Member Service Representative

Poudre Valley REA•Fort Collins, CO

About The Position

Poudre Valley Rural Electric Association is seeking a Member Service Representative who wants an exciting work atmosphere and to be a part of a team dedicated to exceptional service. The Member Service Representative plays a vital role in ensuring members of the Association receive exceptional service. Serving as the first point of contact, this position is committed to delivering a positive member experience through direct interaction with members to address their needs, resolve inquiries and offer information related to programs and services. The Member Service Representative fosters positive relationships through solution-based, member-focused service techniques.

Requirements

High school diploma or equivalent is required
Two years’ customer service experience in consumer services/billing office is required.

Nice To Haves

business school or college-level coursework in business is preferred.
Electric Utility, especially Cooperative, experience is preferred.
Microsoft Word, Excel, and Outlook experience is preferred.

Responsibilities

Build and Foster Relationships: Initiate and cultivate positive relationships with Poudre Valley REA members and colleagues to ensure ongoing positive interactions and experiences.
Member Inquiries: Serve as primary point of contact for member inquiries, whether received in person, via telephone, in writing, or from our after-hours call center. Address all interactions professionally and efficiently.
Payment Processing: Process all incoming payments received in person, by mail, drop box, Lockbox, and electronic payments with precision and within designated timeframes. This includes processing daily bank drafts, wire transfers, ACH payments, and balancing cash drawers. Process returned payments promptly and take necessary action for the collection of funds due. Notify members of returned payments and associated fees in a timely manner, ensuring transparency, and facilitating resolution of outstanding balances.
Comprehensive Member Service Support: Provide member service support for all services offered by Poudre Valley REA. Must demonstrate adaptability and productivity in responding to changes and be prepared to assist in other duties and responsibilities assigned by management to ensure the effective operation of the Association.
Service Order Management: Initiate and process various service order requests, such as transfer of service, connections, disconnections, energizations of new service, and other miscellaneous service orders, ensuring accuracy and completeness.