Member Service Representative (MSR) I

Department: Administration FLSA Classification: Non-Exempt Reports To: Member Services and Billing Manager Salary: $30.77/hour Location: Walsenburg, Colorado Date Reviewed: July 20, 2026 Job Statement Builds and maintains positive member relations by providing outstanding service to Association members in a courteous professional efficient manner. To be prompt, reliable and assure the maintenance of sound and exact consumer payment records for Cooperative and performing job responsibilities proficiently. Essential Functions Processes payments, bank deposits, and balances cash drawer daily with a high degree of accuracy. Initiates and processes service orders, including transfers of service, connects, disconnects, and other miscellaneous service order requests. Calculates member deposits based on credit history and unpaid balances. Inform members by telephone and/or written communication of deposits and fees to be paid before service connections. Informs new members of options available to waive deposit when applicable. Handles a large volume of customer inquiries over the counter, via telephone, and electronic channels daily, logging all customer communications into Contact Tracking software. Makes a concerted effort to be aware of and respond to the queue call volume, aiming to maintain a low percentage of abandoned calls. Performs front line communication with members and the general public, through in person, telephone, and electronic channels. Promotes and sells various products, having a working knowledge of products offered through our Energy Services department. Assists members in setting up initial new construction service and be familiar with the basics of the work order process. Effectively explains the Association’s policies, procedures, rules, regulations, and rates to members. Processes outage calls as needed. Promotes the energy efficiency rebate program and facilitates paperwork completion for program. Assists members with high-bill complaints. Assists members with setting up, trouble shooting, and learning all aspects of SmartHub. Accesses, revises, and updates information on member accounts, billing history, and all other member information, including name and address changes. Handles radio calls to and from field personnel as necessary. Completes general administrative duties, including preparing reports, filing, and copying. Equal Employment Opportunity Statement The Association is dedicated to the principles of equal employment opportunity. The Association prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race, sex, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable federal, state, and local law. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Minimum Job Specifications Education/Experience High school diploma or equivalent is required Job Specifications Cash handling experience, utility experience is preferred. Knowledge of NISC software or ability to learn. Ability to operate a personal computer and working knowledge of Microsoft Office. Microsoft testing score – minimum 70% Basic knowledge in Excel Spreadsheet and Excel Formulas. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires continuous sitting and use of keyboard/computer and occasional standing, walking, bending, climbing, kneeling, reaching, and occasionally lifting up to 25 pounds. Requires finger dexterity, good vision and hearing. Required to speak English clearly. On a daily basis, requires attention to detail; the ability to read, write, and perform basic math. Office equipment used frequently includes personal computers, related software, copier, printers, and fax machines. Certificates/Licenses: Valid drivers license Other Necessary Qualities Ability to express ideas clearly in both written and oral communication Teamwork skills Motivation and initiative Analytical problem solving Ability to manage complexity Honesty and integrity Interpersonal skills Strong work ethic Flexibility and adaptability Self Confidence Punctual work attendance Professional appearance and demeanor May be required to travel #J-18808-Ljbffr