Customer Service Representative
| Job purpose |
To provide accurate and timely data entry required for processing and computer operations; to perform analysis, interpretation and collection of consumer accounts and to effectively communicate the results to consumers for Rio Grande Electric Cooperative, Inc.
| Duties and responsibilities |
- Train all aspects of the position to new CSRs
- Possess thorough knowledge of RGEC’s Tariff, policies and procedures
- Ability to interpret and explain RGEC’s Tariff to members
- Ability to become a notary public
- Ability to multi-task
- Answer incoming calls in a prompt, courteous and efficient manner ensuring that calls are properly and promptly completed while attending to visitors
- Answer correspondence from consumers in a timely and courteous manner
- Provide clerical and secretarial support to Area Operations Manager (AOM); this includes preparing correspondence letters, filing, collating reports, etc.
- Review list of potential disconnects to determine the appropriate action within the scope of present policies and practices so the Cooperative is paid in a timely manner and to minimize the risk to the Cooperative (calling and/or emailing consumers regarding past due accounts)
- Setting up payment arrangements with consumers and entering arrangements in CIS
- Working with Community agencies and entering pledges for payments in CIS
- Process new accounts and maintain existing accounts. This includes but is not limited to:
- Provide necessary forms for new service applications when needed
- Prepare service orders for switchover requests
- Process credit checks
- File completed paperwork on new services
- Create service orders and service maintenance requests, work with AOM to assign to crew
- Process meter discoveries from the crew via phone calls and radio
- Handle all cash register payments daily balancing of cash drawer and facilitating deposits
- Collect/compile the crew timesheets into one spreadsheet; Input linemen timesheets into database daily by deadline along with verifying GL coding
- Reconcile and verify all necessary documents required in conjunction with linemen timesheets – including materials, staking sheets, charge outs and service orders
- Review daily OMS Outage lists
- Ability to enter material entry charges and material receiving entries as needed
- Scan and review daily DOT inspections, job briefings, AP invoices and other documentation as requested
- Initiate and follow up on Contact Tracking as needed
- Troubleshoot, respond and/or route billing concerns
- Facilitate and attend Member Advisory meetings
- Initiate consumer claims (service orders)
- Maintain Worker Order Workflow and Smart Track tasks
- Prepare Sales and Service invoices
- Initiate and/or enter into database line locate or dig permit requests
- Create daily assignment of work and End of Shift reports
- Greet visitors to the office in a professional and friendly manner
- Provide support to other area offices as needed (travel required)
- Support Dispatch with incoming calls and radio calls as needed
- Perform additional duties as requested
- Learn and comply with Cooperative’s safety rules and procedures
- Maintain confidential information
| Qualifications |
- Ability to provide educational training and support to various departments as needed, to offer positive reinforcement in order to achieve results
- Extensive experience in customer service and highly proficient in multi-tasking
- Ability to acquire adequate knowledge of RGEC’s Tariff, policies and procedures
- Carry out variety of activities with high degree of accuracy and attention to detail
- Utilize office equipment (e.g. scanners, copiers, satellite radio equipment)
- Knowledge of Microsoft Office Suite
- Ability to learn current software programs and any upcoming new programs
- Proficient in Excel and advanced spreadsheet development
- Possess good typing/keyboarding skills accurately and proficiently
- Proficient in the Spanish language (preferred)
- Possess a valid Texas drivers’ license
- Insurable with the Cooperative's auto insurance carrier
- Possess oral and written communications skills in the English language
- Possess excellent interpersonal skills including the ability to maintain a harmonious working relationship with all Cooperative employees
- Must be or become certified in first aid and cardiopulmonary resuscitation
| Working conditions |
- Subject to travel, including multiple over-night stays
- Office environment
- To ensure all employees are provided with drug free and alcohol free working conditions, pre-employment, post-accident, reasonable cause and random drug and alcohol tests are conducted on all employees
- Subject to irregular hours
- Some overtime hours may be required
| Physical requirements |
- Required to pass a physical examination when employed
- Must have sufficient health to perform the essential functions, duties and responsibilities of the job
- Sitting for extended periods of time
- Requires lifting, pushing, pulling, or carrying of weights
- Traveling
| Direct reports |
- n/a
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Rio Grande Electric Cooperative, Inc. (RGEC) was organized in 1945 to enhance the quality of life for rural residents by providing electric service where none existed. Today, at over 35,000 square miles, RGEC has the largest service territory of any electric cooperative in the contiguous United States, serving 18 counties in Texas, and two counties in New Mexico. While it still serves rural areas, many metropolitan areas have expanded into RGEC’s territory, which now includes hospitals, schools, and urban housing developments.
The Cooperative was also selected by the military to be the electrical maintenance provider for Fort Bliss, El Paso, and Laughlin Air Force Base, Del Rio. RGEC maintains offices in Alpine, Brackettville, Carrizo Springs, Dell City, El Paso, and Fort Stockton, with the Brackettville office serving as corporate headquarters.
Mission
RGEC is committed to providing its members safe and reliable energy services through the efficient use of resources, highly skilled employees, and technology.
Motto
Empowering communities, enhancing lives.
Values & Vision
RGEC proudly serves members based on a foundation of integrity and excellence, while striving for the betterment of communities and quality of life for those in the region it is privileged to serve.
Seven Cooperative Principles
Voluntary and Open Membership | Democratic Member Control | Members’ Economic Participation
Autonomy and Independence | Education, Training and Information | Cooperation Among Cooperatives | Concern for Community
Rio Grande Electric Cooperative, Inc. is an equal opportunity provider and employer.