Member Service Specialist

Choptank Electric Cooperative; Salisbury (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

Choptank Electric Cooperative in Maryland's Eastern Shore invites applications for a Member Service Specialist who will deliver exceptional service to our members. You’ll help members navigate accounts, answer questions, resolve concerns, and promote our programs.

The role requires a high school diploma, 3 years of general office experience, and 2 years of customer service. Strong communication, accuracy, and discretion are essential in this office-based position.

Qualifications

• High school diploma or equivalent required.
• 3+ years of general office experience required.
• 2+ years of customer service experience preferred.
• Strong written and verbal communication skills.

Responsibilities

• Assist members with billing questions, service requests, account adjustments, payment arrangements, deposits, and other account-related needs.
• Provide prompt, courteous, and accurate responses to member inquiries by phone, in person, and through written correspondence.
• Maintain accurate and timely member account information and document interactions in the Cooperative's database.
• Monitor member concerns and follow up on outstanding questions or issues to ensure resolution.
• Process payments received by mail and assist members, vendors, and visitors at offices.
• Make outgoing calls for collections, surveys, account updates, and promotion of programs.

Skills

Customer service

Office procedures

Communication skills

Multitasking

Education

High school diploma

Tools

Microsoft Office

Job description

MEMBER SERVICE SPECIALIST

ABOUT CHOPTANK ELECTRIC

Choptank Electric Cooperative is a member-owned electric distribution utility serving Maryland's Eastern Shore. Headquartered in Denton, MD, we provide safe, reliable, and cost-effective power to over 55,000 members across nine counties. Known as "the Land of Pleasant Living," the Eastern Shore offers a strong quality of life in a scenic coastal region with easy access to Baltimore, Washington D.C., Philadelphia, and nearby beach communities.

BENEFITS & CULTURE

We offer a competitive compensation and benefits package, including a generous automatic employer retirement contribution, comprehensive health and wellness coverage, and strong financial and professional development opportunities. Employees enjoy a supportive, team-oriented work environment with access to modern equipment, training, and career growth opportunities.

WHAT YOU'LL DO

As a Member Service Specialist, you'll play an important role in delivering exceptional service to Choptank Electric Cooperative members. You'll help members navigate their accounts, answer questions, resolve concerns, and learn about the products and services available to them.

Your responsibilities will include:

• Assist members with billing questions, service requests, account adjustments, payment arrangements, capital credits, deposits, budget billing, rates, membership, and other account-related needs.
• Provide prompt, courteous, and accurate responses to member inquiries by phone, in person, and through written correspondence.
• Maintain accurate and timely member account information and document interactions in the Cooperative's database.
• Monitor member concerns and follow up on outstanding questions or issues to ensure resolution.
• Process payments received by mail and assist members, vendors, and visitors who come to Cooperative offices.
• Make outgoing calls as needed for collections, member surveys, account updates, and promotion of Cooperative programs, products, and services.
• Communicate outage information promptly to System Control.
• Identify trends in member feedback and recommend improvements to communication, procedures, training, and service delivery.
• Assist members with questions about subsidiary services, ancillary offerings, and special programs.
• Develop and maintain positive working relationships with members, colleagues, vendors, and other external contacts.
• Assist with training colleagues as needed and support Cooperative events, including the Annual Meeting.
• Perform other duties as assigned.

WHAT YOU'LL BRING

• High school diploma or equivalent preferred.
• At least three years of general office experience required.
• At least two years of customer service experience preferred.
• Working knowledge of general office procedures and personal computer applications.
• Ability to learn and maintain a thorough understanding of the Cooperative's programs, processes, services, rates, and department functions.
• Strong customer service and interpersonal skills, including the ability to handle challenging situations with patience, professionalism, and courtesy.
• Excellent written and verbal communication skills and the ability to maintain a professional image.
• Ability to accurately enter information into a computer while communicating with members over the telephone.
• Strong attention to detail and the ability to manage multiple tasks while maintaining accurate records.
• Ability to maintain confidentiality and exercise discretion when handling member and account information.
• Strong organizational and problem-solving skills, with the ability to recognize recurring concerns and recommend service improvements.
• Ability to collaborate effectively with colleagues and assist with training others as needed.

WORK ENVIRONMENT

This position works in an office environment and involves frequent telephone interaction with members, as well as occasional in-person assistance to members and visitors. Work schedules are set within Member Services telephone operating hours and may vary based on workload, special projects, or training. Availability to work at any hour during emergency conditions is required.

The position requires the ability to perform essential job functions, including seeing, hearing, walking, sitting, bending, and lifting or carrying loads averaging 20 pounds. Employment is contingent upon successfully passing a physical examination and drug test.