Member Services Representative

Duck River Electric Membership Corporation•Decherd, TN

4d•Onsite

About The Position

Duck River Electric Membership Corporation (DREMC) is seeking a Member Service Representative. DREMC is a member-owned electric cooperative serving approximately 2,500 square miles across 17 counties in southern middle Tennessee. The Member Services Representative acts as the primary point of contact, delivering exceptional service through in-person, telephone, and online channels. This role supports the organization’s mission by ensuring a positive member experience through prompt, accurate, and courteous service, while consistently adhering to organizational policies and values.

Requirements

A High School diploma or equivalent is required.
Must possess or be able to obtain a valid Tennessee Drivers’ License.
A broad understanding of the utility industry is desired.
Aptitude to gain an in-depth knowledge of the customer service, accounting and customer billing functions related to the electric utility business model.
Possesses excellent oral and written communications skills and ability to deal with members.
Familiar with standard technologies of modern business including but not limited to personal computers, billing software, multifunction printers, email, MS Office Suite or similar productivity software, etc.

Nice To Haves

Previous experience in utilities, accounting, banking, or other office related businesses is preferred.
Certificates relevant to customer service and accounting are preferred. (e.g. TVPPA Certificate of Customer Service)

Responsibilities

Successfully complete all mandatory training programs designated for the Member Services Representative role.
Consistently uphold high standards of performance and deliver exceptional service.
Fulfill temporary assignments at other DREMC offices as required to support organizational needs.
Demonstrates intellectual curiosity and professionalism, guided by sound business judgment and aligned with the best interests of Duck River Electric Membership Corporation (DREMC).
Delivers exceptional member service by effectively responding to inquiries and resolving account-related concerns with efficiency and courtesy.
Welcomes members, processes payments, disburses funds, and accurately records all monetary transactions in accordance with established procedures.
Maintains a balanced cash drawer and ensures the accurate handling and reconciliation of all financial transactions.
Answers incoming calls with professionalism and courtesy, aiming for first-call resolution while clearly and accurately communicating DREMC policies and procedures.
Performs efficient and precise member account management, including account creation, updates, and closures.
Demonstrates a thorough understanding and application of DREMC’s policies, procedures, By-Laws, Rules and Regulations, and rate schedules.
Coordinates billing and collection activities in collaboration with relevant personnel, adhering to defined schedules and procedures.
Compiles, reconciles, and balances daily cash receipt vouchers to ensure financial accuracy and accountability.
Develops working knowledge to create and process service orders, including connections, disconnections, reconnections, and other member service requests.
Acquires proficiency in dispatching service orders to field personnel using mobile technology and established communication protocols.
Promotes awareness and utilization of DREMC member programs, mobile applications, payment options, and other value-added services.
Assists with the preparation, review, and completion of various reports related to office and operational activities.
Maintains strict confidentiality and handles member interactions with sensitivity, professionalism, and diplomacy.
Follows established protocols to initiate electric service, including accepting applications, generating service orders, and performing all related tasks to establish new memberships.
Emergency response coverage as needed.