Customer Service Representative

HART ELECTRIC MEMBERSHIP CORPORATION

POSITION DESCRIPTION

POSITION:                  Customer Service Representative 

DEPARTMENT:         Member Services

REPORTS TO:            Call Center Manager

EFFECTIVE DATE:   08-28-2025

DIRECTS:                     None

LEVEL:                          Non-Exempt

 

PURPOSE OF POSITION

To provide prompt and courteous customer service while responding to requests for information and assistance regarding all Hart EMC programs and products, process applications for new and additional service, generating any service orders to complete any service provided by Hart EMC, and a large variety of customer service-related issues.

MINIMUM JOB SPECIFICATIONS

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

EDUCATION AND EXPERIENCE:

Requires High School Graduate/Equivalent. Requires a minimum of one-year general office experience (clerical and administrative) including but not limited to interacting with the public and handling monetary transactions. Prefer previous call center participation.

KNOWLEDGE AND SKILLS:

Requires flexibility skills for interacting with members’ needs. Requires flexibility to work varying hours. Requires ability to develop knowledge of Hart EMC’s policies and procedures. Requires excellent verbal and written communication skills. Demonstrated computer skills in Excel and Microsoft Word.

DRIVER’S LICENSE, EMPLOYMENT ENTRANCE EXAMINATION, DRUG SCREEN:

Requires the ability to obtain and maintain a valid Georgia driver’s license. Requires the ability to successfully pass Hart EMC’s employment entrance examination, drug screen, and background check. Requires residency within Hart EMC’s service area.

WORKING CONDITIONS:

General office environment; requires flexibility to be available during emergency situations. Requires the physical ability in stooping, kneeling, crouching, reaching, standing, crawling, fingering, grasping, talking, hearing, defined light work.

WORKING RELATIONSHIPS:

Internal: Two-way communication with immediate supervisor on job related approvals, instructions and work progress.

External: Demonstrates an awareness that the job exists to effectively serve each member, and at every opportunity to achieve increased member and public understanding for support of the Cooperative.

 

HART ELECTRIC MEMBERSHIP CORPORATION

CUSTOMER SERVICE REPRESENTATIVE

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 business needs of Hart EMC. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

ESSENTIAL DUTIES

The Customer Service Representative:

1. Answers all incoming calls; responds to complaints and inquiries for information regarding programs and marketing products; transfers incoming calls to other Hart EMC personnel when necessary.

2. Creates service orders for all accounts, outages, service problems, etc. and routes these service orders to the appropriate department for field service response.

3. Rotates to satellite office as needed to substitute for CSRs on vacation or sick leave.

4. In addition to ability to function in the Call Center (Refer to #1), must have the ability to perform all satellite office procedures and cashier functions – i.e. posting of payments, receiving and processing credit card payments, knowledge of proper radio contact with field personnel.

5. Balances cash drawer, error free, in accordance with directions; ensures working cash is secured in the vault at the end of each working day.

6. Consistently places excess cash in the vault throughout the day, ensuring security of cash.

7. Accurately prepares transmittal sheets and notifies appropriate personnel of daily totals.

8. Designated CSRs will be tasked with special projects to be completed on an “as needed” basis such as upgrading information into database for Billing, preparation of mass mailing information, responsibility for updating spreadsheets on various project data, follow up correspondence on bankruptcy filings, any and all form correspondence regarding issues that need to be addressed by the customer (transference of previous debts to open accounts, returned check notification, handle customer walk-in inquiries/problems etc.).

9. Establishes individual working relationship with area agencies that provide energy assistance to our customers and provides information on these assistance programs as they may apply to our customer’s needs.

10. Uses information obtained through telephone contact with customers to advise supervisor of trends in customer concerns, suggestions, and possible new services or products.

11. Advises supervisor of ways to better handle customer calls through improvements to equipment, training, support materials, computer programs, and procedures.

12. Attends required Customer Service meetings before or after hours as needed.

13. Handles all bills returned as “undeliverable” and researches reason for the return in addition to revising the mailing address on the account if needed. Enters a note on the account indicating the bill was returned and the reason.

14. Researches problems presented by Engineering Service Technicians, Staking Technicians, etc. and contacts customers when necessary to solve or obtain additional information.

15. Attends safety meetings as scheduled by the Safety & Loss Control Specialist.

In addition to the preceding list of responsibilities, other duties of equal or lesser skills may be assigned by the supervisor to meet emergencies or other operating needs.

SUPPLEMENTAL DUTIES:

In addition to performing the essential duties of the position, the Customer Service Representative:

16. Interpersonal Skills

a. Demonstrates effective employee relation’s skills when interacting with other personnel without regard to race, sex, disability, national origin, color, religion, age, or veteran status.

b. Maintains a professional and courteous manner.

c. Ensures participation, teamwork, and an open and cohesive work environment are supported.

d. Demonstrates an awareness that the job exists to effectively serve each member, and at every opportunity to achieve increased member and public understanding for support of the Cooperative.

17. Attendance and Promptness

a. Reports to work at designated time and has regular acceptable attendance.

b. Provides availability for extra duty as required.

c. Volunteers for overtime when needed.

18. Work Quality

a. Accurately and thoroughly performs job duties.

b. Completes work with minimum or no errors.

c. Evaluates and considers results of job responsibilities.

19. Business Appearance

a. Dresses appropriately for the position based on Cooperative standards.

20. Safety Awareness

a. Establishes and maintains acceptable safety standards.

b. Maintains current knowledge of Cooperative’s safety regulations and evaluation of personal compliance.

c. Performs in accordance with established safe working environments.

d. Actively participates in department safety meetings.

21. Job Effectiveness

a. Demonstrates self-motivation.

b. Demonstrates effective planning and organizing skills.

c. Effectively sets priorities and performs in an efficient manner.

d. Completes primary job functions without duplication of effort.

e. Demonstrates self-discipline without supervision.

22. Self-Development/Technical Knowledge and Skills

a. Demonstrates current technical job knowledge and skills for effective performance of position duties.

b. Progresses in previously communicated performance improvement.

c. Demonstrates initiative to acquire additional knowledge for effective job performance.

23. Decision Making

a. Analyzes all factors and alternatives prior to reaching conclusions.

b. Performs in a timely manner for effective results.

c. Demonstrates accountability for difficult decision-making.

d. Demonstrates excellent stress and pressure skills if confronted with temporary setbacks.

24. Effective Communication

a. Demonstrates proficient oral and written communication skills.

b. Demonstrates effective listening skills prior to acting.

c. Communicates to supervisor in all matters, which affect their duties.

d. Effectively learns and accepts the Cooperative’s practices, concepts, policies, and procedures.

25. Data Security

a. Follows all Cooperative Data Security and Privacy policies and procedures.

b. Protects the Member’s data and that of the Cooperative.