Receives, assists with, and/or processes inquiries and related tasks in reference to current or new membership, predominantly from callers in a Call Center setting. May assist in face-to-face interactions, as well. Professionally handles complaints, answers question, provides information, resolves issues, and enters and confidentially maintains accurate records using various computer systems. Exhibits excellent interpersonal skills in all interactions with external and internal stakeholders, while completing all tasks and/or steps promptly and accurately. Demonstrates and promotes a positive, friendly, courteous, and professional customer service environment. Demonstrates an eagerness to learn, engage, and professionally handle unusual or difficult situations.

• Provides accurate, clear, and complete information to members, co-workers, and all stakeholders, fluently in writing or verbally, in either English or Spanish.
• Maintains confidentiality of and discretion regarding all consumer information and account records.
• Uses good judgment to properly handle and/or process: a) deposit inquiries, b) start, stop, or transfer service; c) payment extension requests, d) account balance inquiries, e) high bill complaints, f) energy audit requests, g) capital refund inquiries, h) commercial inquiries, i) outage claims, j) reconnections following disconnections for non-payment, and other tasks as required.
• Identifies, researches, and resolves member issues using computer systems and resources, and through inter-departmental interactions.
• Demonstrates an awareness that the job exists to effectively serve each and every member.
• Demonstrates openness to learn from feedback provided to improve performance.
• Understands call center metrics and how to adjust to improve performance.
• Promotes our ancillary services to help reach the corporate sales goals for the department.
• Adheres to all corporate and departmental policies, directives, and processes.
• Takes ownership of tasks through to completion.
• Performs other duties, tasks, or functions as instructed by supervision.

• High school graduate/equivalent required; college degree or some college strongly preferred.
• Three to four years office experience in areas of customer service and/or dealing with the public.
• Call Center experience strongly preferred.
• Fluency in both Spanish and English in both written and verbal forms.
• Excellent problem solving/critical thinking skills, organizational, and time management skills; as well as attention to detail, and professional appearance.
• Excellent technological skills and understanding related to computers and teleworking requirements, using MS Word, MS Excel and MS Outlook, and other Customer Interaction Systems software to share pertinent information with management and/or team members.
• Excellent listening, verbal, written, and interpersonal communication skills.
• Visual ability to navigate, enter and obtain information to/from varied and numerous network systems and applications.
• Ability to perform multiple duties while experiencing interruptions.
• Prefer good knowledge of our service area.
• Ability to maintain confidentiality of member information.
• Ability to follow company directives, policies, and procedures, as well as accept and positively respond to supervisory guidance and coaching.
• Aware that the primary responsibility for all MSRs is to be available at all times and promptly handle member needs predominantly through answering ACD phone calls, but also in face-to-face interactions, if necessary.
• Satisfactorily pass GreyStone’s employment physical, and drug, background, and credit screenings.
• Ability to consistently meet or exceed the established monthly, quarterly, and year-end performance goals.
• Excellent attendance and punctuality.

General office environment. Subject to various work situations and frequent interruptions. Requires a high degree of concentration and mental discipline. Constant use of computer and phone equipment. Subject to irate and/or upset members. Requires flexibility in regard to changing work schedules and reporting into work in emergency situations.