Member Support / Marketing Representative

Great Lakes Energy; Boyne City (MI); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plans

Parental leave

Remote work program

Training & development

Job summary

Great Lakes Energy is seeking a Member Support / Marketing Representative to provide exceptional member service across phone, online, and in-person channels. You’ll handle account questions, billing inquiries, service requests, and program information while supporting marketing and energy efficiency programs.

In this role you’ll maintain accurate records, process service orders, resolve issues, and collaborate with field personnel.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service or related experience preferred.
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Assist members with account questions, billing inquiries, service requests, and program information across multiple channels.
• Maintain accurate account records and process service orders.
• Resolve billing issues and promote marketing and energy efficiency programs.
• Collaborate with field personnel and support outage/call center operations.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Member Support / Marketing Representative

Great Lakes Energy is looking a Member Support / Marketing Representative to provide exceptional service to our members while supporting key billing, account maintenance, and marketing programs. In this role, you'll assist members through a variety of channels, resolve account and billing inquiries, support marketing initiatives and energy programs, and help ensure accurate and efficient member service operations.

Who We Are

For over 85 years, we have powered rural communities across 26 counties in western and northern Michigan. We serve over 128,000 meters as the third-largest Michigan-based electric utility and the state's largest member-owned power company.

We prioritize enriching the lives of our community members. We not only provide electric service, but we also provide reliable and robust fiber technology through Truestream, a communication solutions subsidiary of Great Lakes Energy.

We have over 300 employees who are more than just colleagues - we're a close-knit family of diverse professionals united by a shared vision. Our collaborative environment encourages creativity, empowers growth, and fosters a sense of purpose in everything we do.

A Day in the Life of a Member Support / Marketing Representative

As a Member Support / Marketing Representative, you'll provide exceptional service to members by assisting with account questions, billing inquiries, service requests, and program information through phone, online, and in-person interactions. You'll support daily member service operations by maintaining accurate account records, processing service orders, resolving billing issues, and promoting Great Lakes Energy's marketing and energy efficiency programs.

In this dynamic role, you'll collaborate with field personnel, support outage and call center operations, and participate in community outreach events, all while helping create positive member experiences and supporting Great Lakes Energy's mission.

Who You Are

You're a service-oriented professional who enjoys helping others and solving problems. You communicate effectively, remain calm under pressure, and take pride in providing accurate information and support to members and coworkers alike.

You thrive in a fast-paced environment where priorities can shift quickly and where attention to detail is essential. You enjoy building relationships and finding solutions that meet members' needs. Whether you're assisting with billing inquiries, supporting marketing programs, or coordinating service requests, you're motivated by making a positive impact and providing exceptional member experiences.

What You Bring

Education and Experience

• High school diploma or equivalent required.
• One year of customer service, member service, administrative, marketing, or related experience preferred.
• Equivalent combinations of education and experience may be considered.

Customer Service Experience

• Experience providing customer support and resolving inquiries in person, by phone, email, or online platforms.
• Ability to professionally handle member concerns and provide effective solutions.
• Previous office or utility industry experience is preferred.

Technical Skills

• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to work with databases, customer information systems, and office technology.
• Strong attention to detail and ability to maintain accurate records and documentation.

Communication and Problem Solving

• Strong verbal and written communication skills.
• Ability to analyze information, troubleshoot issues, and make sound decisions.
• Excellent organizational, time management, and multitasking abilities.

Relationship Building

• Ability to establish positive relationships with members, contractors, field personnel, and internal departments.
• Demonstrated commitment to professionalism, teamwork, confidentiality, and service excellence.

What's in It for You?

You are valuable to us, and our benefits are here to show it. That's why we put employees first-your health, your family, and your development. We have a number of benefits, both traditional and progressive, to support you and your family through life's various stages. Here's just a taste of what we have to offer:

• The Essentials -We foot the bill for comprehensive health insurance benefits. You'll be hard-pressed to find better for you and your family...seriously!
• Time to Spend- Generous paid time off (PTO) puts you in the driver's seat for how you'll use your time.
• Better Health Through Better Living-We believe healthy employees are happy employees. We have a diverse wellness program that provides support and resources for financial and mental wellbeing, as well as reimbursement for wellness related products such as gym memberships, tennis shoes, and much more!
• When Life Hands You Lemons - GLE knows that sometimes life doesn't go as planned. We offer benefit plans to help soften the blow of the unexpected. Life insurance and short- and long-term disability insurance packages are paid for by GLE.
• More Time with Your Baby - New parents get time off to bond with their new bundle of joy. Parental leave benefits provide two weeks of family-friendly paid leave for moms and dads to bond and care for their growing families.
• Never Stop Learning - We hire our employees for a reason, and we want to keep them around. We also want to be an industry leader, so we will train you while you work. If you want to further your career and education, or job shadow a different position, we do that too.
• Keep it Casual- When you work for us, you work in comfort. Smart casual dress code is the norm in our office.
• Remote Work - Few silver linings come from a pandemic, but we count our Remote Work Program among them. Once fully trained, member support representatives may be able to work from home occasionally on a rotating schedule.
• Riding Off Into the Sunset- Your future is important to us and we have the numbers to prove it. We have two retirement savings plans for eligible employees, with participation rates off the chart! A traditional pension and a 401k option? Yes please!

Great Lakes Energy is an equal opportunity provider and employer.