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Greystone Power Bilingual Member Service Representative II in Douglasville, Georgia

Bilingual Member Service Representative II

Job Code: 2021-200-008

Division: Corporate Services

FT/PT Status: Regular Full Time

Position Based In: Hiram

Apply Before: 07/26/2021

Job Summary:

• Receives, assists with, and/or processes inquiries, payments, and related tasks from callers and/or visitors in reference to current or new membership, in Call Center or Walk-In settings.

• Professionally handles complaints, answers questions, provides information, and enters and maintains accurate records in computer systems.

• Exhibits excellent interpersonal skills when handling all interactions with external and internal stakeholders, while completing all tasks and/or steps promptly and accurately.

• Demonstrates and promotes a friendly, courteous, and professional customer service environment.

Key Responsibilities:

• Provide accurate, clear, and complete information to members, co-workers, and all stakeholders.

• Maintain confidentiality of all consumer information and account records.

• Use good judgment to properly handle and/or process: a) payments for usage or deposits; b) start, stop, or transfer service; c) payment extension requests, d) refund inquiries, e) high bill complaints, f) energy audit requests, g) capital credit inquiries, and other tasks as required.

• Identify, research, and resolve member issues using computer systems and resources, and through inter-departmental interactions.

• Demonstrate an awareness that the job exists to effectively serve each and every member.

• Promote our ancillary services to help reach the corporate sales goals for the department.

• Adhere to all corporate and departmental policies, directives, and processes.

• Perform other duties, tasks, or functions at various locations as instructed by supervision.

• May be asked to assist in training other MSRs.

Required Education, Knowledge, Skills and Abilities:

• High school graduate/equivalent required; college degree or some college strongly preferred.

• Three to four years office experience in areas of customer service and/or dealing with the public.

• Excellent problem solving skills, organizational skills, attention to detail, and professional appearance.

• Proficiency with PC using MS Word, MS Excel and MS Outlook to prepare, complete and distribute reports and other pertinent information to management and/or team members.

• Excellent listening, verbal, written, and interpersonal communication skills. Bilingual Spanish a strong plus.

• Visual ability to enter and obtain information to/from network PC.

• Ability to perform multiple duties while experiencing interruptions.

• Prefer good knowledge of our service area.

• Ability to maintain confidentiality of member information.

• Ability to follow company directives, policies, and procedures, as well as accept and positively respond to supervisory guidance and coaching.

• Aware that the primary responsibility for all MSRs is to be available at all times and promptly handle member needs either face-to-face or through answering ACD phone calls.

• Ability to consistently meet or exceed the established monthly, quarterly, and year-end performance goals.

• Excellent attendance and punctuality

Physical Demands (if applicable):

General office environment. Subject to various work situations and frequent interruptions. Requires a high degree of concentration and mental discipline. Constant use of computer and phone equipment. Subject to irate and/or upset members. Requires flexibility in regard to changing work schedules and reporting into work in emergency situations.

Our employees enjoy an array of benefits, including the following:

Health, Dental, and Vision Plan

GreyStone Pension/Retirement Plan and 401(k) Plan

Short and Long Term Disability

GreyStone University

Attractive Leave Plan with paid holidays and paid time off

Tuition Reimbursement

Life Insurance

Accidental Death and Dismemberment Insurance

Health Savings Account & Flexible Spending Account options

Employee Assistance Program