Member Care Representative I

About the role

The Member Care Representative is a dynamic position that supports our co-op members. The position deals directly with developing member account relationships and processing account inquiries in a fast-paced call center environment.

Responsibilities

• Process service orders, forms, applications and requests
• Create and maintain member account information as appropriate
• Acknowledge and resolve member-related concerns
• Maintain confidentiality of member information and documentation
• Receive incoming calls and assign them to the appropriate departments
• Promptly respond to member inquiries with solutions
• Communicate efficiently with members through multiple channels
• Establish a professional member relationship and ensure a positive member experience
• Document all member interactions clearly and accurately in internal systems
• Navigate multiple systems simultaneously to research and resolve member inquiries
• Other duties may be assigned as needed

Requirements

• Maintain a positive, empathetic and professional attitude at all times
• Demonstrate excellent telephone etiquette skills
• Demonstrate exceptional verbal communication skills
• Write professional emails and letters
• Punctuality and consistent work attendance are expected
• Ability to work overtime and flexible shifts
• Ability to work in a fast-paced environment
• Excellent computer skills with reasonable speed and accuracy
• Experience with Microsoft Office programs required
• Work in a team environment and independently
• Strong problem-solving and critical thinking skills
• Ability to multitask while maintaining accuracy and attention to detail
• Remain composed and professional in high-pressure or escalated customer interactions
• Show strong ownership of assigned tasks
• Be receptive to constructive feedback

Preferred Skills

• Electric utility experience
• Call Center background
• Bilingual skills are a plus

Education & Experience

• High School Diploma or general education degree (GED)
• Minimum of 2 years related experience or training