Position Summary
The Member Services Representative supports the cooperative’s mission by providing professional, accurate, and responsive service to members while assisting with account inquiries, service requests, billing matters, payments, and general member support.
This role is responsible for maintaining member account information, processing service-related transactions, responding to questions and concerns, and coordinating with other departments to ensure members receive timely and consistent assistance.
While administrative duties and routine account maintenance are included responsibilities, the primary focus of this position is to deliver a positive member experience, maintain accurate records, support efficient departmental operations, and represent the cooperative with professionalism, courtesy, and accountability.
Knowledge, Skills & Abilities
- Working knowledge of utility billing practices, customer account maintenance, payment processing, delinquency procedures, adjustments, refunds, deposits, penalties, and related financial transactions.
- Ability to learn and accurately apply Cooperative rates, rate classifications, billing rules, service policies, payment requirements, and internal controls.
- Skill in reviewing pre-bill, exception, revenue, delinquency, membership, refund, penalty, and other billing reports for accuracy and completeness.
- Ability to research account activity, identify discrepancies, calculate or verify adjustments, document corrections, and coordinate resolution before final billing.
- Ability to process meter readings, account changes, payments, service orders, billing corrections, and other transactions accurately within established deadlines.
- Ability to reconcile billing information to supporting documentation and financial records and promptly report unresolved discrepancies.
- Ability to explain bills, account activity, rates, fees, payment options, deposits, adjustments, and Cooperative policies clearly and professionally to members.
- Ability to maintain accurate patronage capital, escheat, billing, collection, and member account records while protecting confidential financial information.
- Ability to manage recurring monthly billing deadlines, prioritize multiple time-sensitive duties, and maintain exceptional attention to detail.
- Proficiency with computers, spreadsheets, databases, office systems, and applicable utility billing or customer information software, including the ability to learn NISC.
- Ability to exercise sound judgment, apply policies consistently, resolve routine billing and account concerns, and escalate unusual or high-risk matters appropriately.
- Ability to collaborate effectively with Financial Services, Member Services, Mapping, Operations, Technology Services, and other departments to support accurate billing and reliable service.
Essential Duties/Responsibilities
Member Service, Account Support, Service Orders & Interdepartmental Coordination
- Responds to member inquiries in person, by telephone, and electronically and provides accurate information regarding bills, account activity, rates, services, Cooperative programs, and policies.
- Assists members with establishing, transferring, updating, and closing accounts; verifies required documentation and maintains complete account records.
- Explains billing calculations, payment activity, deposits, fees, adjustments, service requirements, and payment options in a clear and courteous manner.
- Researches account and billing concerns, explains findings to members, and coordinates complex corrections with the appropriate employee or department.
- Documents member contacts, agreements, and account actions accurately and applies policies consistently.
- Coordinates new-service requests and staking appointments and provides or collects required forms and supporting documentation.
- Prepares, routes, tracks, and updates service orders, final-inspection documents, construction releases, and related records.
- Coordinates with Mapping, Operations, Financial Services, Technology Services, and other departments to ensure service changes are accurately reflected on member accounts and bills.
- Follows up on incomplete documentation and unresolved account or service issues that could delay billing or create inaccuracies.
- Maintains required easement, inspection, construction-release, and service documentation and supports outage or emergency response responsibilities.
Billing Administration, Monthly Processing, and Quality Control
- Coordinates and performs recurring billing activities to ensure complete, accurate, and timely member billing.
- Processes and posts meter readings, account changes, payments, deposits, penalties, refunds, rate reclassifications, special charges, and other approved billing transactions.
- Completes pre-bill review and edit processes; analyzes exception reports, investigates discrepancies, and makes or coordinates corrections before final billing.
- Processes monthly billing and related reports within established deadlines and verifies information before final billing transactions are submitted through NISC.
- Prepares special billing and bookkeeping entries for designated consumer classes, unusual account circumstances, or approved corrections.
- Ensures billing transactions and related entries are accurately reflected in applicable systems and the general ledger; reconciles or reports discrepancies for resolution.
- Prepares and maintains revenue, pre-bill edit, membership, delinquency, penalty, refund balance, and other required billing reports.
- Maintains patronage capital records and assists with patronage processing, escheat reporting, and related recordkeeping.
- Protects the integrity, accuracy, and confidentiality of member, payment, and billing information.
Payments, Collections, and Cashier Support
- Accepts and processes member payments, balances transaction batches, and ensures payments are posted accurately and timely.
- Assists with approved payment arrangements, delinquent accounts, notices, disconnects, reconnections, returned payments, and payment restrictions in accordance with Cooperative policy.
- Maintains complete documentation of collection activity, member communications, agreements, and account actions.
- Provides backup cashier coverage and performs related transaction, balancing, and recordkeeping duties.
Other Related Duties
- Provides backup support within Financial Services and participates in cross-training to support billing continuity and departmental operations.
- Assists with preparation for Board meetings and other Cooperative activities as assigned.
- Promotes a safe work environment and promptly reports hazards or concerns.
- Performs other duties and emergency restoration responsibilities as assigned.
Education and Experience
High school diploma or equivalent is required. An associate degree in business, accounting, finance, office administration, or a related field is preferred. Two years of progressively responsible experience in utility billing, account processing, bookkeeping, financial transactions, collections, customer service, or a comparable office environment is preferred; or an equivalent combination of education and experience. Experience with computerized billing systems, customer information systems, NISC, account reconciliation, confidential financial information, detailed reporting, and recurring monthly processing deadlines is strongly preferred.
Special Requirements
Must possess and maintain a valid Texas driver license and an insurable driving record. Must maintain a working telephone number. May be required to work overtime, weekends, or extended hours during emergencies, outages, monthly processing deadlines, or other operational needs. Periodic travel for training or Cooperative business may be required.
Work Environment
Work is primarily performed indoors in an office environment with regular interaction with members and coworkers. The position requires prolonged sitting or standing, frequent keyboarding, use of office equipment, reading detailed information from computer screens and documents, clear verbal communication, and occasional lifting or moving of office materials weighing up to 25 pounds.
The employee must be able to manage interruptions, recurring deadlines, confidential information, and member concerns in a professional manner.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many years of experience do you have in customer service, billing, collections, accounting support, or a similar office environment?
- Do you have experience working with billing software, customer information systems, or NISC? If yes, please explain.
- Please describe your experience assisting customers with account questions, payments, billing concerns, or service requests.
Work Location: In person
