Customer Correspondence Specialist 1

Position Summary

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 [email protected]
• 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.

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 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 supervision
• 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.