This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6485769

RESPONSIBILITIES:

Provide differentiated service to NEC Members based on Members specific needs by providing solutions reflecting the vision and core values of NEC, while interacting courteously and pleasantly with NEC Members, visitors and fellow employees. Complete assigned tasks with accurate and consistent application of NECs policies.

DUTIES PERFORMED REGULARLY INCLUDE:

• Demonstrate drive and enthusiasm to foster a progressive Member experience by mitigating our Members inquiries, concerns, and challenges with accurate information about NECs services and the Members accounts.
• Engage NECs Members by welcoming them with a warm friendly smile, pleasant demeanor, using their name whenever possible, and thanking them for doing business with NEC.
• Obtain appropriate and relevant information from Members to effectively diagnose and resolve their inquiries, and respond in a positive, professional tone, including empathy, to deliver relevant and innovative solutions.
• Ensure all of the Members needs are met before concluding the interaction with them.
• Accept payments from Members in accordance with NEC policies and procedures. Open and close register. Process cash and checks at end of shift per NEC procedure.
• Commit to resolving Member concerns by taking ownership of their needs, using good judgment and recognizing the potential for monetary loss by adhering to NEC policies and values.
• Calculate and recommend necessary resolutions to service related issues.
• Coordinate member initiated service requests.
• Process and deliver mail.
• Facilitate NEC past due (aged) balance procedures and tasks.
• Perform record maintenance and updates in accordance with current NEC procedure.
• Ensure applicable service contracts and applications are submitted, documented and retained in accordance with established NEC procedures.
• Execute billing (revenue assurance) assigned tasks with accuracy.
• Interact cooperatively with NEC team members to facilitate adequate staffing for incoming phone calls and on-site visits.
• Maintain a thorough understanding of NECs rate tariffs and their appropriate application to our Members electrical service.
• Adhere to fraud awareness and consumer information protection policies.
• Validate accuracy of Member information, location, and equipment records with each task or Member interaction.
• Assess deposits on both new and existing accounts in accordance with NECs credit policy.
• Review aged accounts receivables as part of every Member interaction, on both the account and member level.
• Seek solutions for and advise members of their options to bring aged accounts current. Complete tasks associated with the chosen solution.
• Actively participate in NEC programs for improvement of job performance, knowledge of products and services, and development of skills related to enhancing our Members experience.
• Conduct oneself in such a manner that promotes a harmonious relationship with our members, our community, and all NEC personnel.
• Demonstrate empathy and responsiveness to internal and external member needs by being timely, delegating if necessary, and following through on member satisfaction.
• Work closely with other team members to share best practices for enhancing the member experience and encouraging organizational success.
• Assist in preparing revenue and member account record reporting.
• Review, analyze, and audit revenue impacting records for accuracy and validity.
• Perform other duties as assigned.

Special Skills

• Ability to prioritize and integrate a proactive approach to t sk assignments.
• Excellent interpersonal skills, with an ability to adapt interaction style to each situation.
• Demonstrate behavior which reflects positively on the employee and the values of NEC.
• Ability to embrace new technology, and understand and adopt the processes that electronic processing impacts in the experience we deliver for our Members.
• Highly developed written and verbal communication skills and the desire to deal with the public in a pleasant and efficient manner.
• Passion for working with people.
• Strong critical thinking and problem-solving skills.
• Demonstrate resourcefulness to find solutions to thrive in a fast-paced environment.
• Ability to work as part of a team, to identify issues, and recommend solutions.
• Ability to react to various computer issues in a professional manner.
• Ability to use Microsoft Excel and Word with proficiency; proficiency with other Microsoft Office products is preferable.
• Must maintain current Notary Public status.
• Have or be able to obtain a valid Arizona drivers license within 30 days of employment.