Member Support Associate

General Purpose of Job

This position is responsible for the identification and response to member service needs by telephone in person or through other channels and to promote cooperative services and products. This position may be subject to overtime on short notice on-call and call-out after normal working hours and on weekends and holidays to effectively respond to members for power outages and emergency situations. This position may be assigned to the call center service center or office support based on business needs and demonstrated job knowledge skills abilities and performance.

Minimum Required Qualifications and Competencies

The following includes the minimum job requirements and essential duties for this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Some job requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Education

• Minimum: High School or GED
• Preferred: Two (2) year associates degree in a business-related field
• Preferred: Business administration communication and Microsoft applications

Experience

• Minimum: Two (2) years recent job-related experience in a customer service or call center capacity.
• Preferred: Experience in cash handling
• Preferred: Experience within an electric utility or related industry.

Other Requirements

• Ability to operate a variety of office equipment including a personal computer printers copy machines and telephone.
• Ability to work irregular hours for assignment completion and flexibility to change scheduling and report to work on short notice during emergency situations.
• A valid Florida drivers license for local business travel between Call Centers and/or Member Service Centers; must have and maintain an acceptable driving record as determined by SECO Energy.
• Normal work hours shall be eight (8) hours between 7:00 am and 7:00 pm Monday through Friday.
• This position is subject to 8-hour rotating shifts Monday through Friday between 7:00 am and 7:00 pm; requires the ability to work irregular hours for assignment completion and flexibility to change scheduling work overtime or report to work on short notice call-out and on-call assignments.
• Successful completion of pre-employment background check physical and drug screen.

Living Requirement

• Employees in this position must live within one (1) hour from the assigned reporting location

Driving Requirements

• Valid Florida Drivers License

Core Competencies

• Safety: Follows safety procedures diligently identifies potential hazards and takes appropriate action to maintain a safe working environment.
• Member Commitment: Provides exceptional service to members actively listening to their needs and ensuring their satisfaction.
• Honesty & Integrity: Acts with honesty and integrity in all tasks maintaining transparency and ethical standards.
• Work Ethic: Demonstrates a strong work ethic by consistently meeting deadlines and achieving high performance in all tasks.
• Inclusive Culture: Contributes to an inclusive culture by respecting and valuing diverse perspectives and collaborating effectively with all team members.
• Accountability: Takes responsibility for their actions and decisions ensuring they meet commitments and deliver high-quality work.
• Teamwork: Works collaboratively with team members sharing information and supporting collective goals.

Job Specific Competencies

• Customer Service & Communication: Deliver high-quality customer service by maintaining a courteous friendly and professional demeanor in all interactions whether in person over the phone or through written communication. Engage customers effectively demonstrate persuasive communication skills and encourage participation in cooperative programs and services is essential. Fluency in English is required and proficiency in Spanish is highly desirable to support a diverse member base.
• Technical & Computer Competencies: Proficiency in the use of personal computers and standard office software particularly Microsoft Office applications. Must acquire working knowledge of the cooperatives customer information system and other relevant electronic tools. Strong data entry skills with a minimum typing speed of 32 words per minute. Ability to accurately handle cash transactions balance payments and utilize a 10-key calculator.
• Organizational Time & Stress Management: Strong organizational and time management skills with the ability to work independently or as part of a team in a fast-paced dynamic environment. Must manage multiple priorities with accuracy maintain professionalism under pressure handle confidential information responsibly and adapt effectively to changing situations.
• Policy & Procedure Compliance: Must interpret and adhere to workflow documentation customer service procedures and organizational policies. A willingness to learn and retain knowledge of the cooperatives service area rates fees programs and product offerings is essential to providing accurate and informed support to members.

Verification

The above qualifications and competencies for this position may be verified through a combination of education experience interview questions and technical skills exercise(s).

Essential Duties and Responsibilities

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any position shall be. It is not intended to limit or in any way modify the right of management to assign direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the cooperative.

Member Account Management:

• Perform efficient and effective account management as prescribed.
• Maintain acceptable key performance indicators (KPIs) including responsiveness to call-out and on-call duties as applicable.

Member Communication & Issue Resolution:

• Resolve or appropriately refer member service consumption or billing complaints or other issues to designated personnel or departments.
• Contact members to respond to inquiries and service requests or to communicate results and follow-ups.

Program & Service Promotion:

• Promote SECO Energy products and service programs ensuring members are informed of offerings that may meet their needs.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

While performing the duties of this job the employee is regularly required to sit walk and stand talk and hear both in person and by telephone; use hands repetitively to finger handle or feel or operate standard office equipment; reach with hands and arms; and lift up to 10 pounds. Specific vision abilities required by this job include close vision distance vision color vision and the ability to adjust focus.

Occasional business travel is required among service center and call center locations when needed to provide coverage or for training and development.

Required Experience:

IC