementing the solution themselves or contacting the correct department for completion

Problems are easy to moderately difficult. Task difficulty will progress as levels increase. Methods and procedures are defined but judgment may be required to apply them to work. Work is routine and tasks are directly related

Performs other duties as directed by a supervisor

Qualification

Customer Service ExperienceMulti-application Computer SkillsMicrosoft Office ProficiencyActive ListeningProblem SolvingDiplomacyIntegrityCommunicationCritical ThinkingTime Management

Required

High school diploma or equivalent certificate required

One or more years of practical equivalent experience in member/customer service is required. This could include answering phone calls, chat conversations, electronic correspondence and order creation, and handling member accounts

Ability to work with a multi-screen, multi-application computer system

Competent with Microsoft Office: Excel, Word, Outlook, Teams

Proficient with general office equipment

Integrity: exhibiting a high degree of integrity and honesty

Diplomacy: using appropriate diplomacy and tact with employees, members, and other contacts

Communication: ability to effectively read, write and speak the English language to communicate in a clear, straight forward, and professional manner

Critical Thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

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

Active Learning: understanding the implications of new information for both current and future problem-solving and decision-making

Problem Solving: identifying problems and reviewing related information to develop and evaluate options and implement solutions

Coordination: adjusting actions in relation to others' actions

Instructing: teaching others how to do something

Service Orientation: actively looking for ways to help people

Monitoring: monitoring/assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action

Judgment and Decision Making: considering the relative costs and benefits of potential actions to choose the most appropriate one

Time Management: managing one's own time

Troubleshooting: determining causes of operating errors and deciding what to do about it

Social Perceptiveness: being aware of others' reactions and understanding why they react as they do

Learning Strategies: selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things

Persuasion: persuading others to change their minds or behavior

Negotiation: bringing others together and trying to reconcile differences

Mathematics: using mathematics to solve problems

Confidentiality: able to exercise appropriate discretion and confidentiality OR able to exercise discretion, confidentiality, and objectivity in complex and sensitive situations

Benefits

9/80 work schedule: every other Friday off!

Eight paid holidays per year

160 Hours of accruable PTO per year

Paid parental leave

Education and training reimbursement

Volunteer paid time off

100% Cooperative paid benefits, including:

Defined benefit pension plan

Medical insurance

Dental insurance

Vision insurance

Short term disability

Long term disability

Employee assistance program

Life insurance

HSA with employer contribution

401(k) with up to 4% match. Immediately 100% vested

Wellness reimbursement: Up to $300 per year

Travel assistance & identity theft support services

Length of service program

Free Onsite EV charging stations (at certain locations)

Onsite micro market (at certain locations)

Onsite gym with golf simulator and massage chairs (at certain locations)

Company

CORE Electric Cooperative

CORE Electric Cooperative is a member-owned, not-for-profit electric utility that provides more than 300,000 people along Colorado's Front Range The Energy to Thrive.

Founded in 1938

Sedalia, Colorado, USA

201-500 employees