Member Service Representative

Union-Rural-Electric-Cooperative,-Inc.; Marysville (OH); Hybrid; USD 32,000 - 48,000; Full time

Benefits offered by this job

PTO

Holidays

Volunteer time off

401(k) match

Pension plan

Medical/dental/vision

Life insurance

Long-Term Disability

Job summary

Union-Rural-Electric-Cooperative,-Inc. seeks a Member Service Representative to assist members in person and via internet and phone channels. You will assess inquiries, route them appropriately, set up new service accounts, and explain policies and rates while maintaining accurate records.

The role emphasizes courteous, professional service, data accuracy, and teamwork, with limited hybrid work opportunities after training. Strong communication and basic Microsoft Office skills are required.

Qualifications

• High school diploma or GED required; additional office training preferred.
• Two years in a service industry with cashier experience and direct customer interaction preferred.
• Strong written and verbal communication skills are essential.
• Basic understanding of Microsoft Office and data entry accuracy.

Responsibilities

• Assist members and the public with inquiries about products, services, rates, and policies.
• Route inquiries to the appropriate personnel when not handled by the MSR.
• Set up new service accounts and explain applicable policies and procedures.
• Address billing inquiries, process payments, and handle high bill concerns.
• Help maintain accurate member records in the database in a timely manner.
• Support the cooperative's public image with professional conduct.
• Assist during outages as outlined in the Emergency Outage Plan.
• Contribute to teamwork and perform other related duties.

Skills

Customer service

Verbal communication

Written communication

Math skills

Microsoft Office

Data entry

Telephone systems

Education

HS diploma or GED

Tools

Billing software

Database software

Job description

Position Summary

Serve as a primary point of contact for members and the public, providing assistance in person, via internet-based channels, and by phone. Accurately assess and respond to inquiries in a timely manner, consistently demonstrating professionalism, courtesy, and a commitment to exceptional member service.

ESSENTIAL RESPONSIBILITIES

• Provide direct member and public assistance responding to inquiries regarding all and subsidiary products and services, terms and conditions of service, retail rates, policies, energy efficiency resources and rebates, etc.
• Provide assistance to member and general public by accurately routing inquiries not handled by the MSR to the appropriate personnel.
• Assists members in their request for service by taking information and setting up accounts for new service, explaining policy and procedures.
• Assist members with billing issues by responding to billing inquiries and high bill concerns, preparing credit reference letters, administering insufficient funds procedures and processing payments.
• Mitigates the Cooperative's write-offs by promptly and effectively administering collection procedures.
• Assists with maintaining accurate and timely member records by collecting and keying key member information in the data base in a timely manner.
• Assist with the Cooperative public image by always exercising professional courteous conduct and projecting a professional image in dealing with the member, public and other employees during and after work hours.
• Maintains a safe and clean working environment by adhering to policies, procedures, and regulations.
• Provides support during major outages by assisting in whatever manner necessary as prescribed in the Emergency Outage Plan.
• Assists in achieving a greater degree of teamwork by performing all other duties as assigned.

EDUCATION

A high school diploma or GED is required. Additional training in office services related field is preferred

EXPERIENCE

Two years in a service industry with cashier experience, and direct customer interaction is preferred.

ABILITIES AND SKILLS

• Must possess good oral and written communication skills.
• Must have good math skills.
• Must be thorough, accurate, and able to organize work to meet deadlines.
• Must have a basic understanding of Microsoft Office Suite software product.
• Must be able to acquire a thorough understanding of the Cooperative's telephone system, in-house billing and member information software, marketing programs, mapping system, Terms and Conditions for Supplying Electric Service, retail electric rates, policies and procedures.
• Must be able to interact effectively with members, employees, and the general public in a variety of situations, exercising good judgment and maintaining a positive professional company image.
• Must be able to operate standard office equipment.

WORKING CONDITIONS

Normal office hours are from 7:30 AM - 4:00 PM. Limited hybrid work opportunities may be available after satisfactory completion of the training period. Additional hours outside of normal office hours may be required for special projects and service interruptions. Most work activities are performed sitting at a desk. Some travel by day and overnight stay for training and seminars may be required.

• Paid Time Off (PTO)
• Nine Holidays
• 24 hours of Volunteering Time Off
• 401(k)(50% match from 2% to 12% from co-op)
• Pension Plan(co-op funded)
• Medical/Rx, Dental and Vision, Life(shared cost)
• Basic Life Insurance and Long-Term Disability Insurance(co-op funded)

Equal Opportunity Employer, including disabled and veterans.