Member Service Advisor

Position Summary

The Member Service Advisor serves as a primary point of contact for cooperative members and the public, delivering accurate, professional, and empathetic service. This role supports the cooperative’s mission by promoting safe, efficient electricity use and educating members on rates, programs, and services. Strong communication skills, technical aptitude, attention to detail, and a member-focused mindset are essential.

Key Objectives

- Educate members on electricity usage, rates, and energy-saving opportunities.

- Increase understanding of cooperative programs, services, and responsibilities.

- Support cooperative operations, events, and cross-department initiatives.

Essential Duties & Responsibilities

- Analyze meter data, usage patterns, and billing concerns; investigate high bills and power quality issues.

- Assist with rate verification, service changes, and distributed energy resource (DER) inquiries such as solar or wind.

- Build and maintain relationships with key accounts and conduct periodic outreach.

- Educate members on incentives, rebates, loans, grants, load management, and energy efficiency programs.

- Provide timely, accurate member support via phone, email, in person, and digital platforms while maintaining data confidentiality.

- Assist with member communications, community outreach, and public presentations.

- Support operational, administrative, budgeting, and interdepartmental activities as needed.

- Maintain knowledge of cooperative procedures, safety practices, and emergency response expectations.

Qualifications & Competencies

- High school diploma or equivalent; valid driver’s license required.

- Minimum 2 years of customer service or technical service experience preferred; utility or cooperative experience a plus.

- Strong communication, problem-solving, and organizational skills.

- Ability to learn new technologies and customer information systems.

- Proficiency in Microsoft Office and related digital tools.

- Willingness to pursue ongoing training and professional development.

Physical & Performance Requirements

- Ability to work indoors and outdoors, lift up to 50 lbs., and manage high call volumes.

- Demonstrated professionalism, teamwork, accuracy, and commitment to member satisfaction and continuous improvement.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

- 401(k)

- 401(k) matching

- AD&D insurance

- Dental insurance

- Disability insurance

- Employee assistance program

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Vision insurance

Work Location: In person