Job Title: Member Services Representative
Job Classification: Nonexempt, Full-time           
Reporting Relationship: Director of Member Relations
Work Location: Topeka, KS

Who We Are:

FreeState is the largest rural electric cooperative in Eastern Kansas, with more than 15,000 member-owners. It functions as a democratic, not-for-profit organization. We are controlled by our members who actively participate in setting cooperative policy and making decisions in the best interest of the cooperative. Unlike investor-owned utilities, our profits are returned to our members as capital credits. 

 FreeState offers excellent benefits including:

• Generous pension plan
• 401(k) matched savings
• Medical, dental and vision insurance paid for at 100% for individual coverage and 90% for family coverage
• Health savings account with an annual generous employer contribution
• Life insurance, long-term disability, paid time off benefits, including paid holidays, and so much more.
• On-the-job safety training, professional development opportunities and an employee focused work culture

 Each of our positions has a designated salary range. This position's starting salary is $18.75/hr.

Primary Accountability:

The Member Services Representative is responsible for providing courteous member services through the collection of bills, routing of calls and the receipt of service orders, outages and other member information. The Member Services Representative presents a positive image of the Cooperative and displays a friendly, caring attitude. 

Essential Duties:

• Promptly and professionally answers the telephone and ensures Cooperative call queues are always attended.
• Promptly greets and assists Cooperative members and visitors.
• Monitors Cooperative member services accounts and responds to routine inquiries.
• Answers power quality and outage report telephone calls, obtains pertinent information, and/or routes calls to appropriate personnel, as necessary.
• Processes applications for membership by collecting information, performing credit checks, assessing deposits or fees, processing service orders, and obtaining required documents.
• Initializes service orders utilizing the NISC software system for service reconnects, disconnects, transfers, meter exchanges, bill complaints, and security light device maintenance.
• Processes mail and other payment sources (physical and electronic) daily and posts payments to member accounts.
• Processes and closes cash drawers daily and prepares daily deposits.
• Prepares and distributes letters of credit, nonsufficient funds notifications, credit card expiration notifications, and capital credit letters, as necessary.
• Properly retains documents (physical and electronic) as required and files accordingly.
• Participates in monthly bill collection processes which could include call capture set-up, remote disconnects, and linemen instruction for field collections.
• Adheres to Cooperative Rules and Regulations and provides related information to fulfill member requests.
• Performs additional duties as assigned by Management.

Qualifications:

• High School Diploma or equivalent is required.
• One (1) year related experience and/or training is required.
• Must have and maintain a valid driver’s license.
• Knowledge and experience working with standard office equipment including computers (10-key and keyboard), copiers, printers and scanners.
• Advanced proactive customer service and follow-up skills with the ability to maintain a professional relationship with members and staff, including times during frequent demands.

Physical Demands:

• Consistently sits for extended periods of time. Occasionally stands, walks, bends, stoops, squats lifts, unpacks and moves up to thirty (30) pounds.
• Ability to perform finger and hand manipulation and perform repetitive motions in order to use a computer keyboard and telephone, as well as other office equipment.
• Ability to read computer screens, mail and talk on the phone.

Work Environment:

• Professional and deadline-oriented environment in an office setting.
• Interaction with staff, vendor and members.
• Must be able to report to their primary worksite after regular business hours, as soon as possible, in the event of an emergency situation such as electrical outages, inclement weather, etc.
• Ability to travel to attend meetings, trainings, workshops, and seminars, as directed.

How to Apply:

• If you would like to apply for this position, please visit https://freestate.coop/jobs to complete an Application for Employment.

Disclaimer: The above information has been designed to indicate the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required.

FreeState is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.