Member Services Representative

Member Services Representative- Contact Center

Rate of Pay: Bargaining Unit Position: $29.13 (Probationary Period) Bargaining Unit Position: $30.66 (After Probationary Period) Spanish Differential: $0.25 additional per working hour

Location: Brighton

Work Hours: Monday -- Friday: 8-hour shift, scheduled to begin between 6:30am -- 10:00am. Overtime as necessary.

Position Purpose and Objectives

Under the supervision of the Contact Center Manager and Supervisors, the Member Services Representative- Contact Center plays an essential role in supporting the cooperative's mission by assisting members through phone, email, and chat. Contact Center MSRs are responsible for delivering accurate information, processing service requests, resolving account and service-related issues, explaining general United Power's programs, and assisting with billing inquiries - including effectively supporting the collection of past due balances. These Representatives are expected to provide consistent, reliable, and compassionate support to inquiring members contributing to the cooperative's overall service goals.

Essential Job Functions

• Responds to member inquiries via phone, email, and chat with professionalism and attention to detail. Document member interactions thoroughly in internal systems.
• Provides accurate information regarding billing, usage, payments, service requests, and cooperative programs.
• Assist with general account transactions such as new service requests, disconnects, reconnects, service updates, landlord agreements, or third-party notifications.
• Investigate billing and high-usage concerns using account data and offer explanations or guidance.
• Explains available programs and services, including energy-saving options or other community initiatives.
• Assists with collection efforts in a respectful and solution-focused manner, including discussing payment options and helping members understand their obligations and available assistance.
• Enters service tickets for outages or other issues reported by members, ensuring timely handoff to the appropriate internal teams.
• Meets individual performance targets and helps support team performance goals including service level targets, quality metrics, and collection benchmarks. Adheres to established standard operating procedures, maintain confidentiality of member information, and consistently demonstrate reliability and teamwork.
• Escalates recurring issues or trends to the Contact Center Manager and Supervisors and recommends process improvements.

Secondary Job Functions

Creates, expands, and maintains professional and productive working relationships with peers and stakeholders. Support cross-functional efforts to meet departmental goals, improve member satisfaction, and promote cooperative values. Performs other such duties as assigned in support of United Power's mission and operational excellence.

Minimum Qualifications

To understand and accurately perform the duties assigned a minimum education documented by a high school diploma or GED, and a minimum of 2 years of professional experience in a customer service role is preferred.

Required Knowledge, Skills and Abilities

Ability to work independently and meet deadlines. Excellent written and verbal communication skills with a strong commitment to customer service. Proficient in Microsoft Office Suite (Excel, Outlook, Word) and ability to navigate effectively multiple screens and systems to complete tasks. Ability to identify and report trends and recommend solutions proactively. Strong analytical and problem-solving skills with attention to detail and accuracy. Flexible and adaptable to procedural changes, new technologies, and team assignments. Ability to handle confidential information with discretion and professionalism. Ability to work effectively in a team environment and manage multiple tasks effectively and with accuracy. Bilingual (Spanish) a plus

Supervisory Duties

No supervisory duties.

Essential Physical & Mental Demands

Majority of time requires sitting, bending at neck, waist, legs, and arms; twisting body; and changing positions at will. Occasional driving, standing, walking, stooping, bending, kneeling, reaching. Requires repetitive motions with hands and fingers such as keyboarding, use of telephones, cell phones, etc. Requires close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus. Noise level in work environment is moderate. Work requires close attention to detail and accuracy and is varied in nature with regular interruptions. Work is subject to regular hours.

Seventy-five percent (75%) of the time is sitting and twenty-five percent (25%) of the time is walking. Lifting, and/or carrying approximately forty pounds (40lbs.) is done occasionally when picking up mail or customer records. Occasionally it is necessary to push up to ten pounds (10lbs.)

During the normal course of work, it occasionally will be required to climb, balance, stoop, kneel, crouch and reach. While using the computer, telephone, etc., ability to handle and feel equipment is constantly required. Talking and hearing ordinary tones is important when communicating with co-workers. While operating machinery, it is required to be able to distinguish sounds the machine makes to ensure proper function. Constantly will need to see "near" when viewing printed material, mail, telephone, computer, etc. Constantly will be required to see "far", have eye accommodation, and color distinction. Mental abilities constantly necessary to competently perform the job are alertness, precision, ingenuity, problem solving, spatial perception, persuasiveness, memory, creativity, concentration, judgment, reasoning, imagination, initiative, patience, analytical, auditory, tactile, speaking, writing and visual distinction.

Working Conditions

This job is performed inside an office building at normal temperature ranges. The noise level rarely exceeds fifty to sixty decibels (50-60 dB) for eight (8) hours a day.

Department

Member Services

Bargaining Unit

IBEW-MS

FLSA Status

Non-exempt

Updated

September 2025

In addition to a competitive salary, we offer a generous benefits package that includes an employee retirement plan, 401K with match, paid holidays, vacation & sick leave, medical, dental, vision, short-term disability, long-term disability, and life insurance.

We are interested in every qualified candidate who is eligible to work in the United States. However, this position is not eligible for visa sponsorship. United Power is an Equal Employment Opportunity Employer. United Power prohibits discrimination against applicants or employees on the basis of age 40 and over, race, gender identity, sex, sexual orientation, color, religion, military or veteran status, national origin, disability, genetic information or any other applicable status protected by state or local law.