Member Service Representative

Status

Open

Posted Date

October 28, 2026

End Date

Applications accepted until: Friday, November 13, 2026

Job Description

Serve as a primary point of contact for members and the public, providing assistance in person, via internet-based channels, and by phone. Accurately assess and respond to inquiries in a timely manner, consistently demonstrating professionalism, courtesy, and a commitment to exceptional member service.

Job Related Qualifications

  • Demonstrate strong verbal and written communication skills when interacting with members, coworkers, and the public.
  • Utilize strong mathematical and analytical skills to accurately process transactions, billing information, and account-related activities.
  • Maintain a high level of accuracy and attention to detail while effectively organizing and prioritizing work to meet established deadlines.
  • Possess proficiency in Microsoft Office applications, including Word, Excel, Outlook, and other commonly used software tools.
  • Develop and maintain a comprehensive understanding of the Cooperative’s telephone system, billing and member information systems, marketing programs, retail electric rates, service policies and procedures, and Terms and Conditions for Supplying Electric Service.
  • Interact effectively and professionally with members, employees, and the general public in a variety of situations, exercising sound judgment, discretion, and a commitment to excellent customer service.
  • Operate standard office equipment, including computers, printers, copiers, scanners, multi-line telephone systems, and other office technology

Special Requirements

Education and Experience:
  • A high school diploma or GED is required. Additional training in office services related field is preferred.
  • Two years of customer service experience in a service-oriented environment, including payment processing responsibilities and direct customer interaction, is preferred.

Miscellaneous

Job Responsibilities:

  • Serve as a knowledgeable resource for members and the public by providing information and support regarding URE services, billing and rate structures, service policies and procedures, energy efficiency programs, rebates, and
    related offerings. Ensure all inquiries are addressed accurately, professionally, and in a timely manner.
  • Serve as a resource for members and the public by assessing inquiries and directing requests beyond the scope of the Member Service Representative role to the appropriate personnel, in order to ensure prompt and effective
    resolution.
  • Support members requesting new service by collecting account information, setting up service accounts, and clearly communicating service policies, procedures, and requirements. Provide accurate guidance to ensure positive
    and efficient member experience.
  • Provide support for member billing needs by investigating and resolving billing inquiries, addressing high bill concerns, preparing credit reference documentation, administering returned payment procedures, and processing
    payments accurately and efficiently. Maintain a high level of customer service and attention to detail in all interactions.
  • Execute collection and account recovery processes in accordance with Cooperative policies and procedures, ensuring timely follow-up on delinquent accounts to minimize losses, reduce write-offs, and promote responsible
    account management.
  • Maintain the accuracy and reliability of member account information by collecting, verifying, and updating member records in the database. Process record changes promptly and accurately to support operational efficiency,
    regulatory compliance, and high-quality member service.
  • Represent the Cooperative in a professional manner by maintaining courteous, respectful, and service-oriented relationships with members, the public, and employees. Consistently project a positive image that reflects the
    Cooperative’s values, mission, and commitment to exceptional member service.
  • Maintain a safe and clean working environment by adhering to policies, procedures, and regulations.
  • Support outage restoration and emergency operations by carrying out assigned responsibilities under the Cooperative’s Emergency Outage Plan. Collaborate with internal teams to address members’ needs and facilitate an
    open line of communication.
  • Promote collaboration by actively supporting team initiatives, adapting to changing business needs, and performing other duties as assigned to contribute to the overall success of the Cooperative.

Working Conditions:
Normal office hours are from 7:30 AM – 4:00 PM. Limited hybrid work opportunities may be available after satisfactory completion of the training period. Additional hours outside of normal office hours may be required for special projects and service interruptions. Most work activities are performed sitting at a desk. Some travel by day and overnight stay for training and seminars may be required.