Summary:

• Member Service Supervisor (Sumter)
• Member Service Support (Camden)
• Member Service Trainee

Member Service Supervisor

Summary:

Under limited supervision the Member Services Supervisor – Sumter Lobby will be responsible for leading, coaching, training and supporting member-facing employees within the cashier and lobby areas.
This position will be responsible for supervising and assisting with member service, cash handling, answering phone calls to assist members concerning residential and commercial accounts as well as addressing member concerns or service complaints. The employee will be responsible for maintaining active lines of communication within the Member Service department and across the organization. In addition to being responsible for all supervisory duties the employee may be assigned other duties and/or special projects under the leadership of the VP of Member Services.

Minimum Qualifications:

Requires an associate’s degree in general business, or related field with a minimum of three years experience in a position with member/customer service, cash handling and, maintenance of sensitive/confidential information, or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
*Ideal applicants will have leadership experience and the following knowledge, skills, and abilities: integrity, accountability, member focus, good data entry skills, listening skills, verbal communication, people skills, adaptability, stress tolerance, dependability, flexibility and the ability to support teamwork.

Required Skills/Abilities:

• Supervisory experience with ability to lead teams
• Willingness to learn, follow and lead
• Excellent communication skills including active listening
• Member service-oriented and ability to address employees
• Proficient computer skills with the ability to learn new software
• Knowledge of, or ability to learn, products, services, and various areas of member services

Essential Job Functions:

• Determining, retaining and controlling confidential information as a leader
• Responsible for active listening and communication with team members, cooperative membership and various departments
• Leading, coaching, training & supporting MS representatives
• Assist members directly to support needs of department
• Answer questions and assist reps with escalated member issues
• Ensure adherence to policies and work procedures
• Participates in praise, discipline, employment actions within MS area
• Assists in time management and scheduling for MS needs
• Continuous learning – responsible for training others
• Demonstrates excellent member service
• Provides assistance to the VP of Member Services with various tasks and special projects

Additional Job Functions:

Performs other related duties as required.
Attends and participates in employee meetings, Cooperative annual meeting, and other meetings of public interest. Also attends various meetings sponsored by affiliated organizations and other seminars or programs designed by supervisor to have a direct and relevant impact on the performance of “Essential Job Functions”.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be physically able to operate a variety of automated office machines including calculator, copier, computer, etc. Must be physically able to exert up to ten pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Position involves mostly sedentary work, but may require walking, standing, reaching, or stooping for brief periods of time. Must be able to lift and/or carry weights of up to twenty pounds.

Knowledge of Job:

Has general knowledge of the principles, practices, goals, and programs of the Cooperative as they relate to the duties of the positions of Member Service Supervisor, Member Services Representative and Cashier. Has a solid understanding of the basic principles of member service. Is able to maintain member accounts, make payment arrangements, etc. understands the practices and procedures relating to handling telephone calls and visitors. Is able to use independent judgement in routine situations which occur. Is able to communicate effectively with others both in person and over the telephone in a clear, concise, and courteous manner. Is able to provide constant attention and mental alertness to the job. Has the ability to prepare and maintain an assortment of records, reports, and related information. Has the knowledge and ability to assist co-workers as necessary in performing a wide variety of administrative duties. Is able to make sound, educated decisions. Has the ability to learn and apply new skills needed in order to promote efficient completion of duties. Is able to complete mathematical calculations as needed.
Has good organizational and human relation skills.

Summary:

Under regular supervision is responsible for the activities relating to providing Member Services. This is a flexible position that will allow the employee to aid various departments and increase job knowledge within both the Sumter and Camden offices. Such responsibilities are member service, cash handling, answering phone calls to assist members concerning residential and commercial accounts as well as addressing member concerns or service complaints. This support position will be directly responsible for handling various member inquiries, documenting consumer information as well as other duties that may be assigned under the leadership of the VP of Member Services.

Minimum Qualifications:

Requires member service exposure and cash handling experience. Ideal applicants will have the following knowledge, skills, and abilities: member focus, good data entry skills, listening skills, verbal communication, people skills, adaptability, stress tolerance, dependability, flexibility and teamwork.

Required Skills/Abilities:

• Flexibility with short notice
• Excellent communication skills including active listening
• Member service-oriented and ability to address member concerns
• Proficient computer skills with the ability to learn new software
• Knowledge of, or ability to learn, products, services, and various areas of member services

Essential Job Functions:

• Continuous learning: responsible for training others as skill level increases
• Assists in all areas of the Member Service Departments including Call Center, CHL Office, and the Camden office as needed – Camden office is the primary location for this position
• Cash handling
• Demonstrates excellent member service
• Answers inquiries by clarifying member request, researching and providing information
• Resolves problems by researching, exploring answers or seeking assistance
• Identifies and escalates priority issues
• Documents information received via member interaction
• Completes address updates, name changes & service orders
• Communicates with various agencies to assist members in bill payment
• Sends correspondence to members concerning account information, arrangements etc.
• Daily use of Meridian, Partner, Command Center, USPS zip code website, Microsoft Office, etc.
• Creates and reviews daily work orders
• Review service orders including new connect and retirement orders
• Verify all voucher information is entered correctly. Once a month, review voucher lists to verify inactive accounts and set up refunds. Reports information to Accounting department.
• Review, scan and link all required documents
• Maintain special needs forms and document receipt of the forms in Meridian
• Scan and file Estate paperwork as needed
• Troubleshoot kiosk issues
• Assists with submitting Meridian support tickets
• Provides assistance to the VP of Member Services with various tasks such as special projects