Job Description

Department: Member & Public Relations Call Center

Location: Keystone Heights

C lassification: Non-Exempt

Notes: This is a current position.

Clay Electric Cooperative, Inc. does not sponsor employment visas.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing employment@clayelectric.com or by calling 352-473-8000, EXT 8264 or 8270 . Please be advised that this assistance is available for individuals who require accommodation due to disability.

Classification Summary:

Individuals in positions allocated to this class are the primary contact with the public on the telephone. Responsibilities include providing information to members regarding services available through Clay Electric and maintaining records relating to those services.

Work is performed under the supervision of the Call Center Supervisor who reviews work on a daily basis through observation and assistance in dealing with more difficult situations to ensure that the duties and responsibilities are being carried out satisfactorily and the objectives of this position are being met.

Essential Job Functions

(Note: These job functions are intended only as illustrations of the various types of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. All employees are expected to demonstrate cooperation in working with others, deal effectively with members and practice safety consciousness.)

• 
  Member Communication . Communicates with members on the telephone and/or via email, as required. This may include communications concerning payments, trouble calls, new service requests, rate information, collection, pay arrangements, move in/out, etc.
• Member Reported Outages. Receives calls from members who are calling in to report an outage. Following protocol, verifies that the breakers have been checked, or other possible information is gathered that could assist in the restoration efforts such as neighbors out, tree or limbs down, etc.
• Service Orders . Prepares service orders to address problems with a member’s service, such as, high bills, vegetation management issues, outages, trouble calls, outdoor light repair, move in/outs. This involves obtaining member information, verifying identification and performing other tasks as required to ensure accurate records are established and maintained.
• Bills. Researches payment history and performs other account maintenance activities as required.
• New Services. Receives initial contact information and relays to appropriate district office for final processing.
• Payments and Usage. Discusses options for payments, energy conservation and options for payment assistance.
• Policies and Procedures . Is knowledgeable of all customer service policies and procedures, especially as referenced in the CSR Reference Manual and maintains proficiency as changes occur.
• Safety. Practices safe work habits in the performance of all job duties and is familiar with and follows those portions of the Cooperative Safety Manual that pertain to their position.
• Other Essential Duties . Each employee is responsible to perform other duties as required to benefit the Cooperative and its members, includes responding to and/or assisting in emergency situations.

Minimum Training and Experience:

This position requires a high school diploma or equivalent, and one (1) year of customer service experience or related type of work. Experience in dealing with the public, particularly in a utility environment, is desired.

Individuals in this position must maintain a valid State of Florida driver's license.

Knowledge, Skills and Abilities:

Working knowledge of Microsoft Office and other technology software/tools used in the department.

Working knowledge of customer information system, service orders and other systems utilized by the position.

High degree of communication skills in order to deal effectively with the public, contractors and municipalities.

Ability to remain calm and professional while answering members’ calls.

Ability to effectively administer the Cooperative's policies and procedures while maintaining superior customer relations.

Mathematical skills to review billing history such as average daily usage and to explain bills clearly to members.

Ability to operate standard business office machines and equipment.

Clay Electric Cooperative, Inc. is an Equal Opportunity employer. All applicants for employment shall be considered on the basis of merit, without regard to race, color, sex, age, religion, national origin, physical or mental handicap or disability, where otherwise qualified, or marital or veteran status. Clay Electric Cooperative, Inc. treats all employees equally without discrimination in rates of pay and other opportunities for advancement.

Clay Electric Cooperative, Inc. has a drug-free workplace policy.

Clay Electric Cooperative, Inc. participates in E-Verify. E-Verify electronically compares information entered on the Employment Eligibility Verification, Form I-9, with records contained in Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

JOB ANALYSIS FORM

for

CALL CENTER REPRESENTATIVE

This form is used to determine the essential function and physical requirements of each

job class for recruitment purposes to comply with the American With Disabilities Act.

Tools, Equipment, Vehicles, or Machinery Used:

Telephone, calculator, fax machine, typewriter, video display terminals, computer, copier/printers, microfiche

Work Conditions:

Work is Performed:

Indoors

Outdoors

Both

X

Exposure To:

Cold

Heat

Wet/Humid

Noise/Vibration

Hazards

Dust

Fumes

Communication Requirements:

Hearing:

Yes

No

Ability to receive detailed information through oral communication.

X

Ability to make fine discriminations in sound, such as when making fine adjustments on machine parts.

X

Talking:

Yes

No

Ability to express or exchange ideas by means of the spoken word.

X

Ability to convey detailed or important spoken instructions to other workers.

X

Ability to speak loudly, such as when speaking over loud machinery.

X

No speaking is required.

X

Visual Requirements:

Yes

No

Field of vision requires the normal ability, such as working with figures, on computer terminals or reading.

X

Field of vision requires the ability to see small or detailed items, such as working on machines.

X

Field of vision requires the ability to operate equipment, such as trucks, forklifts, cranes.

X

Repetitive Motions:

Yes

No

Substantial movements (motions) of the wrists, hands and/or fingers, such as keyboarding or handwriting.

X

Physical Requirements of the Job:

Note: - In terms of an 8-hour workday, "Occasionally" equals 1% to 33% of the time, "Frequently" means 34% to 66% of the time, and "Continuously" means 67% to 100% of the time.

Employee Must Lift & Carry:

Never

Occasionally

Frequently

Continuously

Up to 5 lbs

X

6 to 10 lbs

X

11 to 20 lbs

X

21 to 25 lbs

X

26 to 50 lbs

X

51 to 100 lbs

X

Employee is Required To:

Never

Occasionally

Frequently

Continuously

Bend

X

Squat

X

Crawl

X

Climb

X

Reach Above Shoulder Level

X

Reach Below Shoulder Level

X

Employee Must Use Hands for Repetitive Action:

Simple Grasping

Pushing

Pulling

Fingering

Yes:

X

X

X

X

No:

Definitions:

• Simple Grasping- Apply pressure to an object with the fingers and palm.
• Pushing-Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling-Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Fingering-Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm as in handling.

Employee Must Use Feet for Repetitive Action:

Right

Left

Yes:

No:

X

X

The physical demands and work environment described here are representative of those an employee encounters or must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Job Tags

Part time, For contractors, Outdoor, Work visa,

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