Customer Correspondence Specialist 1
Customer Correspondence Specialist 1
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Salary Not Disclosed
1 Vacancy
Job Description
Position Summary
The Customer Correspondence Specialist 1 provides excellent service to our Members and Customers by responding to emails and live chats received via CoServ. They answer questions resolve problems and provide troubleshooting assistance. They communicate in a comprehensible fashion that is empathetic courteous and professional. The Customer Correspondence Specialist 1 reports to the Customer Care Supervisor and holds primary responsibility for responding to residential email and live chat inquiries received via CoServ.
Primary Position Responsibilities
- Researches and responds to email and live chat inquiries received via CoServ
- Processes all credit reference letters by determining if information is sufficient to waive the electric and gas deposits
- Processes all death certificates and updates accounts accordingly
- Reviews and works all tasks assigned by Customer Care Specialists
- Responds to all emails addressed to
- Processes all name changes requested by Members / Customers upon receipt of required legal documents validating name change
- Processes letter requests and handles fulfillment for both Customer Care Specialists and Members
- Works reconciliation report to correct Member numbers and identify possible name changes
- Processes automatic bank draft authorization forms for commercial Members / Customers
- Handles capital credit inquiries and may assist with educating staff on the capital credit process
- Handles inbound calls based on contact center needs and during assigned monthly rotation.
- Complies with established CoServ safety and operating rules procedures and guidelines including reporting unsafe practices to a supervisor.
- Complies with established CoServ Information Security Handbook policies procedures and guidelines including reporting suspected information security incidents to Client Services.
Secondary Position Responsibilities
- Completes various writing / communications tasks as assigned
- Attends CoServ University training sessions
- Attends other departmental meetings as required
- Completes computerbased safety courses as necessary
- Performs other duties and activities as directed.
Supervisory Responsibilities
- None
Position Requirements
Experience Education and Certifications Required
- High School Diploma or G.E.D equivalency.
- Two years of experience in a contact center environment.
Experience Education and Certifications Preferred
- College degree in business or similar discipline
- Experience in communicating with regulatory agencies
- Experience with electric cooperatives or other utility
- One year of leadership experience
Skills and Abilities Required
- Basic typing and 10key skills
- Ability to work in an office environment
- Knowledge of basic mathematics
- Excellent human relations and communications skills (written and oral)
- Ability to work independently with minimum supervision
- Ability to work in a team environment
- Good judgement and problemsolving skills
- Ability to use standard office / business equipment
- Ability to observe all safety rules and regulations
- Advanced proficiency in Microsoft Word and Excel
- Ability to correspond electronically in a professional and thoughtful manner
Skills and Abilities Preferred
- Knowledge of Microsoft Office Suite (Excel Word Outlook etc.
- Proficiency in Zendesk application
Physical Requirements
- Operates office equipment such as a computer telephone fax machine copier etc.
- Indoor office environment.
- Ability to lift a minimum of 25 pounds.
- Ability to sit for long periods of time.
- Requires frequent sitting standing walking bending and reaching.
Other Requirements
- Ability to work extended and flexible hours as needed and directed
Required Experience:
Unclear Seniority
Employment Type
Full-Time
