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Job Information

Inland Power & Light Company Member Experience Representative in Spokane, Washington

Purpose of Position

The member experience representative is often the first point of contact for member inquiries, questions and concerns.  Job responsibilities include but are not limited to: answering member phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is a must. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent member experience. This position is part of the member services team and works under general supervision from the member service supervisor. Requires a minimum of two years of customer or member services experience, call center experience is preferred.

Core Competencies

  1. Quality Work: Produce thorough, high-quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Work collaboratively with co-workers to implement systematic changes.

     

  2. Productivity: Complete assigned work in a timely fashion. Utilize slow periods productively.

     

  3. Technical Skills/Job Knowledge: Demonstrate appropriate level of understanding of technical skills in area of expertise, technology, products, and/or processes involved. Duly perform assigned duties. Keep current on changes and be competent with all technology necessary to perform job.

     

  4. Communication: Clearly convey oral and written communication. Keep others informed of activities and problems in a timely manner. Be an active listener; respond appropriately and respectfully.

     

  5. Teamwork/Ability to Work with Others: Demonstrate ability to work in a positive manner with co-workers and/or members with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Commit to supporting and respecting others.

     

  6. Accountability: Maintain excellent attendance and provide additional assistance after normal working hours when needed. Be reliable, prepared and accept responsibility for work and actions.

     

  7. Integrity: Demonstrate honesty, high ethical standards, and respect for all co-workers and membership.

     

  8. Professionalism: Address internal and external members with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in a timely fashion, using means of communication appropriate to the situation.

     

  9. Support of Cooperative Goals: Support cooperative goals and adhere to all policies and procedures. Contribute effectively in support of the cooperative.

     

  10. Problem-Solving: Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Be able to identify hidden problems and propose solutions.

Job Responsibilities

Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.

Member Service:

Answers phones, direct calls, and take messages in a professional manner. Provide excellent member service.

Opens mail and processes payments; assists members with payment arrangements; ensures proper handling of account transfers, membership data, and new service applica

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