Member Services Representative

People’s Energy Cooperative is seeking a passionate and service-oriented Member Service Representative (MSR) to join our team. As an MSR, you will be the first point of contact for our members, providing accurate information about rates, billing, products and services, and ensuring every interaction reflects our commitment to superior member service.

• Assists members and non-members in person, by telephone or through electronic communication regarding inquiries related to their accounts and cooperative services and products. Documents the details of these conversations in the to ensure superior service is provided to all members.
• Addresses account issues, payments and delinquent member accounts by making and enforcing payment arrangements, informing members of energy assistance options, and performing collection and other accounts receivable duties in a timely manner to minimize the financial risks to the Cooperative.
• Works to resolve service and billing complaints to ensure superior member service. As necessary, may refer escalated complaints or unresolved issues to the appropriate department or manager for further investigation.
• Assists with completing and reviewing monthly pre-billing and delinquent tasks to ensure members receive accurate information regarding their account and to reduce financial risk to the Cooperative.
• Identifies, recommends and assists with the implementation of member service improvements to ensure superior service to the Cooperative’s members.
• Provides assistance and direction to employees or Cooperative representatives performing collections or meter related activities necessary to meet service requirements.
• Assists with outage calls as needed to help ensure member electric needs are met in a timely fashion.
• Provides input and assistance with preparing and distributing communication materials including, but not limited to, brochures, billing inserts, member and employee events, member and employee newsletters, member packets and other materials that are informative and educational for members, employees, and the public to ensure they are informed of the Cooperative’s programs and relevant electric utility information.
• Participates in member and public relations events, including but not limited to the Annual Meeting, member forums, community events, school educational events, and various charitable events to promote positive relations with our members, vendors, and communities served by the Cooperative.

Education and Experience:

High School diploma or equivalent required. Associate or bachelor’s degree in business, accounting, or related field from an accredited college or university preferred. A minimum of two years’ experience in customer service, accounts receivable, or billing and collections; or an equivalent combination of training, education and experience.    

Required Knowledge:

• Basic knowledge of electric utility operations, rate schedules, and billing processes is helpful.
• Solid understanding of customer service principles and practices.
• Strong computer skills and familiarity with customer interfacing systems.
• Continually keep informed of changing technology to properly perform the objectives of this position.

Required Skills and Abilities

• Ability to be thorough, accurate, and/or take charge of a situation while being respectful, friendly and courteous especially when dealing with members.
• Excellent organizational, written, and verbal communication skills, and the ability to interact effectively with employees, members, and the public.
• Ability to handle inquiries, complaints, and requests professionally and efficiently.
• Ability to maintain open communication with members and to project a positive cooperative image. A demonstrated ability to build relationships and solve problems. 
• Supports teamwork by providing effective participation, cooperation, and communication. Provides continuous improvement to employee morale, motivation, productivity, and quality of production through teamwork.
• Ability to explain energy services such as load management, rebate programs, and outage procedures.
• Ability to maintain accurate members records and process transactions electronically utilizing the Cooperatives Customer Information System.