Member Service Representative

Poudre Valley REA, Inc; Fort Collins (CO); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Competitive wage and benefits

Job summary

Poudre Valley Rural Electric Association invites applications for a Member Service Representative to be the first point of contact for members, delivering friendly, helpful service and addressing inquiries.

In this role you will build relationships, process payments, and support service orders while upholding efficiency and accuracy. We offer a competitive wage and comprehensive benefits and seek a team-oriented individual committed to exceptional member experiences.

Qualifications

• High school diploma or equivalent is required; business coursework preferred.
• Two years’ customer service experience in consumer services or billing is required.
• Experience in electric utility or cooperative settings is preferred. Proficiency with Word, Excel and Outlook is preferred.

Responsibilities

• Build and foster relationships with members and colleagues to ensure positive interactions.
• Serve as primary contact for member inquiries in person, by phone, or via written channels.
• Process all incoming payments accurately and within designated timeframes.
• Provide member service support for services offered by the Association and assist with other duties as needed.
• Initiate and process service orders (transfers, connections, disconnections, energizations).

Skills

Customer service

Microsoft Word

Microsoft Excel

Outlook

Education

High school diploma

Tools

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