Remote
About CORE
CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.
Job Summary
Responsible to the Call Center Supervisor for performing duties related to phone and electronic interactions with CORE members that include opening and handling member accounts, educating members on available programs, and addressing member complaints, inquiries, and requests.
Essential Duties and Responsibilities
- Answers member queue contacts on a consistent basis by being in a ready status as often as possible. Completes member requests for: account creation at existing locations, account updates, payment options, enrollment in member programs, inquiries, and requests for information by following departmental procedures, regulations, and tariffs as efficiently and quickly as possible.
- Handles member complaints and concerns to the best of his/her ability and offers reasonable solutions before escalating contacts or transferring to another department.
- Answers member electronic queue inquiries, completes and responds to all electronic member requests as necessary. Forwards emails to other departments only when necessary.
- Handles issues that are created in the Member self-service site
- Verifies member identity according to department standards before releasing information on any account.
- Informs members of appropriate programs and/or options that may benefit them or solve a problem.
- Maintains complete and accurate documentation on all calls/contacts.
- Handles member complaints and concerns to the best of his/her ability and offers reasonable solutions before escalating contacts or transferring to another department.
- Actively promotes one contact resolution by proactively responding to member issues by clarifying the member’s issue, determining the cause of the issue, selecting the best solution, and implementing the solution themselves or contacting the correct department for completion.
- Problems are easy to moderately difficult. Task difficulty will progress as levels increase. Methods and procedures are defined but judgment may be required to apply them to work. Work is routine and tasks are directly related.
- Performs other duties as directed by a supervisor.
Minimum Qualifications of Position
- High school diploma or equivalent certificate required.
- One or more years of practical equivalent experience in member/customer service is required. This could include answering phone calls, chat conversations, electronic correspondence and order creation, and handling member accounts.
- Ability to work with a multi-screen, multi-application computer system.
- Competent with Microsoft Office: Excel, Word, Outlook, Teams.
- Proficient with general office equipment.
Level I
Applies basic skills while developing some advanced skills in the above tasks; generally works under close supervision; has limited experience and work is performed within specific limits of department procedures.
Level II
Applies advanced skills and job knowledge to the above tasks and or non-routine assigned tasks. Makes working decisions within area of knowledge or responsibility with minimal supervision. For career progression opportunities, has served as a MSR I for a minimum of one year and passed the Level II knowledge and competency assessment.
Level III
Regularly works on the above and assigned tasks that are varied and complex. Applies full range of specialized skills and job knowledge; adapts procedures to meet specialized needs; performs broad and/or focused tasks under general supervision; relies on experience and judgement to plan and accomplish assigned tasks. For career progression opportunities, has served as a MSR II for a minimum of one year and has passed the Level III knowledge and competency assessment.
Knowledge and Skills
- Integrity:exhibiting a high degree of integrity and honesty.
- Diplomacy:using appropriate diplomacy and tact with employees, members, and other contacts.
- Communication: ability to effectively read, write and speak the English language to communicate in a clear, straight forward, and professional manner.
- Critical Thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Listening: giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Active Learning: understanding the implications of new information for both current and future problem-solving and decision-making.
- Problem Solving: identifying problems and reviewing related information to develop and evaluate options and implement solutions.
- Coordination: adjusting actions in relation to others' actions.
- Instructing: teaching others how to do something.
- Service Orientation: actively looking for ways to help people.
- Monitoring: monitoring/assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action.
- Judgment and Decision Making: considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Time Management: managing one’s own time.
- Troubleshooting: determining causes of operating errors and deciding what to do about it.
- Social Perceptiveness: being aware of others' reactions and understanding why they react as they do.
- Learning Strategies: selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Persuasion: persuading others to change their minds or behavior.
- Negotiation: bringing others together and trying to reconcile differences.
- Mathematics: using mathematics to solve problems.
- Confidentiality:able to exercise appropriate discretion and confidentiality OR able to exercise discretion, confidentiality, and objectivity in complex and sensitive situations.
Working Conditions and Physical Requirements
Sedentary work: Exerting up to 10 pounds of force occasionally. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. The worker is not substantially exposed to adverse environmental conditions.
Note: This job description is intended to describe the general nature and level of work performed and is not to be construed as an exhaustive list of responsibilities, duties, and skills required. Other duties may be assigned.
CORE offers a comprehensive benefits package including the following...
- 9/80 work schedule: every other Friday off!
- Eight paid holidays per year
- 160 Hours of accruable PTO per year
- Paid parental leave
- Education and training reimbursement
- Volunteer paid time off
- 100% Cooperative paid benefits, including:
- Defined benefit pension plan
- Medical insurance
- Dental insurance
- Vision insurance
- Short term disability
- Long term disability
- Employee assistance program
- Life insurance
- HSA with employer contribution
- 401(k) with up to 4% match. Immediately 100% vested
- Wellness reimbursement: Up to $300 per year
- Travel assistance & identity theft support services
- Length of service program
- Free Onsite EV charging stations (at certain locations)
- Onsite micro market (at certain locations)
- Onsite gym with golf simulator and massage chairs (at certain locations)
CORE is an Equal Opportunity Employer.
- EEO is The Law - click here for more information
- Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
- We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr@core.coop
Job Details
Pay Type
Hourly
Hiring Min Rate
19.04 USD
Hiring Max Rate
23.75 USD
