Gulf Coast Electric Cooperative   Panama City, FL   Full-time     Call Center / Customer Service
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Posted on June 21, 2020

JOB SUMMARYFollows and promotes workplace safety in the organization. Assists with the utility privatization contract at Tyndall Air Force Base where needed. Assists with member payment processing over the phone, in the office, or at the drive-thru station. Sets up new accounts, assists with outage processing, and creates and implements service orders for both major and miscellaneous electrical and water service. Cashier will also be in a member service role that includes answering members questions. Employee maybe call into work at any time. Performs other duties as assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS: Education High school diploma, or equivalent, is required. Some college preferred.RelatedExperienceAt least one year experience in customer service position or as an office assistant. Experience in an electric distribution cooperative, or similar, is preferred. Other Must have the ability to pass Gulf Coast Electric Cooperatives employment entrance examination and drug screen.

REQUIRED QUALIFICATIONS: MUST have excellent oral and written communication skills and legible handwriting.? MUST have excellent organization and planning skills with minimum supervision.? MUST have excellent customer service skills, including conflict negotiation and empathy.? MUST have basic math ability including addition, subtraction, multiplication and division.? MUST have the ability to operate all office equipment including but not limited to, computer, printer, cash register and mail processing machine.

JOB TITLE: Cashier/Receptionist


LOCATION: All locations

STATUS: Full-time, Part-time, Temporary, Hourly

SUPERVISOR: Vice President of Members Services and/or Vice President of Military Affairs

DRAFT DATE: January 2013

REVIEW DATE: January 2015

PREFERRED QUALIFICATIONS: Knowledge of GCECs H2O PLUS program and incentive programs, electric and water distribution systems, building/construction, meters, routing and/or surge protection.


REPORTING RELATIONSHIPS INTERNAL: Two-way communication with Supervisor of Member Services to receive direction, instructions and approvals to provide work related information in a timely manner. Cashiers/Receptionists must communicate with other staff members to provide to provide office support and assistance as needed.

EXTERNAL: Cashiers/Receptionists must communicate with cooperative members to explain policies and procedures. They must also demonstrate the awareness that the job exists to effectively serve each and every member and take every opportunity to increase member and public understanding for support of the cooperative.

CORE JOB FUNCTIONS: Member Relations? Ensures the security of all members information.? Resolves member complaints or answers members' questions regarding policies and procedures, payments, and payment extensions.? Ensures adherence to quality standards, confidentiality, deadlines and proper procedures, correcting errors or problems.? Assists members in person with filling out forms, setting up a new account, or obtaining service.? Assists employees who are handling difficult or complex problems or in resolving escalated complaints or disputes.? Engages members who enter and exit the establishment.? Outage Management System (OMS) must have knowledge of the general operation ofGCECs outage management system. Be able to use the system to direct operation crews as well as update members on locations and time frames of current outages as necessary.? Interactive Voice Response (IVR) must have knowledge of general operations of GCECs IVR system. Must be able to review messages, update GCECs recording and perform call backs as necessary. Payment Processing? Processes payments in the form of cash, credit, check or money order.? Counts money in cash drawers at the beginning of shift to ensure that amounts are correct and that there is adequate change for the day.? Monitors checkout station to ensure that work area is neat and clean throughout the day.? Sorts, counts, and wraps currency and coins.? Computes and records totals of transactions on balance sheet.? Prepares night-drops and mid-day cash drops. Data Entry and Forms? Makes appropriate adjustments and entries pertaining to member accounts including address changes, outage reports, services needed, account closings/disconnects, payment arrangements, and payment completions.? Manually completes entries in the outage log book.? Enters in data from member forms including tree-trimming forms, capital credit forms, work orders, etc. as needed.? Processes, files and fills-out member pay cards as necessary.

REQUIRED KNOWLEDGE? Cashiering Knowledge of cash flow principles and practices, balancing/tracking money, using a cash management system in computer software.? Member Service Knowledge of principles and processes for providing customer services. This includes member needs assessment, meeting quality standards for services, and evaluation of member satisfaction.? Mathematics Knowledge of arithmetic and their applications.? English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.? Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology.? Public Safety and Security Knowledge of relevant equipment, policies, procedures, and strategies to promote operations for the protection of people, data, property, and institutions.? Computers and Electronics Knowledge of and computer hardware and software..? Conflict Negotiation Knowledge of principles, methods, and procedures for ensuring calm, rational transactions take place between member and the cooperation and ensuring judgments are made without bias.? Agency Specific (may not be required at time of hire) Knowledge of GCECs policies and procedures.

REQUIRED SKILLS? 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.? Speaking Talking to others to convey information effectively.? Coordination Adjusting actions in relation to others' actions.? Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.? Attention to Detail Thoroughness in accomplishing a task through concern for all of the areas involved, no matter how small.? Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.? Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.? Negotiation Bringing others together and trying to reconcile differences.? Reading Comprehension Understanding written sentences and paragraphs in work-related documents.? Time Management Managing one's own time.? Writing Communicating effectively in writing as appropriate for the needs of the audience.? Persuasion Persuading others to change their minds or behavior.? Service Orientation Actively looking for ways to help people.

REQUIRED ABILITIES: ? Oral Comprehension Ability to listen to and understand information and ideas presented through spoken words and sentences.? Oral Expression Ability to communicate information and ideas in speaking so others will understand.? Speech Clarity Ability to speak clearly so others can understand you.? Speech Recognition Ability to identify and understand the speech of another person.? Problem Sensitivity Ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.? Near Vision Ability to see details at close range (within a few feet of the observer).? Written Comprehension Ability to read and understand information and ideas presented in writing.? Deductive Reasoning Ability to apply general rules to specific problems to produce answers that make sense.? Inductive Reasoning Ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).? Written Expression Ability to communicate information and ideas in writing so others will understand.? Selective Attention Ability to concentrate on a task over a period of time without being distracted.? Time Sharing Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).? Perceptual Speed Ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.? Speed of Closure Ability to quickly make sense of, combine, and organize information into meaningful patterns.? Finger Dexterity Ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble objects.? Number Facility Ability to add, subtract, multiply or divide quickly and correctly.? Manual Dexterity Ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.? Wrist-Finger Speed Ability to make fast, simple, repeated movements of the fingers, hands, and wrists.

KEY RESPONSIBILITIES: ? MUST ensure face-to-face discussions are handled with a high degree of member service.? MUST be able to make decisions that may affect members or the company.? MUST be responsible for outcomes and results.? MUST be able to produce work with a high degree of accuracy.? MUST be able to make decisions involving financial resources, and/or the image and reputation of the organization.? MUST be able to work under time pressure and meet strict deadlines.? MUST be able to delegate tasks and coordinate activities with subordinates.? MUST be able to negotiate conflict situations and solve problems while dealing with angry or unpleasant people.? MUST be willing to work with a group or team.? MUST be able to handle unstructured work independently.? MUST be able to work during emergency situations and annual meetings.

TOOLS/TECHNOLOGY USED TOOLS: ? Computer Database Cash Management System? Phone Multi-line phone? Calculators or accessories 10-key calculators? Desktop computers? Facsimile machines Fax machines? Scanners Computer data input scanners? Cell phone? OMS? IVR TECHNOLOGY? ATS CIS, FIS? Electronic mail software Microsoft Outlook? Internet browser software Microsoft Internet Explorer? Office suite software Microsoft Office software (Excel, Word, PPT, etc.)WORKING CONDITIONSWork will take place in a general office environment, with flexibility to work during emergency situations. Must have physical ability in reaching, standing, walking, fingering, grasping, talking, hearing, repetitive motions and light physical work. Visual acuity required in office machine operation.