Customer Experience Specialist - Yampa Valley Electric Association

The role

As a Customer Experience Specialist (CES) your role involves delivering prompt, efficient, and courteous service to YVEA's member-owners. As a CES, you will first start as the "face" of YVEA and interact with members daily by managing our front office duties. Typical duties include responding to member calls, emails, and walk-ins, assisting with inquiries about billing, payments, rates, and electric usage, managing payment arrangements, answering questions regarding different programs, and entering in service orders. The role requires accurate data entry, solid customer service and cashiering skills, and an understanding and application of YVEA policies.

As the CES progresses, they will start to take over back-office tasks. Typical duties include mass posting of meter readings, management of the billing cycles, managing collections/penalty process and capital credits process. Additionally, CES's will work cross-functionally with Engineering, dispatch, operations, and meter techs to complete strategic projects/communication. Overall, back-office tasks ensure members are billing accurately and timely, are proactive communication to members.

Regardless of front office or back-office tasks this role requires the CES to be proficient on a computer, have accurate data entry, attention to detail, cash handling skills, and the ability to work independently and be a good team player. Communication will be key in this role because a CES works directly with members across different departments and in two different offices.

Key front office responsibilities (1st year responsibilities)

• Provides friendly and helpful support to our member-owners via email, phone, and face-to-face interactions; ability to maintain composure and defuse potentially stressful situations.
• Provides cashier services for collecting payments, deposits, or other monies, including miscellaneous receivable invoices; issues receipts and assigns amounts to proper accounts.
• Responsible for answering all incoming calls to our main phone line calls can include transferring those calls to other departments, entering in outage information, transferring to dispatch or escalation to supervisor.
• Front desk responsibilities, such as, being the "face" of YVEA for all walk-in traffic to the office and facilitating their visit by getting the person they are seeing, have them check-in, guest badges etc.
• Reconciles daily cash collections, balances cash stubs, entries on cash collection sheet, and funds against cash drawer; prepares daily bank deposits.
• Posting meter reads to accounts.
• Initiates mass payment processes including Remit, manually entered batch check payments, autopay ACH and recurring credit card files to the bank and uploads to the member's accounts.
• Sets up member accounts to reflect participation in YVEA member programs such as rebates, surge protection, Green Choice, income qualified solar programs and budget billing.
• Maintains knowledge of programs and how they benefit the members, for example, rebate programs, net metering, payment programs, community payment programs, and much more.
• Manage billing inbox to ensure member requests are handled accurately and efficiently.
• Create and execute service orders for various requests, such as new services, disconnections/retirements, reconnections, service transfers, upgrades/new construction, tree trimming, rebates and issues with security lights or equipment.
• As needed, help with back-office tasks.

Key back-office responsibilities (year 2 and beyond)

• Provides friendly and helpful support to our member-owners via email, phone, and face-to-face interactions; ability to maintain composure and defuse potentially stressful situations.
• Reconciles Accounts Receivable transactions for the team to ensure they are balanced daily.
• Knowledge of YVEA rules and regulations, policies, and operating procedure; shows good judgment as to when and how to apply applicable governing principles.
• Maintains knowledge of programs and how they benefit the members, for example, rebate programs, net metering, payment programs, community payment programs, and much more.
• Imports and reviews meter reading data to all member accounts to ensure accurate billing. Accurately configures meters for appropriate billing.
• Responsible for custom billing statements for large power, net metering, solar gardens, and key accounts.
• Work with Finance and IT to balance the AR sheet daily.
• Helps train teammates and update work instructions.
• Prepares billing statements and disconnect reminders for bulk communications.
• Works with the communication department, assisting in setting up mass communications to members, including rate notifications, notifications of allocation and retirements of capital credits, construction, vegetation management, and other company activities as assigned.
• Completes and processes all collection accounts and collection agency submissions.
• Completes membership capital credit retirement processes including inbox and annual retirement processes.
• Contact member-owners via phone and email to remind them of delinquent accounts and inform them of disconnect procedures.
• Initiates mass payment processes including Remit, manually entered batch check payments, autopay ACH and recurring credit card files to the bank and uploads to the member's accounts.

Candidates must pass a drug screen, excluding THC.