Careers

Job Summary

The Member Services Representative is responsible for providing outstanding service to all members by addressing inquiries, resolving issues, and ensuring member satisfaction. This position involves handling phone calls, emails, or in-person interactions, guiding members through various services, and maintaining up-to-date knowledge about the organization’s products and services.

Key Responsibilities:

• Customer Support: Respond to member inquiries regarding account information, products, and services through phone, email, or in-person interactions.
• Problem Resolution: Assist members in resolving issues related to their accounts, billing, and other services; escalate complex issues when necessary.
• Account Management: Process account updates, including changes in member information, service requests, and billing inquiries.
• Product Knowledge: Stay informed about the organization’s products, services, and policies to provide accurate and up-to-date information.
• Documentation: Maintain accurate and thorough records of all member interactions and transactions in the company’s database.
• Retention: Engage in proactive communication to retain members by providing helpful solutions and identifying additional services that might benefit them.
• Compliance: Adhere to company policies and procedures, as well as industry regulations.
• Team Collaboration: Work closely with other departments (e.g., technical support, operations) to resolve member issues and ensure a seamless experience.

Location

Dieterich, IL

Schedule

Monday through Friday

Pay

$18.00 - $21.00 per hour

Benefits

• Starting 1^st day of employment accrue 1 hour of PTO for every 40 hours worked
  • Paid Time Off         up to 6 days (48 hours), annually
• Available after a 90-day introductory period. 
  • Personal Time        3 days (24 hours), annually
  • Volunteer Time      2 days (16 hours), annually
  • Bereavement          up to 3 days (24 hours), annually
• Available on the 1^st of the month, following date of hire. 
  • Group Health Insurance (Blue Cross/Blue Shield)
    • Employer Contribution $/mo.
  • Group Vision Insurance
  • Group Dental Insurance
  • Group Long-term Disability
  • Group Life Insurance, Employer Paid
  • Air Evac Membership
• Available after 1 year of employment
  • Vacation                 5 days (40 hours)
• Eligible after 6 months & 1,000 hrs. worked
  • 401k, with Employer Match up to 7.5%

• Company Paid Holidays
  • New Year’s Day
  • Good Friday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Veteran’s Day
  • Thanksgiving
  • Day after Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve

Knowledge, Skills & Abilities

Qualifications:

• High school diploma or equivalent (associate or bachelor’s degree preferred).
• Prior experience in customer service or member services (1–2 years preferred).
• Strong communication skills (both verbal and written).
• Excellent problem-solving skills and attention to detail.
• Proficiency with computer systems, including MS Office (Outlook, Word, Excel, SharePoint, OneNote)

Ability to work in a fast-paced environment and manage multiple tasks.

Skills and Competencies:

• Communication: Ability to communicate effectively with members, explaining complex information in a clear and concise manner.
• Customer-Centric Attitude: A focus on providing exceptional service and ensuring member satisfaction.
• Multitasking: Ability to handle multiple inquiries and tasks efficiently.
• Problem Solving: Strong analytical skills to quickly address and resolve member issues.
• Adaptability: Ability to adjust to evolving procedures, policies, and member needs.

Organizational Expectations:

• Teamwork – By this we mean we are Water Warriors working on a common solution.
• Integrity – By this we mean being accountable, genuine and ethical while working towards our vision.
• Innovation- By this we mean discovering and introducing new ideas to inspire growth.
• Respect – By this we mean a safe environment that encourages open minds and open hearts to promote healthy organization culture.
• Growth – By this we mean developing our Cooperative’s ability to satisfy needs.
• Safety – By this we mean we are uncompromising in our commitment to the health and safety of our employees, subcontractors, members and community.
• Professionalism – By this we mean we readily manage conflicts directly and with compassion.
• Accountability – By this we mean we are accountable for our actions and always make them right.
• Clarity – By this we mean we are always fair, consistent and transparent in all our work.
• Fun/Celebrate – By this we mean we participate in creative open discussions and celebrate our successes.