Wabash Valley Power Alliance
Lead Member Services Representative
Wabash Valley Power Alliance, Markle, Indiana, United States, 46770
Company Description
At Heartland REMC, we're more than just a utility provider - we're a trusted neighbor and dedicated partner in the communities we serve. As a locally owned electric cooperative, our mission is to deliver safe, reliable, and affordable power to homes and businesses across Wabash, Wells, Huntington, parts of southwest Allen, and fringe areas of Whitley, Grant, and Adams counties.
With over 2,300 miles of power line and more than 15,000 members, we're proud to support the people who power our region. From our offices in Markle and Wabash, Indiana, our team works together to keep the lights on and the energy flowing - guided by a strong sense of purpose and a genuine commitment to service.
At Heartland REMC, our board of directors provides vision and leadership, but it's our employees who make it all happen. We believe in cultivating a positive and supportive workplace where innovation is encouraged, professional growth is celebrated, and every role plays an essential part in our success.
Job Description
The Lead Member Services Representative serves as the primary contact for residential broadband subscribers, small to medium-sized commercial electric members, and residential members with high electric usage concerns. This position is responsible for delivering effective support, fostering member relationships, and promoting the cooperative's broadband and energy-related services. The role requires a self-directed individual capable of working with limited supervision, both in the office and in the field, while upholding the cooperative's standards for service and community engagement.
Essential Duties and Responsibilities Serve as the primary point of contact for residential broadband members regarding service issues, billing questions, and general support. Provide account-level assistance and maintain relationships with small to medium-sized commercial electric members, ensuring service satisfaction and timely resolution of concerns. Investigate high-usage complaints by reviewing AMI (Advanced Metering Infrastructure) data and communicating findings to members. Coordinate with internal departments to address member needs, resolve service issues, and respond to outages or emergencies when necessary. Participate in cooperative-sponsored events, community outreach programs, and local civic organizations to support public relations efforts. Assist with planning and executing cooperative functions, including the Annual Meeting, safety programs, and educational seminars. Stay informed about broadband and energy efficiency programs offered by the cooperative and assist in member education. Maintain knowledge of cooperative procedures, products, and technology to ensure accurate and efficient member service delivery. Qualifications
Required Qualifications
Valid driver's license. Ability to work independently and manage time effectively. Proficiency in written and verbal communication, including the ability to explain technical concepts to a non-technical audience. Ability to operate office technology, including but not limited to, computers, phones, and standard office equipment. Preferred Qualifications
Bachelor's degree or 3-5 years in energy or technology related field. Experience in broadband customer service or energy-related fields. Familiarity with commercial electric billing practices. Working knowledge of AMI systems and residential electric usage patterns. Understanding of cooperative utility operations and member-owned service models. Additional Information
What is in it for you:
Family oriented workplace Medical, Dental, and Vision insurance Life Insurance Short-term Disability Insurance Long-term Disability Insurance Sick Leave and PTO Fully funded Pension Traditional 401K and Roth 401K program with a company match 11 paid holidays
No phone calls please.
At Heartland REMC, we're more than just a utility provider - we're a trusted neighbor and dedicated partner in the communities we serve. As a locally owned electric cooperative, our mission is to deliver safe, reliable, and affordable power to homes and businesses across Wabash, Wells, Huntington, parts of southwest Allen, and fringe areas of Whitley, Grant, and Adams counties.
With over 2,300 miles of power line and more than 15,000 members, we're proud to support the people who power our region. From our offices in Markle and Wabash, Indiana, our team works together to keep the lights on and the energy flowing - guided by a strong sense of purpose and a genuine commitment to service.
At Heartland REMC, our board of directors provides vision and leadership, but it's our employees who make it all happen. We believe in cultivating a positive and supportive workplace where innovation is encouraged, professional growth is celebrated, and every role plays an essential part in our success.
Job Description
The Lead Member Services Representative serves as the primary contact for residential broadband subscribers, small to medium-sized commercial electric members, and residential members with high electric usage concerns. This position is responsible for delivering effective support, fostering member relationships, and promoting the cooperative's broadband and energy-related services. The role requires a self-directed individual capable of working with limited supervision, both in the office and in the field, while upholding the cooperative's standards for service and community engagement.
Essential Duties and Responsibilities Serve as the primary point of contact for residential broadband members regarding service issues, billing questions, and general support. Provide account-level assistance and maintain relationships with small to medium-sized commercial electric members, ensuring service satisfaction and timely resolution of concerns. Investigate high-usage complaints by reviewing AMI (Advanced Metering Infrastructure) data and communicating findings to members. Coordinate with internal departments to address member needs, resolve service issues, and respond to outages or emergencies when necessary. Participate in cooperative-sponsored events, community outreach programs, and local civic organizations to support public relations efforts. Assist with planning and executing cooperative functions, including the Annual Meeting, safety programs, and educational seminars. Stay informed about broadband and energy efficiency programs offered by the cooperative and assist in member education. Maintain knowledge of cooperative procedures, products, and technology to ensure accurate and efficient member service delivery. Qualifications
Required Qualifications
Valid driver's license. Ability to work independently and manage time effectively. Proficiency in written and verbal communication, including the ability to explain technical concepts to a non-technical audience. Ability to operate office technology, including but not limited to, computers, phones, and standard office equipment. Preferred Qualifications
Bachelor's degree or 3-5 years in energy or technology related field. Experience in broadband customer service or energy-related fields. Familiarity with commercial electric billing practices. Working knowledge of AMI systems and residential electric usage patterns. Understanding of cooperative utility operations and member-owned service models. Additional Information
What is in it for you:
Family oriented workplace Medical, Dental, and Vision insurance Life Insurance Short-term Disability Insurance Long-term Disability Insurance Sick Leave and PTO Fully funded Pension Traditional 401K and Roth 401K program with a company match 11 paid holidays
No phone calls please.