Member Care Representative (Level I)

Join Our Team at Nueces Electric Cooperative!

At Nueces Electric Cooperative, we take pride in fostering a workplace where employees feel valued, supported, and excited to grow. We're more than just a utility-we're a team driven by innovation, collaboration, and a commitment to serving our community.

We are currently hiring for a Member Care Representative (Level 1) within our Member Care Department at our Robstown/Calallen, TX location. These roles are well-suited for experienced customer service and detail-oriented professionals capable of thriving in a dynamic environment. Candidates with strong backgrounds in customer service or the utility sector or those who believe their skills would add value to our team are encouraged to apply.

At NEC, we believe in taking care of our employees. We offer a comprehensive benefits package that includes medical coverage, retirement plans, paid holidays, vacation and sick leave, and life insurance.

If you're looking for a fulfilling career with a company that values its employees and the communities we serve, apply today and become part of the NEC family!

Member Care Representative (Level 1)

Job Details

- Employment Type: Full-time

- Classification: Non-Exempt

- Reports to: Member Care Manager

- Industry: Electric Utility

Primary Responsibilities

The Member Care Representative (Level 1) serves as the first point of contact for current and prospective members, providing prompt and accurate assistance on service applications, billing inquiries, payment processing, new construction requests, and general Cooperative information. This role ensures high-quality, welcoming service by maintaining thorough knowledge of Cooperative systems and processes. The Representative also provides cross-departmental support to ensure efficient service delivery.

Essential Job Functions

- Greet and assist members in person and by phone, providing accurate information and resolution for inquiries related to: Account status, Energy usage, new service applications (residential and commercial), Disconnection or transfer of service, Budget billing enrollment, and Capital Credits.

- Process and post daily payments from all sources (Remittance-OBI, Lockbox, Paystation, ACH), Explain billing statements and investigate high-bill complaints using IVUE and SmartHub tools, Coordinate with payment assistance agencies to verify member billing and apply payments, Process refunds, adjustments, and account corrections in accordance with established policies.

- Facilitate the new construction service process by reviewing applications, communicating the process steps to members, creating and managing work orders and staking deposits, and assigning Design Technicians based on service area. .

- Update member contact and personal information upon request, create and manage service orders for connects/disconnects, ensure enrollment accuracy, document all member interactions via the contract tracking system, ensure all official documents are scanned and attached to member accounts, prepare and distribute digital membership certificates and welcome letters.

- Provide administrative support as required to include Capital Credits administration, training, and all other duties as assigned.

Minimum Qualifications

- Associate degree, with 1–2 years of relevant experience in utility billing, customer service call center, or a similar role. A combination of equivalent education and directly related experience will be considered.

- Technical Expertise & Skills:

- Strong verbal and written communication skills.

- Proficiency in Microsoft Office applications, including Outlook, Excel, and Word. Ability to learn computerized utility customer systems during training.

- Working knowledge of basic math, including percentages, ratios, and graphs.

- Must be available for occasional travel within the NEC service area to other service centers.

Preferred Qualifications

- Prior experience in utility billing, customer service call center, or a similar roles preferred

Licenses & Certifications

- Valid Class C Texas Driver's License

About Nueces Electric Cooperative (NEC)

Nueces Electric Cooperative (NEC) is more than a non-profit, customer-owned, at-cost electric utility. Founded in 1938, NEC serves over 19,000 electric meters across eight South Texas counties near the beautiful Texas Gulf Coast. NEC is a pioneering cooperative in the industry, becoming the first electric cooperative to voluntarily deregulate in 2005. Today, NEC Retail serves over 32,000 consumers across Texas, offering competitive electric service.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.