Member Services Representative

Provides comprehensive phone support for Cooperative during business hours, supporting a variety of needs of the membership while ensuring all communications align with the desired tone. Administers opening and closing of office during business hours, assisting all lobby visitors, as appropriate. Responsible for all payments received. Handles requests accurately and promptly, maintaining individual member files. Administers maintenance of Cooperative programs, products, and services, as directed.

Provide maximum service to the membership by rendering prompt, professional, accurate, efficient, and courteous service that will increase satisfaction and promote good will between the Cooperative and its members.

Maintain a working knowledge of all areas concerned with member accounts, including the current bylaws, Terms and Conditions, rates, company policies, operating procedures of the Cooperative, etc.

Work as a team member within the workgroup to achieve the goals, objectives, and work plan of the department and represent Member Services’ viewpoint as required on teams.

Personally performs the following activities:

• Provide immediate, accurate, and courteous member service, and coordinate necessary follow-through with other departments in an effort to achieve complete member satisfaction. Member services representatives will communicate with members using various means of communication, including but not limited to phone, email, mail, and fax. Member services representatives work in a call center environment utilizing a member information system program. Ensure communications with members are impactful and align with our desired tone.
• Responsible for processing, updating, researching, and maintaining member/business information, member account information, member correspondence, online form submissions, and making reminder calls to overdue accounts, as needed.
• Accurately process member medical necessities, unclaimed capital credits, capital credit estate retirements, and the cooperative’s collection of bad debt. In addition to full knowledge and understanding of each, submitting accurate and concise reports/documents, tracking/reporting, and continuous process improvement are expected.
• Support Engineering and Operations Departments, to include advising members, investigating, and collecting required information for new service/repairs and outages. Internally, support is provided through technical knowledge on iVUE Service to include training and education on products, services, and member benefits. A thorough understanding of interdepartmental processes is necessary to provide members with accurate information. Appointment scheduling with members and contractors is needed, gathering detailed information relative to the reason for the appointment.
• Prepare office daily for opening and closing.
• Provide immediate, accurate, and courteous service to all members and guests visiting the office.
• Maintain visitor’s logbook, assuring all safety regulations are followed.
• Process all bill payments received at the office ensuring accurate posting to member accounts within allowable time constraints.
• Reconcile daily transactions with cash register totals and prepare daily bank deposit.
• Post payments for affiliated services as needed.
• Collect, sort, and distribute Cooperative mail daily.
• Process returned correspondence, utilizing all tools and resources to update the member record.
• Monitor and troubleshoot individual electric services through the knowledge and proficient use of Landis & Gyr Command Center.
• Utilize independent judgment to evaluate actions necessary to address members’ service and billing issues, reporting abnormal situations to the appropriate personnel.
• Respond to and analyze emergency situations.
• Provide member support by identifying problems, researching solutions, and guiding members through steps of resolution.
• Track all incidents and member contacts utilizing various internal tools. Evaluate members' need for new applications or modifications to existing applications.
• Review and process Cooperative Response Center and online electronic emails daily and resolve issues…