Member Services Representative

Member Services Representative
Application Deadline: 5:00 pm on Tuesday, September 15, 2026
Union, Non-exempt, Full-Time
IBEW Union Position - Starting Wage: $28.38 per hour with step increases up to $30.90 per hour.
Location:Kalispell, MT (Onsite)

All Offers of Employment Conditioned on Pre-employment Drug Screening and Background Check and are Subject to a One-Year Probationary Period of Employment.

POSITION SUMMARY Primary responsibilities include serving as the initial contact for members via phone, walk-in or drive-thru, initiating service to new members, answering a variety of member questions, handle a variety of member account transactions, maintaining files on prospective and active members, collecting deposits and payments.

REASONABLE ACCOMMODATIONS STATEMENT
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

1. Assist members with a variety of questions and needs, to include, but not limited to:

1. Initiate and process service orders for transfers, connects, disconnects, disconnects for non-pay, retirements, and system related maintenance and repairs; thoroughly inform new members of Cooperative policies and procedures.
2. Resolve member billing questions, high bill complaints, and provide other information as requested; involve other department personnel when needed.
3. Collect advance payments, other fees, and billing payments; issue appropriate receipts. Obtain credit history before processing new members by running Red Flag Alert Checks. Check the system for any uncollectible or disconnect for non-payment. If any payment owed, collect and charge FEC advance payments and obtain a receipt for payment at credit bureau.

1. Assist members with delinquent bills and making pay arrangements or research payments; inform the Collections Assistants of potential disconnects for non-pay.
2. Using the weekly summaries, update service orders and take appropriate action on unpaid advance payments in a timely and efficient manner.
3. Obtain a signed landlord contract on rental/leased property; update information when needed.
4. Assist and educate members with the following programs:

1. Energy Assistance.
2. Energy Service.
3. Information Technology.

1. Serve as the initial contact to members and the public providing friendly, helpful and professional services at all times. Assist the individual when possible with the more basic items like changes to the member or Accounts Receivable screens on single accounts. This may include but is not limited to; assistance in changing addresses, names, phone numbers, simple pay arrangements (extending due dates), providing credit letters or consumption history, adding authorized parties to the account, or setting up auto pay or budget billing in appropriate situations. Research payments. All changes will be sufficiently documented in contact tracking on the member’s account.
2. Direct the public/members to the appropriate employee if that individual needs more assistance than can be provided by the Front Office Staff.
3. Daily, receive and accurately process payments from members at the counter, drive-in window, mail, drop boxes, electronically etc.
4. Daily, balance the cash drawers and remittance processor, reporting the deposit amount and any offages to the Member Services Administrator or Member Services Supervisors. Check cash drawers often throughout the day to ensure enough cash/change is available to service the members. Prepare the bank deposit daily using the reconciliation sheet to ensure accuracy.
5. When using the cash drawers, handle cash appropriately to ensure security.
6. Open, process and deliver all mail. Working returned mail as needed.
7. As needed, maintain the filing system for payment batches, member correspondence and accounts payable check copies. Ensure documents are filed property and retained according to retention schedules.
8. Keep office supply room organized and stocked (as assigned).
9. Always assist members/vendors/employees and the general public in a courteous and professional manner ensuring their continued satisfaction with FEC. Work in harmony and show respect to all fellow employees in order to promote an effective and pleasant working environment.
10. Maintain ongoing communication with supervisor regarding situations requiring immediate attention, problems/concerns, questions, etc.
11. In pursuit of zero workplace incidents, promotes and maintains a positive safety culture while adhering to all applicable policies outlined in the Safety Manual. Reports all incidents and potential safety hazards in a timely manner to supervisor or Safety Coordinator.
12. Become familiar with and keep current with FEC objectives and applicable policies.
13. Performs other duties as assigned by management applying the same skill and enthusiasm as with regularly assigned responsibilities.

MINIMUM POSITION QUALIFICATIONS Education: High School Diploma or equivalent.
Job Related Experience: 1 to 4 years in a public contact position, preferably with money handling responsibilities.

Supervision: No Experience Supervising Required.
Computer Skills: Proficient on 10-key and computer, including Microsoft Office 365.

Certificates & Licenses: None required.

Other Qualifications:

• Valid Montana Driver’s License and be insurable to drive FEC vehicles.
• Present a professional appearance at all times.
• Be a team player with effective verbal and written skills.
• Able to travel occasionally out-of-area and/or overnight.
• Able to work 40 hours per week.
• Assume responsibility without direct supervision, display initiative and exercise good judgment.
• Legible handwriting.
• Basic math skills required.
• Be organized, accurate and exercise strong attention to detail.
• Possess proven ability to maintain confidentiality.
• Exhibit excellent member relations and customer service skills and be able to relate one-on-one.
• This position is required to join the Union and is covered under the current CBA.
• Work schedule as defined by the Union contract, with overtime as required.
• Able to effectively coordinate and follow office process and procedures.

PHYSICAL DEMANDS (Based on an 8 hour work day) Stand F (Frequently) Walk F (Frequently) Sit F (Frequently) Handling / Grasping F (Frequently) Reach Outward F (Frequently) Keyboarding  F (Frequently)  Speaking  F (Frequently)  Vision  F (Frequently)  Hearing  F (Frequently)  Reach Above Shoulder R (Rarely) Foot or Leg Controls  N (Not Applicable)  Climb N (Not Applicable) Crawl N (Not Applicable) Squat or Kneel N (Not Applicable) Bend N (Not Applicable) Drive N (Not Applicable) Lift/Carry 10 lbs. or less. O (Occasionally) 11-25 lbs. R (Rarely) 26-50 lbs. N (Not Applicable) 51-100 lbs. N (Not Applicable) Over 100 lbs. N (Not Applicable) Push/Pull 10 lbs. or less. N (Not Applicable) 11-25 lbs. N (Not Applicable) 26-50 lbs. N (Not Applicable) 51-100 lbs. N (Not Applicable)
N (Not Applicable) Activity is not applicable to this position
R (Rarely) Position requires this activity up to 5% of the time (0 - 2 hrs./day)
O (Occasionally) Position requires this activity up to 6% - 33% of the time (2 - 4 hrs./day)
F (Frequently) Position requires this activity from 34% - 66% of the time (4 - 6 hrs./day)
C (Constantly) Position requires this activity more than 66% of the time (8+ hrs./day)

WORK ENVIRONMENT
Will be working mostly indoors but will occasionally be required to participate in activities outdoors in all types of weather and terrain.

As a cooperative, Flathead Electric is owned by the members who get their power from our Co-op, which includes everyone in the Flathead, Libby and Cooke City areas of Montana. That means the employees are members and own the cooperative too. We treat every member like family and friends, because they are.

For 85 years, Flathead Electric Cooperative has been an employer of choice in Northwest Montana. As part of the National Rural Electric Cooperative Association (NRECA), Flathead Electric provides competitive pay, exceptional benefits including a retirement plan, a matching 401K, and generous health/dental/vision/disability insurance. We try to incorporate fun into our workdays, host employee family events throughout the year and provide opportunities for our employees to help the Board of Trustees shape the future of the Co-op by participating on exploratory advisory groups an, innovative pilot projects.

We believe in hiring the best and promoting from within. Flathead Electric provides on the job training and offers an education reimbursement program for those employees wishing to better their education to pursue opportunities at our Co-op. Flathead Electric is an equal opportunity employer. Flathead Electric Cooperative does not discriminate in employment on account of race, color, creed, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, political belief, physical or mental disability, military status or unfavorable discharge from military service, or retaliation.

Some positions are “safety sensitive,” some require a CDL, and all have access to confidential member information at times. Therefore, we screen our applicants thoroughly. All employment offers are contingent upon passing a limited background check and a drug screening appropriate for the position. Once hired, employment is subject to a one-year probationary period, during which time employment may be terminated with or without cause and with or without notice.

By submitting this application, the applicant affirms that information provided is true and complete information, no requested information has been concealed, and Flathead Electric Cooperative is authorized to contact references provided for employment reference checks. If any information provided is found to be untrue, or concealed, employment may be denied or terminated.