General Clerk III – Customer Service Call Center Full Time

PURPOSE

1. Receives and processes all internal and external customer inquiries through telecommunications and recording information into computer and processing of paperwork. Acceptance, and processing or routing of telephone calls.
2. Retain and expand existing customers and public satisfaction by providing high quality, consistent assistance and information to customers and the public.Promotes and markets the Corporation, as well as corporate products, programs, services, and policies.
3. Demonstrates an awareness that the job exists to effectively serve each SEMC member, and at every opportunity to achieve increased member and public understanding for support SEMC.

DEMANDS

1. Must have a high school diploma or equivalent.
2. One (1) year responsible and comprehensive experience focusing on customer service in a call center or service-type organization, utility, financial, banking, or equivalent industry; or equivalent experience as solely determined by the Corporation.

REQUIREMENTS

1. Preferred, Bilingual General Clerks fluent in English and Spanish languages, both written and verbal communication.
2. Excellent interpersonal skills demonstrating consistently favorable interaction with customers, the public, Cooperative representatives, fellow employees, and agency representatives.
3. Consistent demonstration of aptitude for clerical and mathematical duties.
4. Demonstrated proficiency in interpreting and promoting corporate policies and consumer programs, services, and products.
5. Working proficiency with gas and electric rates, codes, policies, procedures, services, and programs.
6. Demonstrated proficiency in all computer customer service applications.
7. Excellent verbal, listening and perceptual communication skills to enable successful understanding and communication of programs, procedures, and amiable resolution of all customer and public concerns through face-to-face and telephone discussions.
8. Keyboard proficiency with excellent PC skills and knowledge.
9. No specific certifications necessitated by job.
10. Valid Georgia driver’s license
11. Regular and reliable attendance record.
12. Flexibility for overtime as necessitated by circumstances and on-call functions.
13. Flexibility for irregular work hours, including evenings and weekends as necessitated by circumstances.
14. This position requires that this individual report in time of natural disaster and weather-related emergencies and recognize that the Corporation (SEMC) is an electric utility.
15. Ability to work in a constant state of alertness and safe manner as an essential job function.

RESPONSIBILITIES

1. Serves as a professional, amiable representative of SEMC by successfully interviewing external and internal customers and others by telephone and face-to-face.
2. Job requires the ability to work under frequent deadline pressures, multiple changing priorities, and frequent interruptions, along with assisting customers as needed.
3. Requires the mental ability and fortitude of continual contact with the public and employees by telephone,
   e-mail and online chat.
4. Accurately and thoroughly communicates polices, rates, products, programs, and services. Responds to all written and verbal inquiries in a prompt and competent manner, resolving conflicts of programs, billings, policies, rules or regulations, or services, and providing pertinent information.
5. Effectively determines when follow-up with external or internal customers is prudent and initiates contact, assuring satisfactory resolution of difficulties and proper handling of data.
6. Utilizes computer and all general office equipment; records, routes and maintains consumer data.
7. Maintains current knowledge on advances and changes in SEMC policies, programs, and services, and in the electric utility industry in general.
8. Requires the willingness and ability to suggest sound innovative solutions for the successful accomplishment of day-to-day activities and difficulties.
9. Processes and maintains confidential material in circumspect manner. Maintains current knowledge on advances and changes in occupational field, SEMC policies, programs, and services, and in the electric utility industry in general. Continues expanding knowledge and capability within job and organization through the independent pursuit of self-study courses and outside course offerings.
10. Computer Ability:  To perform this job successfully, the individual should have a strong working knowledge of Microsoft Windows environments and the Customer Information System (CIS).
11. Language Ability:  Ability to read and interpret documents such as policies, technical, product and promotional materials. Ability to write routine reports and correspondence. 
12. Math Ability:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
13. Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PRINCIPAL ACCOUNTABILITIES

1. This position reports directly to the Customer Service Supervisor.
2. This position holds no supervisory responsibilities.
3. Requires the reliable and accurate performance of duties, to include decision-making responsibilities.
4. The internal customer base for this position consists of all System employees and assigned contract workers.
5. The external customer base includes all System members, the public, builders, developers, and local government agency representatives.

WORKING CONDITIONS

1. Duties are performed in an indoor office environment, within a community cubical workstation, with extended periods of time spent working with a computer and reading print materials.
2. While performing the duties of this job, the work in general office conditions with sedentary physical requirements and is regularly required to sit, speak, and hear, use hands to key, grasp, handle or feel; reach with hands and arms.
3. Duties require the physical ability of sitting, keyboarding, stooping, crouching, reaching, grasping, hearing, speaking, writing, operation of telephone, operation of miscellaneous office equipment, as well as other defined sedentary tasks.
4. The employee is occasionally required to stand, walk, stoop, kneel, crouch, bend, kneel or crawl.
5. The employee is frequently required to lift ten (10) pounds. The employee is occasionally required to lift twenty-five (25) pounds.
6. The vision requirements include close vision and ability to adjust focus.
7. The noise level in the work environment is usually moderate.

Sawnee EMC is an Equal Opportunity Employer including Disabled and Protected Veterans.

Sawnee EMC is a VEVRAA Federal Contractor.

Reasonable accommodation(s) may be made to enable qualified individuals with disabilities to perform the essential functions.

Drug Free Workplace