Member Services Representative

Duck River Electric Membership Corporation; Paulding (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading electric cooperative in Ohio seeks a Member Services Representative to serve as the primary contact for members, handling inquiries and account management. The ideal candidate will possess strong communication skills and a commitment to excellent customer service, with a focus on teamwork and efficiency. This role offers opportunities for professional development and requires a high school diploma or equivalent.

Qualifications

• High school diploma or equivalent; vocational training preferred.
• At least one year of related experience preferred.
• Combination of education, training, and experience may be considered.

Responsibilities

• Serve as the primary contact for members/consumers.
• Respond to inquiries about billing, rates, policies, and general information.
• Create new member accounts and process service orders.

Skills

Attention to detail

Organizational skills

Effective written communication

Effective verbal communication

Basic mathematical skills

Education

High school diploma or equivalent

Vocational training preferred

At least one year of related experience

Tools

Microsoft Office

Job description

Summary of Position:

While the Member Services Representative reports to the Member Services Manager, he/she is expected to work cooperatively with other employees in maintaining workflow and helping to effectively and efficiently meet the cooperative mission.

Core Competencies:

• Work effectively as an employee of Paulding Putnam and maintain good job behavior.
• Must be supportive of Cooperative business concepts and principles.
• Must have high integrity, dependability, and professionalism.
• Punctuality and conscientiousness about work hours, with flexibility for overtime and communication with supervisor when unable to work.
• Accept responsibility for duties, work diligently towards accuracy.
• Develop skills and knowledge, attend meetings and seminars as directed.
• Continuously seek improvements in efficiency and effectiveness.
• Review and abide by policies and procedures.
• Prioritize safety, promote safety awareness, and attend safety meetings.
• Work as part of a team, promote morale, communicate effectively, and respect others.
• Adapt positively to change and become a positive influence.
• Support the cooperative’s mission and stay informed about its philosophy.

Job Responsibilities:

1. Serve as the primary contact for members/consumers.
2. Respond to inquiries about billing, rates, policies, and general information.
3. Create new member accounts, process service orders, and send relevant information.
4. Follow up with members, prepare adjustments, and process account data.
5. Operate systems related to billing and records, including proficiency in NISC and Microsoft Office.
6. Coordinate collections, bill processing, and account management.
7. Perform meter reading checks and reconcile collections.
8. Maintain office equipment, participate in safety and training programs, and ensure a clean work environment.
9. Participate in meetings, seminars, and training; adhere to policies during work hours.
10. Assist in training other employees and provide excellent customer service.
11. Perform all other duties as assigned.

Reporting Relationships:

• Reports to: Member Services Manager
• Supervises: None
• External relationships: Employees, Members, General Public

Specifications:

Education and Experience:

• High school diploma or equivalent; vocational training preferred.
• At least one year of related experience preferred.
• Combination of education, training, and experience may be considered.

Skills and Abilities:

• Attention to detail, organizational skills.
• Effective written and verbal communication.
• Proficiency with office equipment and Microsoft Office.
• Basic mathematical skills.
• Ability to prepare reports, prioritize work, and adapt to new technology.

Additional Expectations:

• Maintain confidentiality of proprietary information.
• Knowledge of PPEC payment procedures and policies.
• Ability to communicate with diverse customers and project a positive image.
• Overtime may be required for duties and during outages.