Member Services Representative

Dakota Electric Association is a member-owned electric cooperative serving over 117,000 members. Ranked among the 25 largest electric distribution cooperatives in the nation, we are located in Farmington, MN, and pride ourselves on a strong culture that values employee contributions.

Benefits

• 401(k) and Roth 401(k) with a 6% employer contribution plus matching up to 4%
• Medical, dental, and vision coverage
• HSA and FSA options
• Employer-paid life insurance and long-term disability
• Short-term disability and other voluntary benefits
• Tuition reimbursement
• Wellness reimbursement
• Vacation, sick, and personal leave

Pay

$25.35 - $28.97/hour

About the Role

Establish and maintain strong working relationships with the cooperative’s members. Provide immediate, accurate, and courteous member service while coordinating follow-through with other departments to ensure complete member satisfaction. Key areas include promoting marketing programs, product sales, member service, credit and collections, electronic funds transfer (EFT), budget billing, billing rates, assistance programs, and regulatory compliance.

Communicate with members via phone, email, mail, in-person, fax, and online chat. Work in a call center environment using a member information system program.

Responsibilities

• Comply with Dakota Electric Association’s safety and operating rules, policies, procedures, and guidelines. Report unsafe practices or hazards to supervisors or management.
• Resolve member inquiries related to billing, meter reading, adjustments, consumption, homestead letters, loans, tax exemption, energy conservation, credit and collections, assistance programs, EFT, payment arrangements, medical emergencies, capital credits, and budget billing.
• Direct calls to the appropriate department when inquiries fall outside the scope of this role.
• Market energy conservation programs and services to residential and commercial/industrial members.
• Process requests for establishing or terminating electric service, including advising members on procedures, charges, and rates. Update and close service orders as needed.
• Answer the outage queue during business hours and provide support for the energy services phone queue as needed.
• Assist with special events such as the annual meeting, Zoo event, Home and Garden shows, and fair booths.
• Perform non-phone duties, including processing budget billing and EFT accounts, updating owner/complex information, handling faxes, member correspondence, online form submissions, mail returns, and making reminder calls to overdue accounts.
• Mentor new member service representatives as assigned.
• Provide backup support for other positions, mail handling, and special projects as needed.

Requirements

• High school diploma or equivalent
• Two years of customer service experience, preferably in a call center environment
• Ability to type 50 words per minute accurately

Preferred Qualifications

• Related vocational training
• Bilingual in English and Spanish