Duck River EMC · 14 hours ago
Member Service Representative
Chapel Hill, TN
Full-time
Onsite
New Grad, Entry LevelDuck River Electric Membership Corporation (DREMC) is a member-owned electric cooperative, serving an area across southern middle Tennessee. The Member Services Representative acts as the primary point of contact, delivering exceptional service and ensuring a positive member experience through various communication channels.
Energy
Responsibilities
Successfully complete all mandatory training programs designated for the Member Services Representative role
Consistently uphold high standards of performance and deliver exceptional service
Fulfill temporary assignments at other DREMC offices as required to support organizational needs
Demonstrates intellectual curiosity and professionalism, guided by sound business judgment and aligned with the best interests of Duck River Electric Membership Corporation (DREMC)
Delivers exceptional member service by effectively responding to inquiries and resolving account-related concerns with efficiency and courtesy
Welcomes members, processes payments, disburses funds, and accurately records all monetary transactions in accordance with established procedures
Maintains a balanced cash drawer and ensures the accurate handling and reconciliation of all financial transactions
Answers incoming calls with professionalism and courtesy, aiming for first-call resolution while clearly and accurately communicating DREMC policies and procedures
Performs efficient and precise member account management, including account creation, updates, and closures
Demonstrates a thorough understanding and application of DREMC’s policies, procedures, By-Laws, Rules and Regulations, and rate schedules
Coordinates billing and collection activities in collaboration with relevant personnel, adhering to defined schedules and procedures
Compiles, reconciles, and balances daily cash receipt vouchers to ensure financial accuracy and accountability
Develops working knowledge to create and process service orders, including connections, disconnections, reconnections, and other member service requests
Acquires proficiency in dispatching service orders to field personnel using mobile technology and established communication protocols
Promotes awareness and utilization of DREMC member programs, mobile applications, payment options, and other value-added services
Assists with the preparation, review, and completion of various reports related to office and operational activities
Maintains strict confidentiality and handles member interactions with sensitivity, professionalism, and diplomacy
Follows established protocols to initiate electric service, including accepting applications, generating service orders, and performing all related tasks to establish new memberships
Emergency response coverage as needed
Qualification
Required
A High School diploma or equivalent is required
Must possess or be able to obtain a valid Tennessee Drivers' License
Excellent oral and written communications skills and ability to deal with members
Familiar with standard technologies of modern business including but not limited to personal computers, billing software, multifunction printers, email, MS Office Suite or similar productivity software
Prolonged periods of sitting at a desk and working on a computer
Frequent use of hands and fingers to operate a keyboard, telephone, and other office equipment
Ability to occasionally stand, walk, bend, and reach
May occasionally lift or carry up to 25 pounds (such as files, office supplies, or promotional materials)
Must have visual acuity to read printed materials and a computer screen, and auditory ability to communicate effectively in person and by phone
Work is performed in a professional office environment with a standard climate-controlled setting
The role involves frequent interaction with members in person, by phone, and via email or online platforms
May involve occasional stressful situations when resolving member concerns or handling high call volumes
The environment is generally quiet to moderate noise levels and includes shared workspaces or customer service counters
Limited travel may be required for training, meetings, or community outreach events
Preferred
Previous experience in utilities, accounting, banking, or other office related businesses is preferred
Certificates relevant to customer service and accounting are preferred. (e.g. TVPPA Certificate of Customer Service)
A broad understanding of the utility industry is desired
Aptitude to gain an in-depth knowledge of the customer service, accounting and customer billing functions related to the electric utility business model
Benefits
Group medical
Dental
Vision
Employer-sponsored medical clinic
Life and long-term disability insurance programs
Defined benefit retirement and 401K savings plans
Tuition reimbursement
Company
Duck River EMC
Duck River Electric Membership Corporation (DREMC) is a distribution electric cooperative serving 86,000 members in a 2,500-square-mile territory throughout southern Middle Tennessee.
Founded in 1936
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Spence
President & Chief Executive Officer
Company data provided by crunchbase