Member Services Representative

Member Services Representative Objectives The Member Services Representative is responsible for delivering excellent member service by accurately managing billing processes, addressing inquiries professionally, and resolving account issues promptly, all while supporting the cooperative's mission to provide reliable, affordable electricity and uphold the values of community and member ownership. Duties and Responsibilities

• Respond positively to supervision and collaborate effectively within a team environment.
• Maintain professional and courteous interactions with colleagues and cooperative members.
• Manage work effectively within established deadlines and time constraints.
• Acquire the knowledge necessary for high-quality service, ensuring accurate and timely processing of requests and transactions.
• Learn to handle service inquiries via phone, electronically, or in person.
• Uphold confidentiality in all office-related matters.
• Encourage members to participate in cooperative programs.
• Become proficient with computer applications, including NISC software and vault storage systems.
• Attend and assist with annual and monthly billing service meetings, contributing to discussions as needed.
• Effectively communicate board meeting objectives and provide weekly updates on billing service priorities.
• Willingness to travel to NCE (Attica) office for training/coverage on an as needed basis. Specific Tasks

Cycle Billing:

Perform spot checks on residential rates in test files, process budget billing account listings, verify meter register rates, and handle AutoPay and E-Bill enrollments.

Member Records:

Update addresses, manage service orders for moving members, mail applications and welcome packets, notify members of declined payments, and enter program credits.

Member Services:

Address member inquiries, understand rate schedules and cooperative services, manage budget billing accounts, assist with SmartHub issues, and update calendars with meetings and events.

Payment and Cash Handling:

Manage office opening and closing, receive and process payments, prepare daily reports and deposits, handle mail, process remittance payments, and assist with rejected payments and payment inquiries. Specifications Education & Experience

• A high school diploma or GED is required; an associate or bachelor's degree in business, accounting, or communications is preferred.
• Two or more years of experience in customer service, call centers, and/or the utility industry are highly preferred.
• Previous experience with billing systems, cash handling, or account management is a plus.
• Relevant military experience may substitute for education or training. Competencies
• Proficiency in computerized billing systems and internal controls.
• Understanding billing services, such as records, credits, collections, and payments.
• Proficient in Microsoft Office applications
• Establishing positive internal and external relationships.
• Strong oral and written communication abilities.
• Logical judgment and sound decision-making.
• Capacity to organize, prioritize, and multitask efficiently, coordinating projects with others to meet deadlines and budgets.
• Creative problem-solving skills for operational consistency and adherence to policies. Required Qualifications
• Valid Ohio driver's license.
• Proficiency in English communication. Work and Safety Environment
• Standard office setting with occasional weekend, evening, and travel requirements.
• Ability to work extended hours during emergencies.
• Awareness of office safety practices.
• Ability to lift up to 40 pounds, move within an office and across various terrains, and stand, walk, or sit for extended periods.
• Frequent use of computer equipment for extended periods.
• Operate cooperative equipment following FESCO policies and safety guidelines, consulting with senior management when necessary.
• Adherence to all FESCO policies, procedures, and safety rules related to billing services.

Reporting Structure Reports directly to the Assistant Manager of Billing. Additional Information This position description details the essential duties and expectations for the role. Additional responsibilities may be assigned as needed. The company reserves the right to change position duties at any time. This document does not constitute a contract of employment, nor do the stated training timelines guarantee employment for a specific period. North Central Electric Cooperative and Lorain Medina Rural Electric Cooperative are equal opportunity employers, including individuals with disabilities and veterans.

Job Type:

Full-time Pay:

$22.43 - $25.64 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance Application Question(s): Are you 20 miles or less from Spencer, Ohio (44275)?

Education:

High school or equivalent (Required)

Experience:

Customer Service:

2 years (Preferred)

Billing:

2 years (Preferred)

Work Location:

In person