Bilingual Member Care Representative

The Bilingual Member Care Representative I is a dynamic position that supports our English and Spanish speaking co‑op members. The position deals directly with developing member account relationships and processing account inquiries in a fast‑paced call center environment. A successful candidate for this role should have a solid commitment to providing a professional and positive customer service experience, along with strong problem‑solving and conflict resolution skills.

The ability to maintain a high level of accuracy while handling a high volume of inquiries is essential. If you have the required skills and enjoy serving others, this would be an excellent opportunity for you.

• Process service orders, forms, applications and requests
• Create and maintain member account information as appropriate
• Acknowledge and resolve member‑related concerns
• Maintain confidentiality of member information and documentation
• Receive incoming calls and assign them to the appropriate departments
• Promptly respond to member inquiries with solutions
• Communicate efficiently with members through multiple channels
• Establish a professional member relationship and ensure a positive member experience
• Other duties may be assigned as needed

• Maintain a positive, empathetic and professional attitude at all times
• Demonstrate excellent telephone etiquette skills
• Demonstrate exceptional verbal communication skills
• Ability to write professional emails and letters
• Punctuality and consistent work attendance are expected
• Ability to work overtime and flexible shifts
• Ability to work in a fast‑paced environment
• Excellent computer skills with reasonable speed and accuracy
• Experience with Microsoft Office programs required
• Ability to work in a team environment and independently
• Strong problem‑solving and critical thinking skills
• Ability to multitask while maintaining accuracy and attention to detail
• Ability to remain composed and professional in high‑pressure or escalated customer interactions
• Demonstrate strong ownership of assigned tasks
• Ability to be receptive to constructive feedback

• Must have good written, verbal, and interpersonal communication skills in English and Spanish.
• The ability to communicate clearly and understand English and Spanish.
• The ability to write reports and business correspondences, to effectively provide feedback and recommendations to team members, management team, and other department staff in English and Spanish.

• Electric utility experience
• Call Center background
• Bilingual skills are preferred

• High School Diploma or general education degree (GED)
• Minimum of 2 years related experience or training

• Competitive pay - negotiable based on experience
• Medical, dental, vision and prescription drug coverage
• Health Savings Account with company annual contribution
• Life insurance and disability
• 401K with company match
• Pension plan
• Paid holidays and time off
• Educational/tuition reimbursement plan
• Professional and personal development
• Employee discounts
• Employee Assistance Program
• Wellness programs and onsite fitness centre
• Uniforms provided

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sponsorship for Work Authorization Not Available.