Member Services Representative

WHO WE ARE

Dakota Electric Association is a member-owned electric cooperative that reaches more than 115,000 members. We are ranked among the 25 largest electric distribution cooperatives in the nation.

Located in Farmington, MN, Dakota Electric Association boasts an incredible culture and features a strong history of valuing employee contributions.

BENEFITS WE OFFER:

- 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

COMPENSATION:

- $27.98/hour

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.

- Perform other tasks and special projects as assigned.

REQUIRED QUALIFICATIONS:

- Highschool diploma or equivalent

- Two years’ experience in a customer service call center environment

- Ability to accurately type 50 words per minute

PREFERRED QUALIFICATIONS:

- Related vocation training

- Bilingual in English and Spanish