Senior Member Service Rep

JACKSON ELECTRIC MEMBERSHIP CORPORATION
POSITION DESCRIPTION
SENIOR MEMBER SERVICE REPRESENTATIVE (DISTRICT)
POSITION OBJECTIVES: To provide efficient, and courteous service with regard to member
information, member applications, and certain enhanced duties for service so as to help meet the
objectives of the department and the Cooperative; To consistently work and communicate in a team
oriented environment in accordance with the Cooperative's mission, vision, and values.
MINIMUM JOB SPECIFICATIONS:
All requirements are subject to possible modification to reasonably accommodate individuals
with disabilities.
EDUCATION: Require high school diploma or equivalent l; post high school training to include
the fundamental principles of accounting and their application to consumer accounts. Prefer a
two-year Associate Degree in Business Administration or related field. Prefer the successful
completion of a Customer Service Certificate program which has been pre-approved by District
Supervisor and Human Resources. Prefer specialized training in the fundamental principles of
accounting and its application to consumer accounting.
EXPERIENCE: Require responsible and comprehensive experience in general office work.
Require a minimum of three (3) years' experience as a Jackson EMC Member Service
Representative (District) or equivalent industry experience in utility or service-type
organization. Prefer supervisory experience in a service-type organization, which included the
application of rates in billing, collections, records administration, and customer relations.
KNOWLEDGE: Require a working knowledge of principles as it relates to position duties; such as
the basics of consumer accounting, guidance and direction of work methods, determining
priorities of work, meeting schedules, participation in the development of procedures and controls
as applied to preparation of electric service bills, posting, reconciliation with controls, and
preparation and interpretation of reports utilizing the application of data processing methods,
providing information for use in answering inquiries on accounts, etc. Require willingness to
pursue a continuous program of self-development both inside and outside of work hours in
furthering his/her knowledge to develop in the job and accept increasing responsibilities.
SKILLS: Require effective leadership skills, excellent professional communication skills, both
written and oral and the ability to work in a team environment. Require the characteristics
necessary for providing effective leadership, guidance, training, and direction. Require the ability
to accomplish the following: coordinate the activities of the Member Accounts Unit, determine
work priorities, interpret verbal and written instructions, and analyze procedural problems in
tracing sources of error; contribute to maintaining harmony among workers; prepare corrected bills
and reconcile errors in meter readings, credits, rates, etc.; confer with other units, sections, or
departments to reconcile differences, develop procedures, and maintain work flow, meet
schedules, and provide effective consumer accounting service; and maintain effective business contacts with people and possess the ability to reason and make sound judgments and
decisions within approved procedures and precedents.
WORKING RELATIONSHIPS AND CONDITIONS:
Reports to: District Office Supervisor
Directs: None
Internal: Actively participates within the Cooperative team environment to develop supportive
relationships essential to the success of the functions of this position, achieving the results
expected and encouraging throughout the organization the concepts of teamwork and
cooperative spirit.
External: Develops and maintains supportive relationships with members/consumers,
the general public, and other external contacts to assure positive results.
Physical activity of the position: Repetitive motions, hearing, talking, feeling, grasping, lifting,
pulling, pushing, walking, reaching, standing, crouching.
This position requires light work: visual Acuity in Machine operation with inspection; and is not
substantially exposed to adverse environmental conditions.
The following are the essential duties of this position and do not include marginal functions that
are incidental to the performance of fundamental job duties. The scope and duties of a given
position may change or be temporarily altered based on the needs of Jackson Electric
Membership Corporation. This document does not create an employment contract, implied or
otherwise, other than an "at will" employment document.
ESSENTIAL FUNCTIONS:
1. Process reports with regard to collections, payments received, workflows, etc. as
directed.
2. Prepare written recommendations as to methods of improving various office procedures.
3. Assist other employees with questions or problems in the absence of the supervisor.
4. Design and develop forms, reports, etc. as requested.
5. Process applications for service from members and issue service orders as necessary.
6. Orient new members with regard to company billing and collections procedures,
Cooperative history, etc. Maintain filing records as required.

7. Receive payments for electric bills, deposits, membership fees, and other charges
through the mail, and in person and process deposits, collections reports, etc.
8. Prepare bank deposits and daily cash collection reports.
9. Interpret bill stubs and post readings and payments to the computer system as per
established guidelines and monthly schedules.
10. Maintain controls upon fees and amounts paid to ensure proper charging to the
computer. Provide reports as necessary.
11. Handle member inquires with regard to billing and other company procedures, making
necessary adjustments according to established procedure. Respond promptly by
telephone, letter, e-mail or in person.
12. Reconcile any unusual items (billing, rates, etc.) that may appear on a member's record
in a prompt and efficient manner.
13. Prepare required items with regard to a member's account such as bank drafts, bad debt
payments, refund checks, membership applications, delinquent payment notices, and
orders to disconnect.
14. Input and verify required data into the computer system as required (timesheets,
vouchers, meter readings, etc.).
15. Assist with other departments and special functions, attending meetings as required.
16. Maintain balancing of data processing system and cash deposits daily.
17. Oversee and disburse electronic service work via the electronic software currently utilized.
18. Troubleshoot technical issues with indoor and outdoor payment kiosks as
needed. Assist customers with the operation of the payment kiosks.
19. Leave work area neat and orderly at end of workday.
20. Be familiar with and at all times follow the best safety practices set forth in the
Cooperative's Safety Manual.
21. Attend and participate in the annual meeting as required or directed.

22. Perform such other duties as may be required or directed.
GRADE: CTC-7