Georgia Employer MEMBER SERVICES REP II in Douglasville, Georgia

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 positive, friendly, courteous, and professional customer service environment. Key Responsibilities �Provides accurate, clear, and complete information to members, co-workers, and all stakeholders. �Maintains confidentiality of and discretion regarding all consumer information and account records. �Uses 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 refund inquiries, and other tasks as required. �Identifies, researches, and resolves member issues using computer systems and resources, and through inter-departmental interactions. �Demonstrates an awareness that the job exists to effectively serve each and every member. �Promotes our ancillary services to help reach the corporate sales goals for the department. �Adheres to all corporate and departmental policies, directives, and processes. �Takes ownership of tasks through to completion. �Embraces feedback on performance. �Performs other duties, tasks, or functions at various locations as instructed by supervision. 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. �Call Center experience strongly preferred. �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. �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. �Satisfactorily pass GreyStone�s employment physical, and drug, background, and credit screenings. �Ability to consistently meet or exceed the established monthly, quarterly, and year-end performance goals. �Excellent attendance and punctuality. Physical Demands 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. Supervisory Responsibility None Essential Demand or Condition and Position Specifics �Sitting: Continually sits at work station �Standing: Frequently stands to greet members and work counter/window �Walking: Frequently walks to greet members and work counter/window �Driving: Not at all �Talking: Continuously us