Member Service Representative

Job Title: Member Service Representative

Department: Member Services

Reports To: Director of Member Services

FLSA Status: Non-exempt

Safety Sensitive: No

Location Requirement: This position requires the ability to work in both the Vinita and Grove office locations, as needed.

Summary

This position serves as a frontline representative for both Northeast Oklahoma Electric Cooperative and its subsidiary, BOLT. The representative assists electric cooperative members and BOLT subscribers with billing, service inquiries, payments, product offerings, and account support. This role is essential in providing a seamless, positive experience across both organizations.

Standards of Excellence

All employees are expected to contribute to a culture of excellence by:

• Professionally representing the cooperative and BOLT with accurate knowledge and a positive attitude.
• Adapting to change and actively supporting organizational initiatives.
• Communicating clearly, respectfully, and consistently with members, subscribers, and teammates.
• Managing responsibilities efficiently and maintaining attention to detail.
• Making informed decisions based on cooperative policies and subscriber service standards.
• Practicing and promoting safety in all work environments.
• Demonstrating ethical behavior and integrity at all times.
  
  

Essential Duties And Responsibilities

• Provide courteous, knowledgeable support to cooperative members and BOLT subscribers in person, over the phone, and via written communication.
• Address billing inquiries, accept payments, and process service orders for both electric and fiber services.
• Assist with basic troubleshooting for BOLT internet, phone, and TV services.
• Promote and explain available services, rate plans, upgrades, and retail offerings to both members and subscribers.
• Accurately apply cooperative terms of service, billing procedures, and Oklahoma Corporation Commission regulations.
• Maintain up-to-date knowledge of all electric and fiber products, rates, and promotions.
• Refer complex or technical inquiries to appropriate departments for resolution.
• Use designated software systems to manage accounts, process transactions, and track service issues.
• Support cooperative and BOLT strategic goals and participate in cross-functional initiatives.
• Perform other duties as assigned by the supervisor.
  
  

Required Competencies

• Customer & Subscriber Focus: Demonstrates courtesy, professionalism, and care when assisting both cooperative members and BOLT subscribers.
• Technical Proficiency: Learns and uses systems and tools to support fiber services, including basic troubleshooting.
• Team Collaboration: Works effectively with colleagues across departments and offices.
• Flexibility: Willingness to work in both the Vinita and Grove locations and adapt to evolving needs.
• Initiative: Actively identifies opportunities to support members and subscribers and improve service.
• Communication: Delivers clear, professional communication in all interactions.
• Dependability: Demonstrates consistent reliability, punctuality, and follow-through.
  
  

Qualifications

• High school diploma or equivalent required.
• Two years of customer or subscriber service experience, preferably in a utility or telecommunications setting.
• Bilingual skills are a plus.