Call Center Representative I

I. POSITION SUMMARY

Responds to member-consumer inquiries, satisfies their complaints and completes all tasks related to the receiving, adjusting and correcting of member-consumer accounts in conformance with approved accounting practices and procedures.

II. REPORTING RELATIONSHIPS A.

Reports to: Call Center Manager and Call Center Team Leader

III. MAJOR RESPONSIBILITIES A.

Responds to consumer inquiries and/or solves problems in both English and Spanish languages. Codes all incoming calls. B. Prepares a variety of reports which require investigation, verification, classification, recording and/or reconciliation of data. C. Received member consumer requests for connections, disconnections, reconnections or new services and trouble calls. D. Completes paperwork on terminated accounts. E. Receives service orders and forwards to appropriate department for actions. F. Responds to member-consumer inquiries, satisfies their complaints and, if unable to do so, refers them to the proper person(s). G. Observes all safety rules. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities required of personnel so classified. The Call Center Representative I shall be required to perform any other duties assigned in order to fulfill the objective of the cooperative.

IV. EXTERNAL RELATIONSHIPS A.

Member-Consumers:

Communicates with concerning accounts and to explain the services offered, rates, policies, procedures and benefits to which a cooperative member-consumer is entitled. B.

General Public:

Maintains good relations in all contacts with the general public.