What are the responsibilities and job description for the INTERNAL Lead Member Care Representative position at Farmers Electric Cooperative?
We are looking for an internal candidate to take on the role of Lead Contact Center Member Care Representative. This position will act as a primary point of contact and a mentor to your peers. In this role, you will assist the Member Care Contact Center Supervisor by providing support to our Member Care Representatives (MCRs). You will ensure our members receive superior service across all channels—including phone, email, mail, or in-person interactions.
This position is responsible for the training, coaching, and developing of our MCRs in departmental practices, procedures, and cross-training. You will be responsible for assisting in monitoring worker performance, maintaining records, and making recommendations to management. Your experience in member care practices will ensure your ability to answer complex inquiries regarding new memberships, billing adjustments, payment arrangements, and service upgrades. You will take the lead on effective resolution of escalated complaints in a professional and efficient manner.
This role requires a minimum of five years of relevant experience in customer service, collections, or consumer accounts experience, along with a general knowledge of accounting or bookkeeping practices. This role requires a High School diploma or equivalent (higher education may be substituted for some experience). Proficiency in Microsoft Office (Word and Excel) and standard office equipment is required. Strong interpersonal, listening, and communication skills, with a sharp attention to detail and the ability to handle multiple assignments is necessary to be successful in this position.
The initial training for this position will occur onsite at our Greenville office. After initial training, reporting location will be dependent on department needs and current assignments. All applicants will be subject to testing prior to the interview. The position will be open from Tuesday, February 24th to Monday, March 2nd at 5 pm.
ABOUT FARMERS ELECTRIC COOPERATIVE
Farmers Electric Cooperative, located in Greenville, Texas—just east of Dallas—is a fast-growing electric distribution cooperative serving more than 100,000 homes and businesses across 12 counties in Northeast Texas. Through strategic planning, efficient resource management, and the dedication of our team, we've built a strong reputation for delivering safe, reliable electricity with outstanding service reliability.
Working at Farmers EC means more than just having a great job—it’s about making a real impact. We are deeply committed to improving the lives of our members and the communities we serve.
We’re always looking for passionate, talented individuals to join our team. We believe Farmers EC is a great place to work—and we think you will too.