Member Experience & Billing Specialist

Choptank-Electric-Cooperative; Salisbury (MD); On-site; USD 35,000 - 52,000; Full time

Job summary

Choptank Electric Cooperative, a member-owned electric distribution utility serving Maryland's Eastern Shore, seeks a dedicated Member Service Specialist to assist members with billing, accounts, and program information. You will handle inquiries by phone, in person, and in writing, ensuring accurate data and courteous service.

The role emphasizes thorough knowledge of offerings, strong interpersonal skills, and the ability to resolve issues, process payments, and support training and outreach

Qualifications

• High school diploma or equivalent preferred.
• At least three years of general office experience required.
• At least two years of customer service experience preferred.
• Working knowledge of general office procedures and personal computer applications.
• Ability to learn and maintain a thorough understanding of the Cooperative's programs, processes, services, rates, and department functions.
• Strong customer service and interpersonal skills, including the ability to handle challenging situations with patience, professionalism, and courtesy.
• Excellent written and verbal communication skills and the ability to maintain a professional image.
• Ability to accurately enter information into a computer while communicating with members over the telephone.
• Strong attention to detail and the ability to manage multiple tasks while maintaining accurate records.
• Ability to maintain confidentiality and exercise discretion when handling member and account information.
• Strong organizational and problem-solving skills, with the ability to recognize recurring concerns and recommend service improvements.
• Ability to collaborate effectively with colleagues and assist with training others as needed.

Responsibilities

• Assist members with billing questions, service requests, account adjustments, payment arrangements, capital credits, deposits, budget billing, rates, membership, and other account-related needs.
• Provide prompt, courteous, and accurate responses to member inquiries by phone, in person, and through written correspondence.
• Maintain accurate and timely member account information and document interactions in the Cooperative's database.
• Monitor member concerns and follow up on outstanding questions or issues to ensure resolution.
• Process payments received by mail and assist members, vendors, and visitors who come to Cooperative offices.
• Make outgoing calls as needed for collections, member surveys, account updates, and promotion of Cooperative programs, products, and services.
• Communicate outage information promptly to System Control.
• Identify trends in member feedback and recommend improvements to communication, procedures, training, and service delivery.
• Assist members with questions about subsidiary services, ancillary offerings, and special programs.
• Develop and maintain positive working relationships with members, colleagues, vendors, and other external contacts.
• Assist with training colleagues as needed and support Cooperative events, including the Annual Meeting.
• Perform other duties as assigned.

Skills

Customer service

Office procedures

PC applications

Communication skills

Attention to detail

Confidentiality

Problem-solving

Training others

Team collaboration

Education

High school diploma or equivalent

Tools

Office software

Job description

Choptank Electric Cooperative, a member-owned electric distribution utility serving Maryland's Eastern Shore, seeks a dedicated Member Service Specialist to assist members with billing, accounts, and program information. You will handle inquiries by phone, in person, and in writing, ensuring accurate data and courteous service.

The role emphasizes thorough knowledge of offerings, strong interpersonal skills, and the ability to resolve issues, process payments, and support training and outreach