General Clerk III - Customer Service Call Center
Cumming, GA 
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Posted 20 months ago
Position No Longer Available
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Job Description
Sawnee EMC is seeking a General Clerk III - Customer Service to assist in a high-volume call center. Requires high school diploma or equivalency; Customer Service experience, computer proficiency, communication skills and general office skills. Minimum: two years of related experience. Position is full-time; must be flexible to work irregular hours, to include evenings, weekends and holidays. 

Applicants must complete an application prior to 5 PM, August 12, 2022. Apply online: www.sawnee.com/careers. If you require a paper application or an alternate format, please contact us at 770-887-2363 extension 7568.

PURPOSE
  1. Receives and processes all internal and external customer inquiries through telecommunications and recording information into computer and processing of paperwork.
  2. Retain and expand existing customers and public satisfaction by providing high quality, consistent assistance and information to customers and the public.
  3. Acceptance, and processing or routing of telephone calls.
  4. Promotes and markets the Corporation, as well as Corporate products, programs, services and policies.
  5. Demonstrates an awareness that the job exists to effectively serve each and every SEMC member, and at every opportunity to achieve increased member and public understanding for support SEMC.

DEMANDS
  1. Must have a high school diploma or equivalency.
  2. Two (2) years progressively responsible experience performing the essential duties of Customer Service in a high volume Call Center, with preference for relevant advanced education; or equivalent experience as solely determined by the Corporation.

REQUIREMENTS
  1. Excellent interpersonal skills demonstrating consistently favorable interaction with customers, the public, Cooperative representatives, fellow employees and agency representatives.
  2. Consistent demonstration of aptitude for clerical and mathematical duties.
  3. Demonstrated proficiency in interpreting and promoting corporate policies and consumer programs, services and products.  
  4. Working proficiency with gas and electric rates, codes, policies, procedures, services and programs.
  5. Demonstrated proficiency in all computer customer service applications.
  6. Excellent verbal, listening and perceptual communication skills to enable successful understanding and communication of programs, procedures, and amiable resolution of all customer and public concerns through face-to-face and telephone discussions.
  7. Keyboard proficiency with excellent PC skills and knowledge.
  8. No specific certifications necessitated by job. 
  9. Valid Georgia driver’s license
  10. Regular and reliable attendance record.
  11. Flexibility for overtime as necessitated by circumstances and on-call functions.
  12. Flexibility for irregular work hours, including evenings and weekends as necessitated by circumstances.
  13. Position requires that this individual report in time of natural disaster and weather related emergency and recognizing that the Corporation (SEMC) is an electric utility.
  14. Ability to work in a constant state of alertness and safe manner as an essential job function.

RESPONSIBILITIES
  1. Serves as a professional, amiable representative of Sawnee EMC by successfully interviewing external and internal customers and others by telephone and face-to-face.
  2. Accurately and thoroughly communicates polices, rates, products, programs and services.  Responds to all written and verbal inquiries in a prompt and competent manner; resolving conflicts of programs, billings, policies, rules or regulations, or services, and providing pertinent information. 
  3. Effectively determines when follow-up with external or internal customers is prudent and initiates contact; assuring satisfactory resolution of difficulties and proper handling of data.  
  4. Utilizes computer and all general office equipment; records, routes and maintains consumer data. 
  5. Maintains current knowledge on advances and changes in Sawnee policies, programs and services, and in the electric utility industry in general.
  6. Requires the willingness and ability to suggest sound innovative solutions for the successful accomplishment of day-to-day activities and difficulties. 
  7. Processes and maintains confidential material in circumspect manner. Maintains current knowledge on advances and changes in occupational field, Sawnee policies, programs and services, and in the electric utility industry in general. Continues expanding knowledge and capability within job and organization through the independent pursuit of self-study courses and outside course offerings.
  8. Computer Ability:  To perform this job successfully, the individual should have a strong working knowledge of Microsoft Windows environments and the Customer Information System (CIS).
  9. Language Ability:  Ability to read and interpret documents such as policies, technical, product and promotional materials.  Ability to write routine reports and correspondence. 
  10. Math Ability:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  11. Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.  

PRINCIPAL ACCOUNTABILITIES
  1. This position reports directly to the Customer Service Supervisor. 
  2. This position holds no supervisory responsibilities
  3. Requires the reliable and accurate performance of duties, to include decision-making responsibilities.
  4. The internal customer base for this position consists of all System employees and assigned contract workers. 
  5. The external customer base includes all System members, the general public, builders, developers, and local government agency representatives.

WORKING CONDITIONS
  1. Duties are performed in an indoor office environment, with long periods of time spent working with a computer and reading small-print materials.
  2. While performing the duties of this job, the work in general office conditions with sedentary physical requirements and is regularly required to sit, speak and hear, use hands to key, grasp, handle or feel; reach with hands and arms. 
  3. Duties require the physical ability of sitting, keyboarding, stooping, crouching, reaching, grasping, hearing, speaking, writing, operation of telephone, operation of miscellaneous office equipment, as well as other defined sedentary tasks.  
  4. The employee is occasionally required to stand, walk, stoop, kneel, crouch, bend, kneel or crawl. 
  5. Duties are performed within a community cubical workstation environment, with long periods of time spent working with a computer and reading print materials.
  6. The employee is frequently required to lift up to 10 pounds.  The employee is occasionally required to lift up to 25 pounds. 
  7. The vision requirements include close vision and ability to adjust focus. 
  8. The noise level in the work environment is usually moderate.
  9. Job requires the ability to work under frequent deadline pressures, multiple changing priorities, and frequent interruptions, along with assisting customers as needed.
  10. Requires the mental ability and fortitude of continual contact with the public and employees by telephone,
    e-mail and online chat.
  11. Irregular hours are deemed necessary by the position. Position requires alternates shift assignments including evenings, weekends and holidays.

Sawnee Electric Membership Corporation is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Individuals with Disabilities.

Sawnee EMC is a VEVRAA Federal Contractor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Drug Free Workplace

 

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Special Notes/Instructions
Applicants must complete an application prior to 5 PM, August 12, 2022. Apply online: www.sawnee.com/careers. If you require a paper application or an alternate format, please contact us at 770-887-2363 extension 7568.
Position No Longer Available
Job Summary
Company
Sawnee EMC
Start Date
Immediate
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
Varies
Required Education
High School or Equivalent
Required Experience
2+ years
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