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Member Service Representative I - II - III
New Ellenton Office
Classification: Non-Exempt
Salary Grade/Level/Family/Range: I-2, II-5, III-7
Reports to: Department Coordinator
Date: 07/30/2015
Revised: 10/3/18, 04/25/22, 09/19/22, 02/28/25, 01/28/26
JOB DESCRIPTION
Summary/Objective
The Member Service Representative responds to members' inquiries or complaints regarding the organization's products or services, determines best method to resolve problems to ensure member satisfaction following the organization's policies, coordinates problem resolution with appropriate departments, informs members of standard procedures or resolution of problem, follows up to ensure member satisfaction, and possesses knowledge of the organization's policies, procedures, practices, products and services. The position contributes to a safe, compliant, and efficient workplace within an electric and broadband utility environment.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

1. Maintain knowledge of all Member Services duties and provide support in various areas as needed.
2. Perform cashiering duties, answer calls in the call center queue, and assist members/customers in person.
3. Process membership applications, service orders, and required reports.
4. Address routine member/customer inquiries and complaints, routing complex issues to the appropriate personnel.
5. Educate members/customers about the Cooperative's services and programs.
6. Promote Carolina Connect to our members/customers by assisting with sign-ups, explaining available package options, and answering service-related questions.
7. Collect, research, and process payments both in person and over the phone.
8. Assist the Member Services Coordinator with projects and special assignments.
9. Cover vacancies and assist in areas requiring additional support.
10. Travel between area offices, as needed to fulfill job responsibilities.
11. Comply with all AEC policies, procedures, and safety practices; participates in required safety meetings and training; and promotes a positive and professional image of the Cooperative.

Competencies

1. Ethics and integrity
2. Oral and written communication skills
3. Negotiation skills
4. Analytical and critical thinking
5. Organizational awareness and alignment
6. Collaboration and teamwork
7. Professional and technical credibility
8. Project and time management
9. Adaptability
10. Risk awareness and compliance
11. Service orientation

Supervisory Responsibility
None
Work Environment
This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands
This is largely a sedentary role, however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear.
Travel
Periodic travel to state and local destinations, as well as some interstate travel is required.
Required Education and Experience
MSR-I

1. High School graduate, with business courses and exceptional customer service experience.
2. Proficient use of telephone, computers, and communication equipment.
3. Working knowledge of principles and practices involved in basic office procedures and record keeping.
4. Experience in meeting and dealing with people both over the telephone and in the office.
5. One year or more of customer service experience.

MSR-II

1. All of the above education and experience plus three years or more of customer service experience.
2. Working knowledge of pertinent Cooperative policies, retail rates, and procedures.
3. The Electric Cooperatives of SC Member Service Certificate.

MSR-III

1. All of the above education and experience plus five years or more of member service experience with AEC.
2. Ability to calculate AEC rates efficiently and communicate rates to members.
3. Proficient knowledge of Cooperative programs, policies, and practices.
4. Must demonstrate leadership within the department.

Preferred Education and Experience
MSR-I-II-III

1. Two-year degree with business courses in bookkeeping.

Additional Eligibility Qualifications

1. Valid Driver's License
2. Legally eligible to work in the United States

EEO Statement
Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
At-Will Employment Statement
This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.
This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Due to the nature of an electric and broadband utility, all employees are subject to working extended hours, holidays, nights, and weekends with or without notice. All employees of Aiken Electric Cooperative, Inc. may be required to work during Annual Meeting. Additional duties or responsibilities may be assigned
Signatures
This job description has been approved by all levels of management:
Manager
HR
Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.
Employee Date
NRECA Electric Cooperative Employee Competencies
Business Acumen
Integrates business, organizational and industry knowledge to one's own job performance
Electric Cooperative Business Fundamentals
Understands and integrates cooperative principles and industry knowledge into daily practice.
Organizational Awareness and Alignment
Understands and supports the formal and informal decision-making structures and relationships in the organization.
Professional and Technical Credibility
Keeps current in area(s) of expertise and demonstrates competency within areas of functional responsibility.
Technology Management
Keeps current on developments and leverages technology in performance of job duties.
Safety Awareness
Applies core safety knowledge, skills and mindset to everyday work.
Interactions with Others
Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Ethics and Integrity
Demonstrates personal and professional honesty and chooses ethical courses of action.
Interpersonal Awareness
Maintains constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Communication
Receives and conveys information to diverse audiences in diverse situations.
Collaboration and Teamwork
Works cooperatively and collaboratively with others to achieve collective goals.
Service Orientation
Demonstrates a desire and ability to serve and work in partnership with others (members, colleagues, stakeholders).
Respect and Appreciation of Differences
Recognizes, respects, and adapts to others' differences in order to work effectively.
Resourcefulness And Accountability
Takes responsibility for accomplishing work objectives and delivering business results.
Self-Management
Demonstrates resiliency and manages own time, priorities, and resources to achieve goals.
Flexibility and Innovation
Is adaptable and contributes creative ideas and solutions to meet changing business needs.
Results Oriented
Strives for excellence in achieving business outcomes.
Influence and Negotiation
Manages challenges in a constructive manner and reaches compromises, gains support and strives for win-win solutions.
Critical Thinking and Decision Making
Uses objective analysis and evaluation to make decisions and implement solutions.
Continuous Learning and Development
Displays curiosity and an ongoing commitment to learning and self-improvement.