Member Service Representative

Member Service Representative I – II – III

Classification: Non-Exempt

Salary Grade/Level/Family/Range: I-2, II-5, III-7

Reports to: Department Coordinator

Date: 07/30/2015

Revised: 10/3/18, 04/25/22, 09/19/22, 02/28/25, 07/10/25

JOB DESCRIPTION

Summary/Objective

The Member Service Representative is responsible for providing exceptional service to the Cooperative's members by assisting with inquiries, processing transactions, and supporting various member service functions.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

Competencies

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

This is largely a sedentary role; however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear.

Travel

Periodic travel to state and local destinations, as well as some interstate travel is required.

Required Education and Experience

MSR-I

MSR-II

MSR-III

Preferred Education and Experience

MSR-I-II-III

Additional Eligibility Qualifications

EEO Statement

Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At-Will Employment Statement

This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.

This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Due to the nature of an electric and broadband utility, all employees are subject to working extended hours, holidays, nights, and weekends with or without notice. All employees of Aiken Electric Cooperative, Inc. may be required to work during the Annual Meeting. Additional duties or responsibilities may be assigned.

Signatures

This job description has been approved by all levels of management:

Manager____________________________________________________

HR_________________________________________________________

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Employee__________________________________ Date_____________

NRECA Electric Cooperative Employee Competencies

Business Acumen

Integrates business, organizational and industry knowledge to one's own job performance

Electric Cooperative Business Fundamentals

Understands and integrates cooperative principles and industry knowledge into daily practice.

Organizational Awareness and Alignment

Understands and supports the formal and informal decision-making structures and relationships in the organization.

Professional and Technical Credibility

Keeps current in area(s) of expertise and demonstrates competency within areas of functional responsibility.

Technology Management

Keeps current on developments and leverages technology in performance of job duties.

Safety Awareness

Applies core safety knowledge, skills and mindset to everyday work.

Interactions with Others

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Ethics and Integrity

Demonstrates personal and professional honesty and chooses ethical courses of action.

Interpersonal Awareness

Maintains constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Communication

Receives and conveys information to diverse audiences in diverse situations.

Collaboration and Teamwork

Works cooperatively and collaboratively with others to achieve collective goals.

Service Orientation

Demonstrates a desire and ability to serve and work in partnership with others (members, colleagues, stakeholders).

Respect and Appreciation of Differences

Recognizes, respects, and adapts to others' differences in order to work effectively.

Resourcefulness And Accountability

Takes responsibility for accomplishing work objectives and delivering business results.

Self-Management

Demonstrates resiliency and manages own time, priorities, and resources to achieve goals.

Flexibility and Innovation

Is adaptable and contributes creative ideas and solutions to meet changing business needs.

Results Oriented

Strives for excellence in achieving business outcomes.

Influence and Negotiation

Manages challenges in a constructive manner and reaches compromises, gains support and strives for win-win solutions.

Critical Thinking and Decision Making

Uses objective analysis and evaluation to make decisions and implement solutions.

Continuous Learning and Development

Displays curiosity and an ongoing commitment to learning and self-improvement.