Member Service Representative

Kootenai Electric Cooperative is located in scenic North Idaho, the heart of abundant recreational opportunities. Settled in a beautiful lakefront mountain setting, it is a favorite destination for tourists. Just outside our back door are national forests, lakes, rivers, and trails offering plenty of opportunities for hiking, biking, boating/water sports, fishing, hunting, golfing, snow sports, and much more. The four distinct seasons offer recreational opportunities year-round. The Coeur d'Alene/Hayden metropolitan area also offers a variety of entertainment and shopping venues and is a short 45-minute drive to Spokane, Washington and access to domestic and international air travel.

The purpose of the Member Service Representative is to provides courteous, professional, and exceptional service to the members and employees of Kootenai Electric Cooperative. To process member change of accounts, final accounts, payment posting, new memberships, and member inquiries. To perform billing, credit and collections functions.

Core Competencies
- Safety: Adhere to all workplace and trade safety laws, regulations, standards, rules, and practices. Use of Personal Protective Equipment as required. Take individual responsibility in managing safety risks and reporting unsafe conditions or unsafe work practices. Respond positively to safety-oriented feedback. Contribute to a culture of safety.
- Quality of Work: Produce thorough, high quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Work collaboratively with team members to implement systemic changes.
- Productivity: Complete assigned work in a timely fashion. Utilize slow periods productively. Produce amount and volume expected, at accepted speed.
- Technical Skills/Job Knowledge: Demonstrate appropriate level of understanding of technical skills in area of expertise, technology, products, and/or processes involved. Perform assigned duties. Keep current on changes. Competent with all technology and industry best practices necessary to perform job. Maintains necessary certification(s).
- Communication: Oral and written communication clearly convey information. Keep others informed of activities and problems in timely manner. Listen well. Respond appropriately and respectfully.
- Teamwork/Ability to Work With Others: Demonstrate ability to work in positive manner with co-workers and/or customers with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Promote harmony. Agree to disagree without damaging relationships.
- Accountability: Maintain excellent attendance and punctuality. Arrive on-time and be prepared to work. Accept responsibility for work and actions. Be reliable.
- Integrity: Demonstrate honesty, high ethical standards, and respect for all team members, co-workers, and KEC members.
- Professionalism: Always address internal and external customers with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in timely fashion, using means of communication appropriate to the situation.
- Support of Cooperative Goals, Policies, and Procedures: Support Cooperative goals. Adhere to all Cooperative policies and procedures. Understand that internal customer and external member focus is always top priority. Contribute effectively in support of that priority.
- Problem-Solving: Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Able to identify hidden problems. Propose solutions.

Job Responsibilities/Essential Functions
- Provides member and visitor reception and responds to inquiries regarding KEC services, billing, power usage/consumption, rates, policies, and if necessary, directs inquiries to the proper KEC department.
- Processes payments and product sales and assists with payment arrangements. Handles account transfers, new memberships and accounts, and account closures. Audits new accounts for previous bad debt and verifies previous memberships. Obtains landlord and owner information. Coordinates credit-related actions due to service disconnects. Maintains member contact information. Prepares disconnect and/or reconnect services requests. Processes appropriate charges/fees on member accounts, if applicable.
- Answers routine inquiries and explains member service-related policy and procedure. May contact members as required.
- Performs data entry and updates member information.
- Completes and files service orders.
- Ensures confidentiality and proper handling of all member information.
- Processes mail and electronic payments.
- Assists members with capital credit account retirement and allocation information. Assists members with online account setup and provides support with access, changes, navigation, and troubleshooting.
- May collect and log outage details and provide information on outage causes and restoration estimates.
- May assist with basic energy service questions, identify ways to reduce electric consumption, and/or direct members to KEC's energy services consultant.
- Contributes to department training documents for new processes or to update existing processes. Provides training to other member services team members.
- Member Service Representatives will have the opportunity to train and become responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than in others with responsibilities being shared by all Member Service Representatives.

o Billing:
- Posts meter readings, processes reports, and runs billing processes to create billing statements and adjustments.
- Processes insufficient fund checks.
- Assists accounting in preparing usage and revenue reports.
- Creates service orders for operations staff to check, test, and replace meters when necessary.

o Credit and Collections
- Evaluates delinquent accounts, payment history, and bills deposits.
- processes write-offs and works with collection agencies on account collections; prepares reports and collection letters; processes bankruptcies; assists members with applications for assistance through energy help agencies.
- Creates service orders for remote service disconnection and reconnection or to dispatch a serviceman or install meters.

o Damage Claims:
- Serves as point of contact for damages to cooperative property/equipment once invoicing starts. Tracks, monitors, and documents claims.
- Works with operations, accounting, and safety staff to obtain details and information on damages, financial responsibility, repair/replacement costs, payment reductions/settlements, etc.
- Creates, prepares, and sends damage-related correspondence.
- Works with insurance companies to open claims, submit invoices, exchange documentation, obtain payment, and settle claims.
- May assist with claims for damage to personal property/equipment.

- Performs other duties as required.

Job Requirements
- Education/Experience:
o High school graduate or GED.
o Six months or more experience in a customer service role or position.
o Experience with computers and software.
o Experience with communication procedures.
o Previous cash handling experience preferred.
o Valid driver's license.

- Knowledge/Skill:
o Knowledge of or ability to learn and adhere to Cooperative policies and procedures.
o Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.
o Ability to deal with the public in difficult situations.
o Good problem-solving skills.
o Organization skills, including attention to detail and accuracy.
o Experience with general office practices and procedures, use of various office machines including telephone, copying equipment.
o Professional appearance and attitude.
o Excellent mathematical skills.
o Knowledge and understanding of basic bookkeeping.
o Ability to understand, interpret, and apply departmental processes and procedures.

- Mental Demands:
o Strong interpersonal skills and behavior. Ability to handle delicate situations with exceptional diplomacy. Ability to deal calmly, professionally, and tactfully with difficult people, including members who may be angry, abusive, and/or threatening. Ability to defuse difficult, sometimes hostile, situations.
o Ability to maintain accuracy and confidentiality with data.
o Ability to meet time deadlines and complete tasks efficiently and effectively.
o Ability to work with law enforcement agencies.
o Ability to work independently with minimal guidance and supervision.
o Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.
o Flexibility to respond quickly and effectively under time pressure.

- Working Conditions
o Comfortable surroundings - primarily office environment.
o Normally a 40-hour workweek.
o Use of office machines, including telephone, computer monitor, keyboard, cash register, mouse, and related peripherals.
o Travel may be required.

Interested candidates must complete a KEC employment application at www.kec.com. This position will remain open until filled, with priority consideration given to candidates who apply by October 26, 2025.

Kootenai Electric Cooperative, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their disability or protected veteran status.