Member Service Representative

It takes a variety of skills to develop new technologies and infrastructure to keep the electric grid strong and serve more than 12,500 consumer-members in the Itasca-Mantrap area. We look for individuals that will assist us in creating a brighter future for all! Itasca-Mantrap will accept resumes for open positions.
Qualified professionals will find we have a lot to offer: competitive wages and excellent benefits, including medical, dental, 401(k), and short & long-term disability. Itasca-Mantrap is financially strong and well-respected cooperative with close ties to our members and community.

OPEN POSITIONS:

Key Responsibilities:

• Understand all the Cooperative’s programs, services, plans, and objectives.  Communicate this information with members, contractors, internal team members, and any other stakeholders.
• Participate in evaluating, formulating, and implementing programs, policies and procedures to achieve the Cooperative’s mission and goals.
• Communicate with members about delinquent accounts.
• Provide information on energy assistance and the Cold Weather Rule.
• Act as an advocate for the Member in facilitating settlement of Member accounts, including but not limited to pay arrangements.
• Assist Members with necessary forms for new service and service alteration applications.
• Provide Member service, including listening and responding courteously to Member comments and complaints, effectively resolving any problems within the scope of this position, and referring specific problems and inquiries to appropriate Cooperative personnel.
• Prepare Member transfer requests.
• Prepare service orders as required.
• Participate in Member-related events and activities.
• Answer questions regarding capital credits, including assisting Members with the estate process, name changes and transfers.
• Answer questions about residential and small commercial load management programs and rates, accept applications and process paperwork associated with load management accounts.
• Assist with clerical support, front desk reception help, assisting Members, and other duties as necessary.
• Other duties may be assigned to maximize flexibility and efficiency. To encourage cross training, team members may be assigned additional duties as deemed necessary by Management.

Job Criteria:

• At least two years of experience in an area such as customer or member relations, communications, marketing or office support

• Excellent oral and written communication skills and be able to deal effectively with people who may have difficult circumstances. 
• Technical knowledge in digital customer data platforms (preferred NISC software) and Microsoft office products including Word, Excel, and Outlook.
• Demonstrated commitment to member service at all times, working well with others to provide quality, efficient, and courteous service to all member and team members.
• A basic knowledge of electrical applications for residential heating, cooling and general use is desired. 
• Ability to demonstrate empathy and timely responsiveness.
• Knowledge of electric rates structures and the Cooperative Principles is a plus.