Member Care Representative

Jo-Carroll Energy; Elizabeth (IL); On-site; USD 28,000 - 37,000; Full time

Job summary

Jo-Carroll Energy is seeking a Member Care Representative to deliver exceptional member service and support across departments. You will handle calls, answer inquiries, process payments, and create service orders, ensuring data accuracy and timely responses.

The role emphasizes confidentiality, multitasking, and customer-focused communication in a cooperative environment. Join a team that values proactive problem solving and member education, with opportunities to learn current service

Qualifications

• High School Diploma or equivalent.
• One-year minimum experience in an office environment; utility experience preferred.
• Able to maintain confidentiality of sensitive records.
• Proficient in data input and MS Office applications.
• Able to learn new skills and changing procedures; strong organizational abilities.
• Strong communication skills, both written & verbal; multitasking ability.
• Possess a valid driver’s license.

Responsibilities

• Initiates and nurtures strong relationships with members and employees.
• Answers member calls with accurate, satisfactory responses.
• Collaborates with departments to improve member service experience.
• Resolves inquiries and documents service or product issues and new member inquiries.
• Educates members about Jo-Carroll Energy products and services.
• Assists walk-in and drive-up members and visitors.
• Receives and processes payments, ensuring same-day credit.
• Creates service orders and processes them promptly.
• Utilizes document imaging and utility software to manage records.
• Mails forms for new service applications as needed.
• Maintains accurate member data in systems and reports.
• Promotes a safe work environment and cooperative efficiency.

Skills

Communication skills

Organizational skills

MS Office proficiency

Data entry

Confidentiality

Driver's license

Customer service

Multitasking

Education

High School Diploma

Tools

MS Office

Job description

SUMMARY POSITION DESCRIPTION

POSITION TITLE: Member Care Representative

DEPARTMENT: Member Services

REPORTS TO: Member Care Manager

DIRECTLY SUPERVISES: None

Wage Information: $23.69 per hour

FLSA CLASS: Non-Exempt – Union Member - IBEW #953

Position Summary

Member Care Representatives provide a comprehensive member service program which renders prompt and efficient service to members, employees, and the general public in the preparation and dissemination of information materials that contribute to a better understanding of and generate interest in cooperative programs and services. This position works with all of the departments at Jo-Carroll Energy, especially the Communication and Marketing Department to learn the most up-to-date service information and gathers the necessary data to ensure that member account information is current and correct. Progressively learns and applies the essential responsibilities and duties of the position through on the job and formal training.

Essential Responsibilities and Duties

1. Initiates and nurtures strong relationships with Jo-Carroll Energy members and employees, promoting continuous positive relationships.
2. Takes member calls and provides accurate, satisfactory answers to their queries and concerns.
3. Collaborates with other cooperative professionals to improve member service experience.
4. Works with all relevant departments to resolve inquiries/investigations or member contacts including but not limited to service or product issues, member complaints, service questions, and new member inquiries.
5. Informs and educates members of the many Jo-Carroll Energy products and services while encouraging them to participate.
6. Assists walk-in and drive-up members and visitors.
7. Receives and processes payments from members. Ensuring that payments are credited to the account on the same day as received.
8. Creates service orders and processes them in a timely manner.
9. Utilizes document imaging system.
10. Mails necessary forms for new service applications when needed.
11. Utilizes utility software programs to accurately enter and retrieve member records and reports, enters payment information and maintains the database.
12. Performs in such a manner as to promote a safe working environment, efficient operation of the Cooperative, productive employees, and satisfied members.
13. 
    Performs all other duties pertaining to the cooperative within the limits of individual qualifications so assigned.

Accountabilities

1. Processes work and member requests in a timely manner.
2. Accuracy in work completed as measured by information input into the system.
3. Member satisfaction as measured by survey and member complaints.
4. Workflow processes as measured by amount of time to complete the work, timely turn-around of information and making sure that other employees work is not hindered.

Qualifications

1. High School Diploma or equivalent.
2. One-year minimum experience in an office environment. Experience working at a utility is desirable. Experience in customer service, accounting, or entry level sales is a plus.
3. Able to maintain confidentiality of sensitive records.
4. Proficient in data input as well as knowledgeable in MS Office applications.
5. Able to learn new skills and changing procedures.
6. Exceptional organizational skills.
7. Strong communication skills, both written & verbal. Ability to multi-task & change tasks & priorities on short notice.
8. Possess a valid driver’s license.
9. Able to handle stressful and demanding work situations at times because of work demands and consumer complaints.