Customer Service Representative

Customer Service Representative

Pea River Cooperative is seeking a dependable, customer-focused Customer Service Representative (CSR) to support the daily operations of the Customer Service/Billing Department. This position serves as a primary point of contact for members and is responsible for providing accurate information, efficient service, and professional communication in accordance with cooperative policies and procedures. The ideal candidate demonstrates strong communication skills, sound judgment, and the ability to manage customer inquiries in a fast-paced service environment. This role also includes proactive outbound communication with customers to promote and sell fiber internet services, explain available packages, and encourage enrollment while maintaining a professional, service-oriented approach. Familiarity with general office procedures, record keeping, and computer systems is required. Knowledge of rural electric cooperatives and related programs such as rates, billing, collections, and customer policies is preferred.

Minimum Qualifications:

• High school diploma or equivalent required
• Three (3) years of prior customer service experience preferred
• Related experience may be considered in lieu of direct customer service experience
• Successful completion of a pre-employment drug screen and background check is required.

Essential Duties and Responsibilities:

• Answer incoming calls promptly and professionally; address customer inquiries and resolve issues within the scope of the position, referring more complex matters to appropriate cooperative personnel
• Initiate outbound calls to customers to promote, explain, and sell fiber internet services and service packages
• Assist customers with questions, concerns, and requests related to electric and fiber services and accounts
• Process applications for electric and fiber service in person and by phone
• Receive and process customer payments; perform cashier duties accurately
• Process service orders and related documentation
• Provide clerical and administrative support to the Customer Service/Billing Department, including typing, filing, and report preparation
• Participate in training and development activities to maintain and improve job knowledge and skills
• Perform other duties as assigned by the supervisor

Knowledge and Skills:

• Strong verbal and written communication skills
• Ability to professionally handle customer concerns, including difficult or sensitive situations
• Attention to detail and accuracy in data entry and record keeping
• Ability to work independently and collaboratively as part of a team
• Ability to learn and apply cooperative rates, billing procedures, and service policies
• Intermediate proficiency in Microsoft Office required including Word, Excel, and Teams
• Ability to work in a multi-team, office based environment involving frequent telephone and electronic communication with customers.

*Pea River Electric Cooperative is an Equal Opportunity and Affirmative Action Employer including Veterans and Disabled. Pea River provides reasonable accommodations for qualified applicants with disabilities. Applicants needing accommodation during the application or interview process should contact Human Resources.*