Customer Service Representative

Position Objective

Provide professional, responsive customer service to Cooperative members and the general public. Perform customer service, billing, cash-handling, clerical, and administrative functions while assisting with account needs, payments, collections, outage response, and coordination with other departments.

Essential Responsibilities

Customer Service & Accounts

- Assist members and visitors in person and by telephone.

- Explain rates, policies, billing practices, procedures, and customer programs.

- Resolve questions and complaints or escalate complex issues appropriately.

- Process new services, connects, disconnects, deposits, account changes, reinstatements, and other service orders.

- Investigate billing concerns and process adjustments according to policy.

- Provide account information and documentation while maintaining confidentiality.

- Assist with capital credits, irrigation accounts, rebates, and other programs.

Cash Handling & Billing

- Process cash, check, mail, and electronic payments accurately.

- Balance cash drawers and prepare daily reports and deposits.

- Assist with billing, account setup, and account maintenance.

- Review accounts for billing errors involving meters, rates, horsepower, or other factors.

- Prepare documentation for high-bill complaints and adjustments.

Collections & Outage Support

- Perform collection and service-discontinuance activities according to policy.

- Help customers identify available resources that may prevent disconnection.

- Receive outage and trouble reports and communicate information to System Operations and Line personnel.

- Participate in rotating after-hours/on-call outage response as assigned.

- Follow up on service restoration and operate communications equipment when required.

Office & Departmental Support

- Coordinate with Accounting, Engineering, Line, System Operations, and other departments.

- Assist with service orders, construction, meter tests, security lights, field checks, and related services.

- Maintain records, supplies, forms, correspondence, notices, and other office materials.

- Open and close the District Office as assigned.

- Support community events and public functions when assigned.

- Identify opportunities to improve customer service, efficiency, safety, and office procedures.

- Adapt to changing technology and procedures.

- Perform other duties as assigned.

Position Specifications

Education

- High school diploma or GED required.

- Additional training or education in customer service, communications, business, or a related field preferred.

Experience

- Two years of customer service, cashiering, office administration, utility, or related experience preferred.

- Cash-handling/account-balancing experience preferred.

- Utility or electric cooperative experience is a plus.

Knowledge & Skills

The successful candidate should be able to:

- Provide excellent customer service and communicate professionally with diverse customers.

- Handle cash and financial transactions accurately.

- Resolve difficult or sensitive customer concerns professionally.

- Explain policies, rates, procedures, and programs clearly.

- Maintain accurate records and confidentiality.

- Use computers, office equipment, Microsoft Word, Excel, and applicable billing/customer information systems.

- Work independently while coordinating effectively with other departments.

- Exercise sound judgment, discretion, organization, and attention to detail.

- Prioritize multiple assignments and adapt to changing circumstances.

Working Conditions & Requirements

- Primarily office-based work involving sitting, standing, walking, bending, reaching, and computer/paperwork activities.

- Occasional overtime, emergency callout, and rotating after-hours outage response may be required.

- Occasional travel, including overnight travel, may be required.

- Valid driver's license required.

- Residence within the District Office service area may be required, depending on operational needs.

Equal Opportunity / Employment Statement

Lea County Electric is committed to equal employment opportunities for qualified applicants and employees. Employment decisions are based on qualifications, skills, experience, and organizational needs, consistent with applicable federal and state law.

Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law.