Member Service Specialist

Choptank Electric Cooperative•Salisbury, MD

1d•Onsite

About The Position

Choptank Electric Cooperative is a member-owned electric distribution utility serving Maryland's Eastern Shore. The Member Service Specialist delivers service to Cooperative members by helping them navigate accounts, answering questions, resolving concerns, and explaining available products and services. The role handles member inquiries and account needs through phone, in-person, and written communications; maintains account information; follows up on unresolved concerns; and supports Cooperative office operations, programs, and events. The position works in an office environment with frequent telephone interaction and occasional in-person assistance to members and visitors. Work schedules are set within Member Services telephone operating hours and may vary based on workload, special projects, or training. Availability to work at any hour during emergency conditions is required. Employment is contingent upon successfully passing a physical examination and drug test.

Requirements

At least three years of general office experience.
Working knowledge of general office procedures and personal computer applications.
Ability to learn and maintain a thorough understanding of the Cooperative's programs, processes, services, rates, and department functions.
Strong customer service and interpersonal skills, including the ability to handle challenging situations with patience, professionalism, and courtesy.
Excellent written and verbal communication skills and the ability to maintain a professional image.
Ability to accurately enter information into a computer while communicating with members over the telephone.
Strong attention to detail and the ability to manage multiple tasks while maintaining accurate records.
Ability to maintain confidentiality and exercise discretion when handling member and account information.
Strong organizational and problem-solving skills, with the ability to recognize recurring concerns and recommend service improvements.
Ability to collaborate effectively with colleagues and assist with training others as needed.
Ability to perform essential job functions, including seeing, hearing, walking, sitting, bending, and lifting or carrying loads averaging 20 pounds.
Availability to work at any hour during emergency conditions.
Successfully pass a physical examination and drug test as a condition of employment.

Nice To Haves

High school diploma or equivalent preferred.
At least two years of customer service experience preferred.

Responsibilities

Assist members with billing questions, service requests, account adjustments, payment arrangements, capital credits, deposits, budget billing, rates, membership, and other account-related needs.
Provide prompt, courteous, and accurate responses to member inquiries by phone, in person, and through written correspondence.
Maintain accurate and timely member account information and document interactions in the Cooperative's database.
Monitor member concerns and follow up on outstanding questions or issues to ensure resolution.
Process payments received by mail and assist members, vendors, and visitors who come to Cooperative offices.
Make outgoing calls as needed for collections, member surveys, account updates, and promotion of Cooperative programs, products, and services.
Communicate outage information promptly to System Control.
Identify trends in member feedback and recommend improvements to communication, procedures, training, and service delivery.
Assist members with questions about subsidiary services, ancillary offerings, and special programs.
Develop and maintain positive working relationships with members, colleagues, vendors, and other external contacts.
Assist with training colleagues as needed and support Cooperative events, including the Annual Meeting.
Perform other duties as assigned.