Member Services Representative – Level 1

About the role

Steele-Waseca Cooperative Electric (SWCE) is seeking a professional and service-oriented Member Services Representative to support members in person, telephone and by electronic communications. This role serves as a key point of contact for member questions, account assistance, billing inquiries, and high-usage concerns while delivering accurate, courteous, and timely service. This position also assists with the planning, development, and administration of programs that support the Cooperative's membership and system growth.

Responsibilities

• Provide welcoming and professional service to members in person, email, and telephone.
• Respond to inquiries accurately, professionally, and in a timely manner.
• Explain account information, billing details, payment options, and applicable service procedures clearly and accurately.
• Explain and promote Cooperative programs, services, rates, and policies; resolve routine concerns and coordinate with appropriate personnel to ensure effective problem resolution.
• Assist members with questions regarding unusually high usage and help identify appropriate next steps or available resources.
• Document member interactions and update account information using applicable systems.
• Protect member information and follow established organizational policies and procedures.
• Support billing and collections activities (including delinquent account communications and pay arrangements) and provide information on energy assistance programs and Cold Weather Rule requirements, as applicable.
• Respond to questions regarding capital credits and load management programs; assist with associated processes (e.g., estates, name changes, transfers, applications, and related documentation).
• Contribute to continuous improvement by supporting updates to member service procedures, workflows, and related tools.

Requirements

• At least two years of experience in customer or member relations, communications, office support, or a related area.
• Previous member service, utility, billing, or office experience preferred.
• Excellent oral and written communication skills, including the ability to work effectively with people experiencing difficult circumstances.
• Technical knowledge in digital customer data platforms (preferably NISC & MDM software) and Microsoft office products including Word, Excel, and Outlook.
• Demonstrated commitment to member service at all times, working well with others to provide quality, efficient, and courteous service to all members and team members.
• A basic knowledge of electrical applications for residential heating, cooling and general use is desired.
• Knowledge of electric rates structures and the Cooperative Principles is a plus.

Schedule

This position is scheduled for 30 hours per week:

• Monday–Thursday: 10:00 a.m. to 4:30 p.m.
• Friday: 9:00 a.m. to 3:30 p.m.

This position includes a six-month probationary period.

Working Conditions

This is an on-site position in a normal office environment. While performing the duties of this job, team members are regularly required to sit for extended periods of time, walk and stand; communicate in person and by telephone; use hands and fingers to handle, feel, or operate standard office equipment; reach with hands and arms; and lift up to 40 pounds. Required vision abilities include close and distant focus. The noise level is usually quiet to moderate, although occasional loud sounds and distracting noise may occur. The position interacts with members, team members, contractors, and the general public through various means of communication. Travel away from the office is anticipated to be less than 5%, although this may change. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the job.

Benefits

SWCE offers a comprehensive benefits package that includes:

• High-deductible health plan coverage with an employer-funded Health Savings Account and Health Reimbursement Arrangement
• Life, accidental death and dismemberment, business travel accident, long-term disability insurance
• 401(k) retirement plan with employer contributions
• Paid time off, extended illness benefits, paid holidays, and other paid leave
• Education and professional development benefits
• Access to voluntary benefits, including supplemental insurance, legal services, and identity-theft protection

Eligibility and benefit terms apply.

Pay

The starting hourly range for this