NODAK ELECTRIC COOPERATIVE, INC. Grand Forks, North Dakota

Transcription

1 NODAK ELECTRIC COOPERATIVE, INC. Grand Forks, North Dakota RECEPTIONIST Position Description Updated May 2016 REPORTS TO: Billing Supervisor _ SUPERVISES DIRECTLY: None SUPERVISES THROUGH SUBORDINATES: None PURPOSE FOR THE POSITION: To provide members and general public a positive member-service experience when handling inbound telephone traffic and personal visits, creating a feeling of goodwill toward the cooperative; to efficiently and accurately process cash receipts, and service orders; to promote positive member and public relations and provide clerical support as requested. ESSENTIAL RESPONSIBILITIES: Primary: 1. Greets and determines needs of members and general public visiting Nodak Electric offices, escorts or directs to the proper person or department for desired information and/or assistance. 2. Operates telephone switchboard - responsible for the prompt answering and accurate routing of incoming calls. Keeps supervisor apprised of any problems that may develop in equipment, routing procedures, or in any other related area that may adversely affect the quality of service. 3. Customer payment processing and balancing of cash, check, credit or debit card, through use of a payment scanner, cash drawer, SmartHub, auto-payment withdrawal, remote payment and presentment service (RPPS) and government deposits directly into Nodak s bank account. 4. Assists walk-in members in completion of service application forms.

2 5. Serves as first response for general information requests, load management requests, member programs such as auto-pay, new member applications, and billing questionsbalance/usage inquiries/auto-pay setups/changes. 6. Opens/locks front door and transfers after-hours phone calls to a third party call center. Secondary: 7. Creates service orders to repair/install and bill outdoor lighting. 8. Opens and organizes payments and mail as directed. 9. Keeps phone/cell phone and radio listings updated. 10. Assists with data entry as needed. 11. Scanning records into CIS document storage and imaging solution 12. Performs other tasks and assumes other responsibilities as assigned by supervisor. TO DO THIS KIND OF WORK, YOU MUST BE ABLE TO: a calculator or personal computer records operate PHYSICAL DEMANDS: Lifting 25 lbs. maximum and occasionally lifting and/or carrying such articles as computer printouts, map books, ledgers, small tools, computer monitors, etc. Walking and standing will be required. Reaching. Handling. Fingering. Feeling. Talking. Hearing. ENVIRONMENTAL CONDITIONS: Inside: Protection from weather conditions, but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

3 MATH SKILLS: Requires mathematical development sufficient to be able to: Deal with systems or real numbers; algebraic solution of equations; and probability and statistical inference. Apply fractions, percentages, ratio and proportion. LANGUAGE SKILLS: Must have developed language skills to the point to be able to:, using all parts of speech -modulated voice. Write English at a level necessary to compose correspondence independently from notes or verbal instruction and record incoming information RELATIONSHIPS TO DATA, PEOPLE, AND THINGS: Data: Reporting and/or carrying out a prescribed action in relation to information are frequently involved. People: -Signaling: Talking with and/or signaling people to convey or exchange information. Includes giving assignments and/or directions to helpers or assistants. Things: dling: Using body members, hand tools, and/or special devices to work, move, or carry objects or materials. Involves little or no latitude for judgment with regard to attainment of standards or in selecting appropriate tool, object, or material. SAFETY TRAINING Employees shall be trained in and familiar with the safety-related work practices, safety procedures and other safety requirements in the cooperative s safety manual that pertain to their respective job assignments.

4 Employees shall attend regularly-scheduled safety training meetings for training in all areas that pertain to their respective job assignments. Employee shall have a fundamental knowledge of basic first aid, cardiopulmonary resuscitation, safe driving responsibilities, and emergency Mayday procedures. SECURITY OF COOPERATIVE S INFORMATION Maintaining security and protection of non-public and proprietary cooperative information is a requirement of all employees. INTERPERSONAL ABILITIES Requires the ability to establish and maintain effective professional relationship with both internal and external customers. Requires prompt and predictable attendance in order to insure uninterrupted service to internal and external customers. SPECIFIC VOCATIONAL PREPARATION: Specific vocational preparation includes a combination of: apprentice training, in-house training, on-the-job training, vocational education (not to duplicate education/experience listed below), or essential experience in less responsible jobs. Zero to six months on-the-job experience required to perform the job duties. TO DO THIS JOB, YOU MUST HAVE THE FOLLOWING LICENSES OR CERTIFICATIONS BEFORE BEING HIRED: Valid driver s license preferred TO DO THIS JOB, YOU MUST HAVE THE FOLLOWING AMOUNT OF TOTAL EDUCATION AND/OR EXPERIENCE: High School education required. Associate degree in business management or related field preferred. One to two years of administrative and/or switchboard experience preferred.

5 Agreed: Approval: Employee Customer/Energy Services Manager Date Date The position description is not intended to be an all-inclusive list of job responsibilities, duties, and requirements, but to describe the standard level of work being performed. Employees may be required to perform other duties as assigned or as required by the needs of the business. Nodak Electric Cooperative, Inc. retains the discretion to add to or change the duties of the position at any time.