Member Service Representative

Minnesota Rural Electric Association; Park Rapids (MN); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Education and professional development

Job summary

Itasca-Mantrap Electric Cooperative is seeking a Member Service Representative to deliver excellent service to members via phone, email, and in person. You will handle inquiries, promote programs, and assist with account activities and documentation.

The role supports billing, energy assistance information, and capital credits processes, with travel for certain initiatives. Strong communication and MS Office skills are essential.

Qualifications

• At least two years of experience in customer or member relations, communications, office support, or a related area.

Responsibilities

• Deliver exceptional member service by phone, email, and in person; respond to inquiries accurately, professionally, and in a timely manner.
• Explain and promote Cooperative programs, services, rates, and policies; resolve routine concerns and coordinate with appropriate personnel to ensure effective problem resolution.
• Process and support member account activities, including service orders, transfers, new service requests, service alterations, and required documentation.
• Support billing and collections activities and provide information on energy assistance programs and Cold Weather Rule requirements, as applicable.

Skills

Customer service

Communication skills

MS Office

NISC software

Problem solving

Tools

NISC software

Job description

Join Itasca-Mantrap Electric Cooperative in a member-facing role where responsive service, accurate information, and effective problem-solving make a difference each day.

Summary

The Member Service Representative provides exceptional service by responding to member inquiries accurately and promptly, supporting member accounts and Cooperative programs, and helping resolve questions and concerns. This position also assists with the planning, development, and administration of programs that support the Cooperative’s membership and system growth.

Essential Functions

• Deliver exceptional member service by phone, email, and in person; respond to inquiries accurately, professionally, and in a timely manner.
• Explain and promote Cooperative programs, services, rates, and policies; resolve routine concerns and coordinate with appropriate personnel to ensure effective problem resolution.
• Process and support member account activities, including service orders, transfers, new service requests, service alterations, and required documentation.
• Support billing and collections activities (including delinquent account communications and pay arrangements) and provide information on energy assistance programs and Cold Weather Rule requirements, as applicable.
• Respond to questions regarding capital credits and load management programs; assist with associated processes (e.g., estates, name changes, transfers, applications, and related paperwork).
• Support member-related events and activities and provide front desk/general office support, as needed.
• Contribute to continuous improvement by supporting updates to member service procedures, workflows, and related tools.

Key/Other Responsibilities

• Support the Member Service Program by maintaining working knowledge of Cooperative programs, services, rates, and member processes; participate in program/policy updates and related training or process improvement efforts.
• Complete required documentation and administrative tasks, including accurate data entry, record maintenance, and coordinating information with other departments.
• Maintain confidentiality and comply with applicable policies, regulations, and internal controls related to member information.
• Provide backup coverage for the Marketing and Member Services team, including cross-training and support during peak periods or absences.
• Other duties may be assigned to maximize flexibility and efficiency, including additional cross-training assignments as deemed necessary by Management.

Education & Experience

• At least two years of experience in customer or member relations, communications, office support, or a related area.

Knowledge, Skills & Abilities

• Excellent oral and written communication skills, including the ability to work effectively with people experiencing difficult circumstances.
• Technical knowledge in digital customer data platforms (preferably NISC software) and Microsoft office products including Word, Excel, and Outlook.
• Demonstrated commitment to member service at all times, working well with others to provide quality, efficient, and courteous service to all members and team members.
• A basic knowledge of electrical applications for residential heating, cooling and general use is desired.
• Ability to demonstrate empathy and timely responsiveness.
• Knowledge of electric rates structures and the Cooperative Principles is a plus.

Working Conditions

This is an on-site position in a normal office environment. While performing the duties of this job, team members are regularly required to sit for extended periods of time, walk and stand; communicate in person and by telephone; use hands and fingers to handle, feel, or operate standard office equipment; reach with hands and arms; and lift up to 40 pounds. Required vision abilities include close and distant focus. The noise level is usually quiet to moderate, although occasional loud sounds and distracting noise may occur. The position interacts with members, team members, contractors, and the general public through various means of communication. Travel is required to support electric distribution initiatives, projects related to the strategic work plan, and the establishment and maintenance of external networks. Travel away from the office is anticipated to be less than 5%, although this may change. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the job.

Compensation And Benefits

Itasca-Mantrap offers a comprehensive benefits package that includes high-deductible health plan coverage with an employer-funded Health Savings Account and Health Reimbursement Arrangement; dental, life, accidental death and dismemberment, business travel accident, and short- and long-term disability insurance; a 401(k) retirement plan with employer contributions; paid time off, extended illness benefits, paid holidays, and other paid leave; education and professional development benefits; and access to voluntary benefits, including supplemental insurance, legal services, and identity-theft protection. Eligibility and benefit terms apply.

The starting hourly range for this position is $23.00–$25.00, depending on the selected candidate’s qualifications and experience.

Itasca-Mantrap is unable to provide employment-based visa sponsorship for this position.

Itasca-Mantrap is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, pregnancy, gender identity or expression, marital status, familial status, status with regard to public assistance, sexual orientation, age, disability, genetic information, veteran or military status, membership or activity in a local human rights commission, or any other status protected by applicable law.