SAN PATRICIO ELECTRIC COOPERATIVE, INC.

SINTON, TEXAS

POSITION DESCRIPTION

JOB TITLE: / Customer Service Representative (CSR) / POSITION CODE:
SALARY GRADE:
SALARY: L $17.09 - / 7F
NELM-07
M $22.79
DEPARTMENT: / Administration / FLSA STATUS: / Non-Exempt Position
APPROVED BY: / ______
General Manager Date
______
Human Resources Official Date

I. Mission StatemeNT:

The mission of San Patricio Electric Cooperative (SPEC) governs the work of all SPEC employees, and as stated is:

“Our mission is to provide safe and reliable electric service for our Member/Owners.”

To provide electric service to enhance the quality of life for our members. To provide electric

service at reasonable and sustainable rates. To provide excellent customer service with well

trained, helpful and courteous employees. To provide support to our local communities. To

operate San Patricio Electric Cooperative as a member owned, not for profit, electric

cooperative guided by the seven cooperative principles.

II.PRINCIPAL ACCOUNTABILITIES & RESPONSIBILITIES:

  1. Assists the Customer Service Supervisor in evaluating, formulating, and implementing programs, policies and methods to promote and facilitate the effective and efficient operation of the Cooperative toward achieving its mission and goals.
  1. Will participate in providing a comprehensive customer service program which renders prompt and efficient service to members, employees, and the general public in the preparation and dissemination of information materials that contribute to a better understanding of and generate interest in cooperative programs and services.
  1. Responsible for handling and assisting customers on high bill complaints.
  1. Provides coordination of billing activities in a manner that provides reliable records and ensuring accurate member billing.
  1. Calculates and enters all billing adjustments.
  1. Conduct activities in such a manner as to promote a safe working environment, efficient operation of the Cooperative, productive employees, and satisfied customers.
  1. Assists customers with opening new accounts. This includes but is not limited to:
  • Setting up staking appointments for Mapping Department
  • Providing paper work to customer. Assist customer in completion of paperwork.
  • Making follow up contacts if incomplete or missing paperwork.
  • Prepares work order for final inspection and makes appropriate copies. Advise Mapping Department job is ready to be completed.
  • Document staking sheet has been finalized and release to construction.
  • Filing right of way easements when required.
  1. Communicates SPEC Rules and services to the new member.
  2. Records and reports any potential hazards to the Operations Manager.
  3. Directs and coordinates with staking technician jobs to be staked.
  4. Determines applicable refunds to members based on rate reclassification or new member connects.
  1. Will have knowledge how to operate The Cooperative’s phone and radio systems in the event of an outage or emergency. Furthermore, will understand the role of a CSR in the Emergency Operations Plan.
  1. Prepares files for delinquent notices to consumers.
  1. Work with billing payment arrangements and delinquent accounts according to SPEC policy.
  1. Reconcile bank statements.
  1. Prepare special billing and other necessary book keeping on particular classes of consumers.
  1. Complete revenue reports, pre-bill edit, membership reports, delinquent reports, monthly penalty and refund balance reports on cooperative billing, and all other necessary or required reports.
  1. Process and post meter readings, batching customer payments and any other customer information as needed.
  1. Process monthly bills and reports in a timely manner and ensure the information is accurate for final billing transaction to NISC.
  1. Ensure data entries from billing reports are accurately reflecting in the general ledger, provide coordination of billing activities in a manner that provides reliable records an ensuring accurate member billing. Daily transactions should be posted daily to the proper spreadsheet.
  1. Maintain patronage capital records and processes.
  1. Report eschete funds.
  1. Accept and process payments from consumers.
  1. Mail letters to members with “no checks” allowed and/or “no signatures on check” message.
  1. Conducts disconnects for non-payment and reconnections.
  1. Assist contractors and personnel with meter locations.
  1. Process Aid & Construction as well as submit the requests to refund Aid & Construction residential credit or refund for changes in construction route.
  1. Prepare Board Room for monthly Board Meetings and make sure all supplies for the meeting are available.
  1. Back up to cashier.
  1. WORKING RELATIONSHIPS:

This department is responsible for the development and implementation of a comprehensive customer service program which facilitates growth within the cooperative system; maintains positive public relations and communications with the membership; and promotes standards of customer service excellence throughout the cooperative

REPORTING RELATIONSHIPS: The Customer Service Representative may retain functional authority over specific projects or areas of responsibility as specified in this position description or otherwise delegated by the Customer Service Supervisor.
Department Manager:
Administration & Billing Manager
Immediate Supervisor:
Customer Service Supervisor
This Position:
Customer Service Representative (CSR) / Immediate Subordinate Positions:
  • None

Coordinates or Cooperates with:

A)Internal

  • General Manager - Requests advice and assistance and confers on operational and personnel problems; provides advice, assistance and information on employee development, work planning, policy planning, and other areas as assigned.
  • Management Team - Serves as an information source for the Cooperative’s management team, participating in planning, problem-solving, continuous improvement, and setting/implementing strategic and operational directions for the Cooperative. Exchanges information and job experiences that would be mutually beneficial to each functional area within the Cooperative.
  • Other Employees - Maintains harmonious, courteous, and understanding relationships, while fostering a collaborative teamwork environment.

B)External

  • Members - Establishes the recognition and acceptance of ownership benefits and responsibility to encourage and promote the effective and efficient use of electric energy. Provides helpful, courteous assistance and service.
  • General Public - Presents a friendly, courteous image for the Cooperative.
  • Other Electric Utilities and Cooperatives - Exchanges information that would be mutually beneficial and to maintain good working relationships.

IV.AUTHORITIES AND ACCOUNTABILITIES:

General Authority: The Customer Service Representative may have functional responsibility, which is moderately complex and diversified. This position has limited authority to make decisions that may have a moderate impact on Cooperative operations. Work is varied; problems are occasionally unique and methods and procedures to solve are defined within policy.

V. POSITION SPECIFICATIONS:

A) Fair Labor Standards Act Provisions

This position is non-exempt under the provisions of the Fair Labor Standards Act and is not subject to the Cooperative’s policies and procedures pertaining to overtime hours and premium pay.

B)Personal Requirements of Position

EDUCATION AND EXPERIENCE

A High School Diploma or G.E.D. from an accredited school is required. The incumbent must possess sufficient prior work experience in progressively more responsible positions during which the skills and abilities to perform all of the position's essential functions and duties have been amply demonstrated at a consistently competent level. One to three years’ experience in electric utility distribution system or other equivalent professional setting is preferred.

KNOWLEDGE, SKILLS AND ABILITIES

This position requires basic knowledge of RUS specifications, National Electric Safety Code, OSHA, local and state codes, and SPEC policies and procedures. This position also requires knowledge of the local communities that comprise the SPEC service territory. Must be familiar with the SPEC service territory and state and county road system. Must have ability to communicate with consumers and other employees and deal with diverse groups of people. Knowledge of management systems and the ability to diagnose problems, identify solutions, and implement new systems, as required. Ability to accomplish a variety of projects simultaneously within established deadlines. Ability to project a favorable image for the Cooperative.

PERSONAL CHARACTERISTICS

Performs the essential functions and elements of this position competently, following an initial orientation period. Work requires some independent and original thinking; problems may be complex and unstructured, and methods are loosely defined. Personal characteristics to include: a team player, high integrity, good personal habits, regular work attendance, courteous and friendly, able to work well with diverse groups of people, and gain and maintain respect of others, both inside and outside the Cooperative.

VI.PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

Work is varied and a person in this position has sufficient time to complete most tasks without a feeling of pressure. There are frequent opportunities to relax from any physical exertion or to change position in work activities.

Physical Effort and Dexterity: Good dexterity to operate personal computer and office equipment.

Machines, Tools, Equipment required to be operated: Capable of using a personal computer for word processing, spreadsheet, data base and other appropriate applications.

Visual Acuity, Hearing, Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.

Environment/Working Conditions: Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required. Travel required to trainings and conferences mostly within the state, but not limited to the nation. Work regularly scheduled Monday-Friday, although weekends may be required to meet deadlines or attend meetings or conferences.

Employee Requirements:

This position requires employee to possess and maintain a working telephone number. A current Texas driver’s license is required. The employee must have and maintain an insurable driving record.

VII.REMARKS:

The foregoing position description is not all-inclusive of the duties to which the employee may be assigned. In order to ensure maximum flexibility and efficiency and to encourage cross training, employees will be assigned additional duties as are deemed necessary or desirable by the management of San Patricio Electric Cooperative.

I have read my Position Description and understand my assigned responsibilities, and have been given a copy of this Position Description. I have also received a copy of the Handbook, and understand that I am responsible for reading and following all relevant policies and procedures outlined in it. I also understand that the Board of Directors of San Patricio Electric Cooperative, Inc. cannot guarantee my employment, and that SPEC can change compensation, benefits, and conditions of my employment at any time and at its full and sole discretion. I also certify by my signature below that I am able to perform the essential functions of this position description either with or without a reasonable accommodation.

Accepted by:

EmployeeDate

Approved by:

General ManagerDate

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