Member Services Associate, Energy Cooperative

Posted by on April 23, 2012

Member Services Associate
Philadelphia, PA

Posted March 20, 2012

Job Description

The Member Services Associate provides member and administrative services in support of The Energy Cooperative’s programs and operations.

Major areas of responsibility include:

answering telephone and email inquiries;
entering membership and vendor data into database;
running queries and reports for vendors and management;
coordinating and completing mailings;
maintaining print and electronic materials;
managing office equipment and supplies.

The Member Services Associate supports the Electricity, Heating Oil, and Membership Programs using a member-oriented, customer service-centered approach to member relations that underscores the value of membership to consumers of The Energy Cooperative’s services. This position requires great attention to detail, outstanding interpersonal skills, willingness to take ownership of tasks, and persistence to resolve problems.

The Member Services Associate will be the first point of contact for existing and potential members in regard to ECAP services, member-care and record management. He or she will provide general administrative support to the ECAP office. This position reports to the Co-Director.

Primary Objectives

Provide exceptional customer care to current and potential members through telephone and email contact.
Maintain accurate and thorough records in company database.
Support the general administrative needs of the office.

Key Functions

Member Services

Answer phones and address first level of all general organizational and program inquiries.
Assist members and potential members with navigating the fundamental aspects of the Electricity, Heating Oil, and Membership Programs, including enrollments, switching suppliers or products, renewing membership, contacting suppliers, etc.
Respond to member complaints and concerns and escalate to management as necessary.

Record Keeping

Enter new member enrollments received via web, email, phone, and postal mail into database.
Update membership and service detail information in database.
Provide assistance with routine data maintenance.
Run queries and reports and provide information to staff.

Administrative Support

Send program materials to members and potential members.
Transfer calls and emails to appropriate staff, take messages, check and respond to general voicemail.
Coordinate or assist with bulk mailings.
Maintain office equipment and general inventories.

The Member Services Associate assumes other responsibilities as assigned by and participates in department- and organization-wide meetings.

Qualifications

Minimum of two years customer service experience.
Minimum of two years experience in an office setting.
Bachelor’s degree or equivalent experience.
Excellent interpersonal and customer service skills.
Above average oral and written communication skills.
Ability to work independently and take ownership of tasks.
Proficient in MS Office.
Experience with Salesforce.com.
Good organizational skills.
Commitment to sustainable energy practices and the organization’s mission.
Commitment to the cooperative movement.

To perform the job successfully, an individual must be able to perform each essential responsibility satisfactorily. These requirements are representative, but not all-inclusive, of the knowledge, skill, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hours & Compensation

This is a full-time, overtime exempt position. Hours are 9:00am – 5:00pm, Monday-Friday. Annual salary range is $26,000 – $30,000, depending upon experience. Standard benefits package applies.

http://www.sbnphiladelphia.org/jobs/view/member_services_associate/