VERMONT ELECTRIC COOPERATIVE, INC.

Transcription

1 VERMONT ELECTRIC COOPERATIVE, INC. This notice is to announce that we are currently accepting Applications for the position of MEMBER SERVICE AGENT Position Overview Vermont Electric Cooperative (VEC), a locally owned electric distribution utility, is seeking a Member Service Agent to join its Member Services Team. This is a unique position within the organization because it's a blend of both Meter Technician and Call Center Representative functions. VEC is seeking a self-motivated individual who enjoys working with people and strives to exceed customer expectations. The ideal candidate would possess the ability to present information to management, members, employees, and the general public in a professional, pleasant, and effective manner. This individual must be able to remain calm under stress, resolve conflict effectively, and possess the ability to build trusting relationships with members and colleagues. They must be able to work well in a highly collaborative and team-based environment. The position is anticipated to be about 60% office and 40% field work but schedule can change based upon planned and unplanned department needs. Please see the detailed job description attached to this notice for more information about job duties and qualifications. To apply for this position, please submit a completed application along with a cover letter and resume to jobs@vermontelectric.coop. Applicants who meet minimum qualifications may receive an interview. Current Contract Rates Entry-Level - $23.34 Level 3 - $25.28 Level 2 - $28.04 Level 1 - $30.32 VEC is an Equal Employment Opportunity Employer including Vets and Disabled.

2 Vermont Electric Cooperative, Inc. Job Description Job Title: Member Service Agent Reports To: Manager of Member Services FLSA Status: Non-exempt Union Status: IBEW Salary: Per Contract Approved By: M a n a g e r o f G o v e r n m e n t A f f a i r s a n d M e m b e r R e l a t i o n s Approved Date: July 2016 SUMMARY: This position supports VEC s strategic goals to deliver value to members by providing responsive, relevant, and knowledgeable support that anticipates and exceeds member expectations. The employee in this position directly supports VEC s Member Service Department by performing duties normally associated with Call Center and Metering. Note: A schedule for field and office work will be provided based upon the anticipated needs of the business. The position s usual work week is a mix of work days in the field and work days in the office. However, the employee must be prepared to cover duties in either area based upon unexpected department needs. ESSENTIAL DUTIES AND RESPONSIBILITIES: The employee in this position will be assigned to perform the following duties: Field Work Locates, reads and records data from electric and demand meters within assigned service territory in an accurate and timely manner. Performs connects and disconnects of electric meters. Facilitates disconnect meter process for delinquent member accounts in accordance with VEC policies and procedures. Communicates with member regarding delinquent account(s). Addresses billing inquiries and member complaints in the field as necessary. Collects member payments in the field. At such time, may be required to handle various amounts of money. Timely and accurate report of such funds is necessary. Inspects meters and service entrances for defects, damage, hazardous conditions and tampering. Takes action and/or reports such situations.

3 Operates meter test equipment, interpret results, and reports findings to member service personnel. Maintains member account confidentiality in accordance with VEC s Red Flags Policy. Train in the testing, servicing, maintenance and calibration of all meters, instruments and metering equipment. Install and remove single phase and three phase self-contained meters. Inspect field installations for current diversion and any unmetered usage, report and document field inspections. Responsible for recording (and maintaining) pertinent data for meter records and completing all records pertaining to meter data and work orders. Calibrate and test meters and/or AMI devices in shop and field, to ensure proper operation. Responsible for retro-fitting current VEC meters with AMI capability devices. Generate material requisitions for all out-going metering supplies. Periodically provides relief coverage in other Readers territories. Call Center Responds to member service related questions such as, but not limited to, billing and payment inquiries, deposits, budgets, payment plans, disconnects, reconnects, and related member service programs and services. Facilitates disconnect, reconnect, and security deposit process in accordance with VEC s policies and procedures and the guidelines set forth by the PSB Rules and Regulations. Negotiates with delinquent members to make reasonable payment arrangements. Processes all member service requests including service orders for transfer of service, final disconnects, new connects, address changes, high bill complaints, and letters of credit, etc. Provides VEC members with current and historical information concerning VEC s programs, rates, services, and policies. Completes daily credit card processing Analyzes account balances. Generates service orders for disconnect for non-payment. Responds to customer inquiries concerning VEC or utility-related issues in accordance with the SQRP and forwards complaints to the Call Center Lead or Manager. Forwards information to Billing Coordinators regarding corrections/adjustments to customer bills. Investigates payment errors and processes payment corrections and adjustments to customer accounts as necessary. Must be knowledgeable of large commercial billing and makes referrals to Key Account Manager. Other duties may be assigned as required by business needs. OTHER DUTIES & RESPONSIBILITIES: This description is not intended to be a complete statement of the position, but is intended to be a guide to general work to be performed. Must demonstrate effective self-direction and organization of daily work. Works collaboratively with all VEC departments. Seeks opportunities to provide exceptional customer service. Provides back-up coverage and performs other essential responsibilities within the Member

4 Service Department in the absence of co-workers and during periods of high-volumes of work flow. Assists in the field or call center when there are large outages or as assigned. Must demonstrate safe work practices and risk assessment abilities. Actively participates in meetings, trainings, and their own development planning. Must consistently meet VEC s performance expectations. Must consistently demonstrate our Rules of Engagement. Employee will support a strong cyber security culture. This includes, but is not limited to, cyber security awareness, training, and testing. Employee will support cyber security efforts and demonstrate cyber security best practices as outlined by management. Performs other duties as assigned. SUPERVISORY RESPONSIBILITIES: This employee has no supervisory responsibilities. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must function well within a "team" environment and as an individual contributor. ESSENTIAL SKILLS: Must demonstrate leadership, collaboration and problem solving skills. Must be self-motivated and directed. Must develop and maintain relationships and demonstrate strong interpersonal skills. Must have the ability to make decisions and influence outcomes. Should be skilled in areas of planning, assessment, and time management. Must have the ability to build trust and maintain uncompromising integrity. Strives for continuous improvement. A reputation of absolute reliability is preferred. EDUCATION and/or EXPERIENCE: Must possess a high-school diploma or equivalent and two years of customer service experience is required. Associates degree in electrical engineering, electrical technology or related field preferred. Previous electrical and mechanical experience or licensure is preferred. Must have the ability to obtain working knowledge and experience with the different types of electrical meters, metering packages, and electrical recording instruments. Basic knowledge of electronic meter reading devices preferred. Must have the ability to reason analytically and relate theoretical concepts to practical application. This individual should be adaptable to changing conditions. This individual should possess standard computer skills including a working knowledge of current Microsoft Office programs (Word, Excel, and Outlook). Must acquire and maintain proficiency using VEC's Customer Information System. Must obtain a working knowledge and

5 ability to use VEC mapping software. Should be familiar with ipad, iphone, and messaging applications. Must acquire working knowledge of VEC s safety manual, VEC s safety procedures, and expectations. The position evolves through union steps defined by experience and ability. The employee is expected to develop greater skills, knowledge and abilities to safely perform increasingly complex functions and responsibility. Employee in this position must demonstrate understanding, obtain required experience and perform all aspects of their Field Technician II duties and/or all advanced Call Center functions before consideration of advancement to Field Technician I or Call Center Lead. COMMUNICATION SKILLS: Must possess the ability to read and comprehend instructions, correspondence, and follow written communications via memo, text and . Must be able to write correspondence and effectively present information and respond to questions from members, employees, and the general public. The individual in this position must have good communication skills. S/he must possess the ability to present information to management, members, employees, and the general public in a professional, pleasant, and effective manner. This individual must be able to remain calm under stress and have the ability to build trusting relationships with members and colleagues. The Member Service Agent will interact extensively with members and co-workers. The ability to effectively communicate is essential whether face to face or using communication technology. MATHEMATICAL SKILLS: Must be able to perform basic mathematical functions such as addition, subtraction, multiplication, and division and to work with fractions and decimals. Must be able to use spreadsheets and be able to copy, compare, and check numbers with speed and accuracy. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. CERTIFICATES, LICENSES, REGISTRATIONS: First aid and CPR certification are required. Must possess a valid Vermont driver's license. PHYSICAL DEMANDS: 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

6 accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires lifting in excess of 60 pounds (up to 35% of body weight) on occasion. Personal protective equipment (PPE) must be worn when required. Employee must be able to withstand extended periods of driving, walking, and/or standing, and must dress appropriately for varied weather conditions. Climbing and snowshoeing are required. While performing duties of call center job, the employee is regularly required to sit and to use the computer for long periods of time. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent exposure to extreme weather conditions is normal. Exposure to high voltage current and power machinery and equipment is possible. Within the office, s/he will work at the front desk or at one of several individual workstations in close proximity to other employees and use a computer regularly. Hours of work are consistent with normal business hours and VEC business needs. Occasional overtime may be required. Employee will have constant customer contact, both in person and over the phone. Hours of work are consistent with normal business hours and VEC business needs.