Member Service Representative

Poudre Valley REA, Inc; Fort Collins (CO); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer match

Dental insurance

Paid holidays

Vacation and sick leave

Tuition reimbursement

Job summary

Poudre Valley Rural Electric Association is seeking a Member Service Representative who will be the first point of contact for members, delivering a positive experience and addressing inquiries related to programs and services.

The role emphasizes relationship-building, handling member inquiries in person, by phone, or mail, processing payments accurately, and supporting service orders such as transfers, connections, and energizations of new service.

Qualifications

• High school diploma or equivalent required; business coursework preferred.
• Two years’ customer service experience in consumer services/billing office required.
• Electric Utility/Cooperative experience preferred.
• Microsoft Word, Excel, and Outlook experience preferred.

Responsibilities

• Serve as first point of contact for member inquiries, in person, by phone, or in writing.
• Process all payments received in various channels with accuracy and transparency.
• Initiate and process service orders such as transfers, connections, disconnections, and energizations.
• Provide comprehensive member service support for all Association services.
• Adapt to changes and assist in other duties as assigned by management.

Skills

Customer service

Teamwork

Communication

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Outlook

Job description

Poudre Valley Rural Electric Association is seeking aMember Service Representative who wants an exciting work atmosphere and to be a part of a team dedicated to exceptional service.

The Member Service Representative plays a vital role in ensuring members of the Association receive exceptional service. Serving as the first point of contact, this position is committed to delivering a positive member experience through direct interaction with members to address their needs, resolve inquiries and offer information related to programs and services. The Member Service Representative fosters positive relationships through solution-based, member-focused service techniques.

Key Responsibilities

• Build and Foster Relationships: Initiate and cultivate positive relationships with Poudre Valley REA members and colleagues to ensure ongoing positive interactions and experiences.
• Member Inquiries: Serve as primary point of contact for member inquiries, whether received in person, via telephone, in writing, or from our after-hours call center. Address all interactions professionally and efficiently.
• Payment Processing: Process all incoming payments received in person, by mail, drop box, Lockbox, and electronic payments with precision and within designated timeframes. This includes processing daily bank drafts, wire transfers, ACH payments, and balancing cash drawers. Process returned payments promptly and take necessary action for the collection of funds due. Notify members of returned payments and associated fees in a timely manner, ensuring transparency, and facilitating resolution of outstanding balances.
• Comprehensive Member Service Support: Provide member service support for all services offered by Poudre Valley REA. Must demonstrate adaptability and productivity in responding to changes and be prepared to assist in other duties and responsibilities assigned by management to ensure the effective operation of the Association.
• Service Order Management: Initiate and process various service order requests, such as transfer of service, connections, disconnections, energizations of new service, and other miscellaneous service orders, ensuring accuracy and completeness.

Qualifications

• High school diploma or equivalent is required; business school or college-level coursework in business is preferred.
• Two years’ customer service experience in consumer services/billing office is required. Electric Utility, especially Cooperative, experience is preferred. Microsoft Word, Excel, and Outlook experience is preferred.

We are proud to offer acompetitive wage and benefit packageto include:

• Medical, prescription and dental insurance with 100% employer paid premiums
• 401(k) with base and matching contributions/defined benefit pension plan
• Holistic wellness program
• Life insurance
• Paid holidays, vacation and sick leave
• Tuition reimbursement

Complete job description available here or at www.pvrea.com/careers

We are anEqual Opportunity Employer