Member Service Representative (Hendricks Power)

Wabash Valley Power Alliance; Town of Avon (NY); On-site; USD 36,000 - 42,000; Full time

Job summary

Hendricks Power Cooperative in Avon, Indiana is hiring a Member Service Representative to greet members, handle billing inquiries, process payments, and maintain accurate account information.

You will work across channels, explain programs and options, coordinate with other departments, and help deliver exceptional service in a busy, community-focused office.

Qualifications

• Minimum of two years of customer service, administrative, billing or related experience preferred.
• Utility, cooperative, financial institution or call center experience preferred.
• Proficient in Microsoft Office applications and the ability to learn utility software systems.
• Knowledge of proper cash handling preferred.

Responsibilities

• Provide courteous, professional and timely service to members in person, by telephone, email and other communication channels.
• Assist members with account inquiries, billing questions, payment processing, service requests and general cooperative information.
• Establish, update and maintain member account records with a high degree of accuracy.
• Process service orders, connects, disconnects, transfers and related account transactions.
• Receive and process member payments and balance cash receipts as assigned.
• Troubleshoot and resolve member concerns, account discrepancies and exceptions.
• Explain cooperative policies, programs, rates, energy services and payment options to members.
• Promote and support products, services and member engagement initiatives.
• Coordinate with operations, billing, engineering and other departments to ensure timely member service.
• Prepare correspondence, reports and documentation as needed.

Skills

Customer service

Communication

Problem solving

Organization

Time management

Cash handling

Teamwork

Tools

Microsoft Office

Job description

• Full-time

Company Description

As an electric cooperative, Hendricks Power is part of the nation's largest energy network which includes 1,000 electric cooperatives, public power districts, power supply generation and transmission cooperatives, statewide associations, regional trade and service associations, supply and manufacturing cooperatives, data processing cooperatives and employee credit unions. Electric cooperatives alone serve 32 million customers in 46 states, and cover more land mass than any of the nation's single electric utilities. Hendricks Power Cooperative celebrated its 65th anniversary in 2001. Formed in 1936, following the creation of Franklin D. Roosevelt's Rural Electrification Administration (REA), Hendricks Power Cooperative started with a small meeting of 12 people, farmers and rural residents, unable to convince the local utility, which was owned by investors, to build lines to serve them. They claimed it simply wasn't profitable to provide service to such sparsely-populated areas. The formal construction of these rural electric lines began the summer of 1937. On January 1, 1938, the first 122 miles of line was energized. Approximately 400 members received power to their homes and farms for the first time. The name Hendricks County Rural Electric Membership Corporation (REMC) was adopted, as the cooperative slowly grew. Today, Hendricks Power Cooperative serves over 35,000 members in Hendricks, Putnam, Morgan and Montgomery counties.

Job Description

Hendricks Power Cooperative is now accepting applications for the position of Member Service Representative. This position serves as an entry point of contact for members, providing customer service and support related to electric service, billing inquiries, payments, account maintenance and cooperative programs. The Member Service Representative builds positive relationships while ensuring accurate account processing and effective resolution of member concerns.

Hendricks Power is a rural electric cooperative in Avon, Indiana that distributes electric service to more than 40,000 members across four counties.

Key Responsibilities

• Provide courteous, professional and timely service to members in person, by telephone, email and other communication channels.
• Assist members with account inquiries, billing questions, payment processing, service requests and general cooperative information.
• Establish, update and maintain member account records with a high degree of accuracy.
• Process service orders, connects, disconnects, transfers and related account transactions.
• Receive and process member payments and balance cash receipts as assigned.
• Troubleshoot and resolve member concerns, account discrepancies and exceptions.
• Explain cooperative policies, programs, rates, energy services and payment options to members.
• Promote and support products, services and member engagement initiatives.
• Coordinate with operations, billing, engineering and other departments to ensure timely member service.
• Prepare correspondence, reports and documentation as needed.

Qualifications

Education & Experience

• Minimum of two years of customer service, administrative, billing or related experience preferred.
• Utility, cooperative, financial institution or call center experience preferred.
• Proficient in Microsoft Office applications and the ability to learn utility software systems.
• Knowledge of proper cash handling preferred.

Personal & Position Qualifications

• Strong communication, interpersonal and problem-solving skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong organizational and time-management skills.
• Ability to handle multiple priorities while maintaining accuracy and attention to detail.
• Ability to work effectively with members, employees and the public in a professional manner.
• Ability to maintain confidentiality and handle sensitive information.
• Ability to perform basic mathematical calculations and reconcile transactions.
• Ability to work independently and as part of a team.

Additional Information

Join our team and play an important role in delivering exceptional service to the members and communities we serve. This full-time position is primarily office-based and involves frequent interaction with members, employees and the public. Standard office hours are 7:30am – 4:30pm Monday through Friday.

All your information will be kept confidential according to EEO guidelines.