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Job details

Associate, Member Contact Center

Job Description

Summary

Responsible for providing prompt and courteous customer service and information to members, colleagues, and unrelated parties regarding NRECA's benefit and pension plans and other NRECA activities, such as cooperative.com. Is resourceful and collaborative in adhering to call volume standards while maintaining the highest standards of quality service to internal staff and the membership.

Essential Job Responsibilities

Provides front-line phone support to callers who have a wide variety of questions and concerns, and effectively utilizing resources to help the caller.
May provide limited support for higher level specialty calls handled within the Member Contact Center, such as Benefit Technical Services or calls that would otherwise be directed to a processing unit.
Determines when callers' issues require transfer to appropriate NRECA subject matter experts. Obtains the necessary information to effectuate the transfer, and transfers the call to the correct subject matter expert.
Occasionally, participates in outbound calling campaigns to support NRECA business initiatives. Initiates contact with participants or cooperative employees and follows an established script developed by the business unit who requested the outbound call campaign.
Attends training sessions to gain additional product knowledge of new or improved services for members and employees, and maintain awareness of NRECA topics, events, and initiatives.
Responds to member requests for information, assistance and/or problem resolution. Answers questions covering a broad spectrum of products, services, and processes.
Logs and documents calls/emails/faxes into call logging/workflow systems and follows-up professionally, maintaining accountability through to resolution. Provides primary support for the NRECA toll-free number, NRECA main headquarters telephone number, and the Cooperative.com toll-free number.
Maintains a broad working knowledge of group insurance and pension plan policies, practices, procedures and business applications.
Once fully-trained and in the job for 1-year, can make recommendations for procedure/policy changes that enhance the efficiency and effectiveness of operations as it relates to servicing the membership and NRECA employees.

Qualifications

Work Schedule:

Training hours for first 2-4 mos. = 8:15 a.m. - 5:00 p.m.

Once fully trained, regular hours = M-F, 10:15 a.m. – 7:00 p.m.

Hybrid Schedule is an option after fully-trained and meeting all performance expectations (2 days in the office; 3 days from home or can work 100% onsite if preferred)

Educational Requirements

High School diploma or GED equivalent.
Associate Degree in Business, preferred.

Experience Requirements

One year experience in a customer service position, required with telephone customer service, preferred.
Experience working with insurance/benefit plans, helpful.

Knowledge, Skills, and Abilities Requirements (all demonstrated by prior work experience)

Ability to maintain a high level of customer service on the telephone.
Ability to answer phone calls and work on multiple tasks while being flexible and able to cope with changing conditions/policies/procedures.
Ability to learn new systems and processes quickly and incorporate them into the daily work.
Ability to manage competing deadlines using effective organization skills.
Ability to communicate effectively with employees and a diverse membership in a clear and precise manner.
Ability to listen and interpret the customer’s needs to de-escalate difficult customer calls, while at the same time researching the issue and applying business and technical knowledge to meet the customer’s satisfaction.
Ability to effectively problem solve issues by defining them, gathering the facts, and drawing valid conclusions.
Ability to apply good judgment related to escalating issues and requesting assistance.
Ability to use Microsoft Office tools (Excel, Word, Power Point) in the day-to-day essential duties of the job.

Physical Requirements

The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer screen and extensive reading.
The job is light duty work and is sedentary and doesn’t require the use of arm and/or leg exertion greater than that for sedentary work.

#LI-Hybrid

Additional Requirement:

The preceding job description has been written to reflect management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

NRECA is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail humanresources@nreca.coop or call: 703-907-5992 - NRECA Arlington Human Resources. Please call 402-483-9275 - NRECA Lincoln Human Resources, for Lincoln, NE employment opportunities. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The U.S. Equal Employment Opportunity Commission (EEOC) recently released the '

Know Your Rights

' poster, which updates and replaces the previous "EEO is the Law" poster and "EEO Is the Law Poster Supplement".

Pay Transparency Non-Discrimination. NRECA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information.

E-Verify. As a Federal Contractor, NRECA is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link:

E-Verify

For more information about life at NRECA please visit

www.Electric.coop

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