Member Services Representative

DESCRIPTION

The Member Service Representative (MSR) provides front-line support in a pleasant, courteous and informed manner to all people who visit or contact the Cooperative, making sure each person is treated and assisted in a professional and timely manner. This position assists with account inquiries, processes payments, and maintains a cash drawer. This position is an essential part to maintaining positive member relations and promoting the cooperative’s mission and values.

ESSENTIAL AREAS OF RESPONSIBILITY

*Duties listed below may be divided up among employees in this position into varying levels of primary responsibility

Serve as the first point of contact for members and visitors via phone, email, and in-person interactions, consistently maintaining a professional appearance and positive, courteous and friendly demeanor in accordance with company standards

Promptly answer incoming calls in a professional manner and efficiently route them to the appropriate employee or department, as needed, including during outages and peak service periods

Assist electric and propane members with processing payments, new service applications, service orders, billing and usage inquiries, payment arrangements and adjustments, account updates, capital credit inquiries, account transfers, service concerns, account terminations, and disconnections in accordance with cooperative policies

Process all payments received, prepare and process cash receipts, deposits and records, and prepare and submit bank deposits and remit files, daily

Create, process, and track service orders—including connects, disconnects, meter changes, investigations, and account updates—ensuring accuracy, timely distribution to appropriate departments, timely resolution and escalation when needed, and proper completion and documentation

Maintain and balance cash drawer daily, in accordance with cooperative policies and procedures

Receive, document, and resolve member complaints by following established procedures, researching issues, coordinating with internal departments, and ensuring timely, professional resolution is communicated to all individuals involved

Follow established procedures for service disconnections, including providing required notices to members, verifying account status, documenting actions, and coordinating with field personnel to ensure safe and accurate disconnects

Inform members of cooperative programs available, including energy efficiency initiatives, outage reporting procedures, load management programs, and billing/payment options

Collaborate effectively with all departments and provide administrative support as needed to ensure smooth daily operations

Follow established procedures to ensure compliance with cooperative policies, regulations, and privacy requirements

Participate in continuous improvement efforts by identifying process inefficiencies, offering suggestions for enhancing member service, and supporting initiatives that improve operational effectiveness and member satisfaction

Learn and maintain proficiency in iVUE Service system and other company-specific software

Other duties as assigned

EDUCATION/EXPERIENCE REQUIREMENTS

High School Diploma or satisfactory GED equivalent required

2 or more years’ experience in member service preferred, utility or rural electric cooperative experience is a plus

Experience with office software and customer information systems preferred

KNOWLEDGE, SKILLS, ABILITIES

Must have strong interpersonal, verbal, non-verbal, and written communication skills, with a customer-first mindset

Must be detail-oriented with strong organizational skills

Bilingual proficiency in English and Spanish beneficial

Ability to handle difficult conversations calmly and professionally

Must be proficient with MS Office Suite, and be willing to learn and become proficient with other software as needed

Must be able to use office equipment (i.e. phone, computer, keyboard, copier, printer, fax machine, etc.)

Willingness to learn cooperative industry standards and practices

Must be able and willing to attend meetings, training, conferences to maintain up-to-date knowledge of cooperative services and technologies that may require travel and/or overnight stays

Must have ability and willingness to work overtime as needed and/or required

Must always represent the Cooperative with professionalism, including but not limited to during all member and community interactions, while driving a company vehicle, while wearing company logoed apparel

Must possess personal qualities of integrity, credibility, and dedication to the seven cooperative principles and the core values and mission of RushShelby Energy

WORKING CONDITIONS / PHYSICAL DEMANDS

Primarily office-based role with regular member interactions

Frequent sitting for extended periods while working at a computer and/or assisting members by phone

May occasionally involve light lifting of materials or office supplies

Must be able to assist during emergencies and major outages, which may require extended or irregular hours

Application deadline: February 26, 2026.

RushShelby Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.