Member Service Representative

Four County Electric Membership Corporation; Burgaw (NC); On-site; USD 38,000 - 46,000; Full time

Job summary

Four County Electric Membership Corporation in Burgaw, NC is seeking a Member Service Representative to assist members with payments, inquiries, and service requests in person or by phone. You will be the frontline contact, supporting a range of activities to ensure smooth operations and positive member experiences.

Responsibilities include greeting members, processing payments, balancing cash, maintaining records, and guiding inquiries to the appropriate teams.

Qualifications

• Requires high school diploma or GED.
• Two years’ clerical experience with public contact duties preferred.
• Experience with payment collection and data entry desirable.

Responsibilities

• Serve as primary contact for Four County members in person or by phone.
• Greet members and direct inquiries to appropriate personnel.
• Process payments, issue receipts, and balance cash; prepare bank deposits.
• Maintain accurate member records and formal documentation of interactions.
• Assist with service orders, outages, and customer portal/app questions.
• Promote Four County products and services to inform members of options.

Skills

Customer service

Communication

Cash handling

Problem solving

Education

High school diploma or GED

Job description

Member Service Representative

Status: Open

Department: Member Services

Opening Date: 11/4/2026

Office Location: Burgaw

Application Deadline: Open Until Filled

Exempt Status: Non-Exempt

Position Objective Summary

Receives member requests through the phone or in person. When practical, take personal action or requests assistance from appropriate personnel to ensure opportune action. Assists members with a wide variety of needs including receiving payments and facilitating solutions to any service concerns.

Education

High school diploma or G.E.D. required.

Experience

Two years’ work experience in a clerical field with public contact duties.

Payment collection and computer input skills desirable.

Mental and Physical Requirements

• Serve as the primary point of contact for Four County members, enhancing engagement through effective communication, organizing events, and feedback initiatives to improve services and member satisfaction.
• Has direct contact with members and visitors, assisting in handling all inquiries including answering telephone and in-person queries.
• Greets all members and visitors in the office, answering inquiries whenever possible or directing them to appropriate personnel.
• Participates with supervisor in study, review, and approval of member and collecting procedures established for the operation of the local office.
• Keeps thoroughly informed of all promotional efforts of Four County and discusses with members all aspects and benefits of the program.
• Whenever feasible and necessary, advises members on energy-conserving methods and habits.
• Represents Four County as necessary or as assigned in public and community functions or projects.
• Be prepared to support district and community needs during natural disasters.

Reporting relationships

A. Reports to: Office Supervisor

B. Directs: None

Essential Duties and Responsibilities

A: Member Engagement

Weight: 35

• Serve as the primary point of contact for Four County members, enhancing engagement through effective communication, organizing events, and feedback initiatives to improve services and member satisfaction.
• Has direct contact with members and visitors, assisting in handling all inquiries including answering telephone and in-person queries.
• Greets all members and visitors in the office, answering inquiries whenever possible or directing them to appropriate personnel.
• Participates with supervisor in study, review, and approval of member and collecting procedures established for the operation of the local office.
• Keeps thoroughly informed of all promotional efforts of Four County and discusses with members all aspects and benefits of the program.
• Whenever feasible and necessary, advises members on energy-conserving methods and habits.
• Represents Four County as necessary or as assigned in public and community functions or projects.
• Be prepared to support district and community needs during natural disasters.

B: Communications and Resolution

Weight: 20

• Manage member communications with empathy and a professional tone, ensuring inquiries and issues are addressed promptly to maintain high member satisfaction with Four County.
• Employ empathy and a supportive tone in all interactions to understand and effectively address member concerns, building trust and rapport.
• Troubleshoot and analyze issues to provide effective solutions, collaborating with other departments and external organizations for complex problem resolution.
• Share insights and best practices with the team to foster a culture of continuous learning and improvement, enhancing the collective ability to serve members better.

C: Operations

Weight: 20

• Oversee essential operational tasks related to member services for Four County, focusing on efficiency and effectiveness in service delivery, transaction processing, and operational improvements.
  • Ensures the office is open in the mornings and secured in the afternoon and is maintained in a professional manner.
  • Operates a two-way radio.
  • Balances cash received and makes bank deposit.
  • Process service orders and handle member queries about Four County’s Member portal and mobile app needs, ensuring clear communication and effective use of available resources.
  • Works in Four County’s Call Center or Dispatch Center as scheduled or needed.
  • Prepares bank deposit and cash sheet reports.
  • Maintains adequate stock of required office supplies and forms needed in the office.

D: Organization and Documentation

Weight: 10

• Maintain meticulous records and documentation for Four County member accounts and transactions, ensuring organization, accuracy, and compliance with regulatory requirements.
• Document accounts accurately after each member interaction.
• Accepts payments from members for electrical services, issuing receipts and making change.
• Accountable for member collections money received.
• Processes inactive member prepay accounts.
• Scan paper service orders and processes returned checks.
• Create and maintain Pledge report and member payment arrangement documentation.

E: Product and Services Offering

Weight: 10

• Promote Four County’s range of products and services, ensuring members are well-informed about their options and the benefits of new and existing offerings.
• Prepares member orders for services requested by members of Four County personnel.
• Closing service orders when completed.
• Reviews and creates service orders and outages and delivers to dispatch for completion.
• In accordance with Four County policies, review and supervise the amount of security deposits to be collected prior to connection of service.

F: Personal Training and Development

Weight: 5

• Dedicate efforts towards personal growth and professional development, staying abreast of industry trends, enhancing skills relevant to the role, and adopting best practices for continuous improvement in service delivery for Four County.
• Engages in ongoing learning opportunities to better understand the energy sector, customer service excellence, and operational best practices.

Relationships

A. Internal

• Supervisor – To secure interpretation of policies, bulletins and procedures; to secure guidance in the performance of duties; to furnish prompt information concerning member requests and to secure needed approvals.
• Staff and Other Personnel – To receive and channel all visitors and telephone calls to proper personnel.
• Consumer Accounting Clerk – To cooperate with in setting up accounts receivable in billing systems; to provide with consumer ledgers at billing sequence; to advise and secure advice on any discrepancies that may come up in consumer bills; to secure information concerning meter reading and billing as needed to answer inquiries.
• Serviceman – To cooperate with in making consumer orders received in field; to furnish information as needed in the performance of his duties.
• Members – To render prompt and courteous service in handling requests or complaints, collecting accounts, furnishing information; to establish and maintain good relationships.
• Operations Supervisor – To maintain punching and closing work orders on computer terminal if assigned.
• Field Service Representatives – To cooperate with in providing information as needed concerning collections, disconnects, and reconnects as needed in the performance of their duties.

B. External

• General Public – To maintain a good public relations attitude in all contacts with the public; and to furnish information on the principles of operation of the Cooperative.