Member Services Representative

Dakota Electric Association is a member-owned, member-focused electric distribution cooperative, striving to exceed our member s energy expectations in a changing world. We are an equal opportunity employer and we believe that diversity of ideas, perspectives and backgrounds are essential to our business. As a Dakota Electric employee you would be an essential worker that would have a hand in serving our members. For additional information about Dakota Electric please visit: dakotaelectric.com.

Dakota Electric offers an extensive benefits package:

• 401(k) and Roth 401(k) with an employer contribution of 6% of an employee's base wage, plus matching contribution up to 4%.
• Medical, dental and vision coverage
• HSA and FSA
• Employer-paid life insurance and long-term disability
• Short-term disability and other voluntary benefits
• Tuition reimbursement
• Wellness reimbursement
• Vacation, sick and personal leave

Pay:

$22.33

Hours:

Monday - Friday 9:00am - 5:30pm

General summary:

Establish and maintain a good working relationship with the cooperative s members. Provides immediate, accurate and courteous member service, and coordinates necessary follow-through with other departments to achieve complete member satisfaction. Major areas include promoting marketing programs, product sales and services, member service, credit, and collections; electronic funds transfer (EFT), budget billing and billing rates and procedures, helping neighbors, transfers of service, assistance programs, and regulatory compliance. Member Services Representatives will communicate with members using various means of communication, including but not limited to phone, email, mail, in-person, fax, and online chat. Member Services Representatives work in a call center environment utilizing a member information system program.

Responsibilities:

• Comply with established Dakota Electric Association safety and operating rules, policies, procedures, and guidelines. Be responsible for reporting any un-safe practices and/or hazards to a supervisor, manager, Vice President or human resources. Be committed to and actively involved in Dakota Electric s safety programs, initiatives, and performance measures.
• Overall responsibility for resolving member inquiries including but not limited to, billing and meter reading, adjustments, consumption and usage, homestead letters, loans, tax exemption, energy conservation, credit and collections, assistance programs, helping neighbors, EFT, payment arrangements, medical emergencies, capital credits, and budget billing. Directs calls to the proper extension if not within the position's realm of responsibility.
• Market energy conservation and products and services programs to residential and commercial/industrial members of Dakota Electric Association.
• Process requests from current and prospective members who are attempting to establish or terminate electric service with Dakota Electric Association. Advises those members on procedures, charges and rates associated with receiving electric service. Processes, updates, and closes the associated service orders. Follows-up with associated duties.
• Responsible for answering the outage queue during regular business hours, providing support and processing information. Also responsible for supporting the energy services phone queue as needed.
• Assist in Dakota Electric Association special events. Includes but not limited to annual meeting preparation, Zoo event, Home and Garden shows, fair booth, etc. and is available to work if needed.
• Responsible for non-phone duties including processing, updating, researching, and maintaining budget billing and EFT accounts, owner/complex information, faxes, member account information, member correspondence, online form submissions, mail returns, and making reminder calls to overdue accounts. Note: Non-phone duties are rotated from pod-to-pod.
• May be assigned the responsibility of mentoring (buddy system) new member service representatives to ensure the position responsibilities are effectively carried out and understood.
• Responsible for providing occasional backup support for other positions during personnel shortages.
• Responsible for providing backup support for incoming, outgoing, and interoffice mail, and associated duties during personnel shortages.
• Performs other tasks and special projects as assigned.

Education and Experience:

High school graduate or equivalent is required. Relatable vocational training is desirable. At least two year s experience in a comparable position, preferably with a regulated utility and knowledge of member information systems. Each year of technical school or college education may be credited for one year of experience required.

Must be able to accurately type 50 words per minute.

Bilingual in English and Spanish preferred.

(All duties should be considered essential functions per the Americans with Disabilities Act.)