Member Service Representative

The Energy Cooperative; Newark (OH); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Time-Off (PTO)

401(k) and Pension Plan

Job summary

The Energy Cooperative is looking for a Member Service Representative at their Newark Headquarters Office. You will assist members with natural gas, propane, and electric service while ensuring professional and courteous interactions. The role requires a high school diploma, customer service experience, and excellent communication skills. This position offers a comprehensive benefits package, including medical insurance, retirement plans, and education assistance, all while fostering a supportive work environment.

Qualifications

• Previous experience working with the general public and in a call center is preferred.
• Must possess a valid driver's license.
• Ability to read, analyze, and interpret data for department members.

Responsibilities

• Assist member-consumers with natural gas, propane, and electric service.
• Support and incorporate the Cooperative's mission, vision, and values.
• Greet Cooperative members and the general public courteously.

Skills

Excellent telephone and communication skills

Ability to perform basic math

Customer service experience

Teamwork

Detail orientation

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Member Service Representative

The Energy Cooperative, headquartered in Newark, Ohio, serves over 73,000 electric, natural gas, and propane members throughout east‑central Ohio. As a non‑profit cooperative, we are member‑owned and controlled by the members we serve. We are committed to providing safe, high‑quality energy services at a reasonable price and to treating our employees fairly and honestly with opportunities for training, education, and advancement in a safe environment.

About this position

We are currently seeking to fill the position of Member Services Representative at our Newark Headquarters Office. This position is responsible for assisting member‑consumers with natural gas, propane, and electric service. The representative provides general customer service duties and ensures all member‑consumers are handled courteously and professionally, promoting the Cooperative’s mission, vision, and values through service excellence.

Benefits

• Medical, Dental, and Vision Insurance
• Supplemental Life Insurance for Employee, Spouse, and Children
• Disability Insurance
• Flexible Spending Account (FSA)
• Paid Time‑Off (PTO)
• Paid Holidays
• Traditional 401(k) and Roth 401(k)
• Retirement Pension Plan
• Education Assistance
• Employee Assistance Program

Essential Duties and Responsibilities

• Support and incorporate the Cooperative's mission, vision, and values in professional behavior and decisions.
• Comply with all Cooperative policies, procedures, goals and objectives, and meet attendance and punctuality guidelines.
• Understand, observe, and enforce cooperative safety and security procedures and report potentially unsafe conditions to the department supervisor or safety department personnel.
• Be punctual, conscientious about work hours, and available for overtime when requested; maintain a professional manner and business appearance in accordance with company standards.
• Assist members with the initial process of setting up new construction accounts for electric, natural gas, and propane.
• Assist member‑consumers with natural gas, propane, and electric service—including questions, complaints, new accounts, transfers, terminations, collections, payments, and payment arrangements—in person or by telephone efficiently and pleasantly.
• Greet Cooperative members and the general public in a friendly and courteous manner and direct them to the proper person or department when applicable.
• Manage incoming and outgoing mail to headquarters and distribute appropriately; meter outgoing mail for postal delivery.
• Explain and direct members to relevant assistance programs (HEAP, LEADS, Job and Family Services) when appropriate.
• Perform other related work as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Education

• High school diploma or equivalent is required.
• Requires ability to read, write, and use basic math and grammar.
• Previous experience working with the general public and in a call center is preferred.

Certificates, Licenses and Training

• Must possess a valid driver's license.
• Ability to attend meetings and/or training seminars when requested.

Language and Interpersonal Skills

• Ability to read, analyze, and interpret data for department members as well as existing and prospective members/consumers.
• Maintain a professional demeanor when talking with all members, including irate members.
• Excellent telephone and communication skills; consistently provide high‑quality customer service to members.

Other Skills and Abilities

• Perform well under stress, during emergencies, critical or unusual situations.
• Consistently meet or exceed departmental goals and objectives.
• Computer literate; Microsoft Office knowledge; general typing; 10‑key calculator operation; teamwork; detail orientation; organizational skills; verbal and written communication skills.

Physical Demands and Work Environment

While performing this job an individual is in an inside office environment, where temperatures and noise levels are controlled.

No known hazards exist in this position. The individual may be required to work unscheduled overtime on occasion and attend training sessions after hours or on non‑business days. This position is subject to pre‑employment physical and substance‑abuse testing and is subject to random testing in accordance with the Cooperative’s substance‑abuse policy.

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