Member Experience Representative

Application Process

If your credentials and interest match this job, please visit  to fully apply and be considered for the position. A resume, application, and cover letter are all required.

The member experience representative is often the first point of contact for member inquiries, questions and concerns. Job responsibilities include but are not limited to: answering member phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is a must. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent member experience.

This position is part of the member services team and works under general supervision from the member service supervisor. Requires a minimum of two years of customer or member services experience, call center experience is preferred.

• Quality Work:
  Produce thorough, high‑quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Work collaboratively with all departments and co‑workers to implement systematic changes.
• Productivity:
  Complete assigned work in a timely fashion. Utilize slow periods productively. Produce amount and volume at expected speed.
• Technical Skills/Job Knowledge:
  Demonstrate high level of understanding of technical skills in area of expertise, technology, products and/or processes involved. Duly perform assigned duties. Keep current on changes and be competent with all technology necessary to perform job.
• Communication:
  Clearly convey oral and written communication. Keep others informed of activities and problems in timely manner. Listen well; respond appropriately and respectfully.
• Teamwork/Ability to Work with Others:
  Demonstrate ability to work in a positive manner with co‑workers and/or members with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Promote harmony; agree to disagree without damaging relationships.
• Accountability:
  Maintain excellent attendance and provide additional assistance after normal working hours when needed. Be reliable, prepared and accept responsibility for work and actions.
• Integrity:
  Demonstrate honesty, high ethical standards, and respect for all co‑workers, board of trustees and membership.
• Professionalism:
  Address internal and external members with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in a timely fashion, using means of communication appropriate to the situation.
• Support of Cooperative Goals:
  Support cooperative goals and adhere to all policies and procedures. Contribute effectively in support of the cooperative.
• Problem‑Solving:
  Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Be able to identify hidden problems and propose solutions.

Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.

• Answers phones, directs calls, and takes messages in a professional manner. Provide excellent member service.
• Opens mail and processes payments; assists members with payment arrangements; ensures proper handling of account transfers, membership data, and new service applications for efficient, quality service to members. Ensures confidentiality of member records. Responds to inquiries related to Inland services and member privileges.

• Discusses with new members’ questions concerning Inland Power billing, services and policies.
• Processes new memberships and accounts, account closures; audits new accounts for previous bad debt and verifies previous memberships; obtains landlord and owner information; coordinates credit‑related actions due to service disconnects; maintains member changes in name, address, etc.; prepares disconnect…