The Customer Correspondence Specialist 1 provides excellent service to our Members and Customers by responding to e-mails and live chats received via CoServ.com. They answer questions, resolve problems, and provide trouble-shooting 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 e-mail and live chat inquiries received via CoServ.com.
Primary Position Responsibilities
- Researches and responds to e-mail and live chat inquiries received via CoServ.com
- 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 namechange@coserv.com
- 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 computer-based safety courses as necessary
- Performs other duties and activities as directed
Position Requirements
Education, Experience, and Certifications Required- High School Diploma or G.E.D equivalency.
- Two years of experience in a contact center environment.
Education, Experience, 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 10-key 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 supervisi
- Ability to work in a team environment
- Good judgement and problem-solving 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