Member Service Representative

The Member Services Representative is responsible for providing outstanding service to all members by addressing inquiries, resolving issues, and ensuring member satisfaction. This position involves handling phone calls, emails, or in-person interactions, guiding members through various services, and maintaining up-to-date knowledge about the organization’s products and services. Key Responsibilities Customer Support : Respond to member inquiries regarding account information, products, and services through phone, email, or in-person interactions. Problem Resolution : Assist members in resolving issues related to their accounts, billing, and other services; escalate complex issues when necessary. Account Management : Process account updates, including changes in member information, service requests, and billing inquiries. Product Knowledge : Stay informed about the organization’s products, services, and policies to provide accurate and up-to-date information. Documentation : Maintain accurate and thorough records of all member interactions and transactions in the company’s database. Retention : Engage in proactive communication to retain members by providing helpful solutions and identifying additional services that might benefit them. Compliance : Adhere to company policies and procedures, as well as industry regulations. Team Collaboration : Work closely within the department and with other departments (e.g., technical support, operations) to resolve member issues and ensure a seamless experience. Location Schedule Standard business hours (e.g., Monday–Friday, 8:00 a.m.–4:00 p.m.) May require flexibility to work extended hours during peak periods (such as billing cycles, service interruptions, or emergencies affecting water service). Pay $20.00 - $25.00 per hour based on qualifications Available 1st of the month, following date of hire: Employer Paid Life Insurance: 2X annual salary Group Health Insurance (BCBS) – Employer Contribution $650/mo. Group Vision Insurance Group Dental Insurance Group Long-term Disability Group Voluntary Life Insurance Available after a 90-day introductory period: Paid Time Off, 40 hours annually Sick Time Off, 32 hours annually Volunteer Time, 16 hours annually Bereavement Time, up to 24 hours annually Available after 6 months of employment and 500 hours worked: 401k, with Employer Match up to 9% Quarterly Enrollment: January 1st, April 1st, July 1st, October 1st 100% vested after 6 years of employment Available after 1 year employment: 40 hours vacation Knowledge, Skills & Abilities Skills and Competencies: Communication : Ability to communicate effectively with members, explaining complex information in a clear and concise manner. Customer-Centric Attitude : A focus on providing exceptional service and ensuring member satisfaction. Multitasking : Ability to handle multiple inquiries and tasks efficiently. Problem Solving : Strong analytical skills to quickly address and resolve member issues. Adaptability : Ability to adjust to evolving procedures, policies, and member needs. Qualifications: High school diploma or equivalent (associate or bachelor’s degree preferred). Prior experience in customer service or member services (1–2 years preferred). Strong communication skills (both verbal and written). Excellent problem-solving skills and attention to detail. Proficiency with computer systems, including MS Office (Outlook, Word, Excel, SharePoint, OneNote) Ability to work in a fast-paced environment and manage multiple tasks. Work Environment and Physical Demands Primarily performed in an office setting with frequent use of a computer, phone, and other standard office equipment. Occasional visits to field sites, community events, or cooperative meetings may be required. Cooperative office is customer-facing, requiring frequent in-person interactions with members. Physical Requirements : Regularly required to sit, stand, walk, and communicate clearly. Frequent use of hands and fingers for typing, data entry, and handling paperwork. Occasionally lift or carry up to 25 pounds (such as records boxes or office supplies). Other Conditions : Must be comfortable handling confidential information responsibly. May encounter stressful situations during service outages, billing disputes, or emergencies and must maintain composure. Work is subject to deadlines and accuracy standards, particularly during billing cycles. #J-18808-Ljbffr