Member Services Representative I - Sedalia, Woodland Park, Pine Junction, or Bennett

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 k...