Member Service Representative

DREMC is seeking a Member Service Representative.

BE A PART OF POWERING SOUTHERN MIDDLE TENNESSEE!

Duck River Electric Membership Corporation (DREMC) is a member-owned electric cooperative, serving an area of approximately 2,500 square miles across 17 counties in southern middle Tennessee. Our amazing team at DREMC distributes safe and reliable electricity at the lowest possible cost, promotes and facilitates economic development, and enhances the quality of life over 85,000 members across 6,500 miles of line.

Location: Decherd, TN

Reports to: District Office Manager

Job purpose:
The Member Services Representative acts as the primary point of contact, delivering exceptional service through in-person, telephone, and online channels. This role supports the organization’s mission by ensuring a positive member experience through prompt, accurate, and courteous service, while consistently adhering to organizational policies and values.

POSITION RESPONSIBILITIES:

• Successfully complete all mandatory training programs designated for the Member Services Representative role.
• Consistently uphold high standards of performance and deliver exceptional service.
• Fulfill temporary assignments at other DREMC offices as required to support organizational needs.

PRINCIPAL ACCOUNTABILITIES:

1. Demonstrates intellectual curiosity and professionalism, guided by sound business judgment and aligned with the best interests of Duck River Electric Membership Corporation (DREMC).
2. Delivers exceptional member service by effectively responding to inquiries and resolving account-related concerns with efficiency and courtesy.
3. Welcomes members, processes payments, disburses funds, and accurately records all monetary transactions in accordance with established procedures.
4. Maintains a balanced cash drawer and ensures the accurate handling and reconciliation of all financial transactions.
5. Answers incoming calls with professionalism and courtesy, aiming for first-call resolution while clearly and accurately communicating DREMC policies and procedures.
6. Performs efficient and precise member account management, including account creation, updates, and closures.
7. Demonstrates a thorough understanding and application of DREMC’s policies, procedures, By-Laws, Rules and Regulations, and rate schedules.
8. Coordinates billing and collection activities in collaboration with relevant personnel, adhering to defined schedules and procedures.
9. Compiles, reconciles, and balances daily cash receipt vouchers to ensure financial accuracy and accountability.
10. Develops working knowledge to create and process service orders, including connections, disconnections, reconnections, and other member service requests.
11. Acquires proficiency in dispatching service orders to field personnel using mobile technology and established communication protocols.
12. Promotes awareness and utilization of DREMC member programs, mobile applications, payment options, and other value-added services.
13. Assists with the preparation, review, and completion of various reports related to office and operational activities.
14. Maintains strict confidentiality and handles member interactions with sensitivity, professionalism, and diplomacy.
15. Follows established protocols to initiate electric service, including accepting applications, generating service orders, and performing all related tasks to establish new memberships.
16. Emergency response coverage as needed.

MINIMUM REQUIREMENTS

Education: A High School diploma or equivalent is required.

Experience: Previous experience in utilities, accounting, banking, or other office related businesses is preferred.

Certification/License, etc.: Must possess or be able to obtain a valid Tennessee Drivers’ License.  Certificates relevant to customer service and accounting are preferred.  (e.g. TVPPA Certificate of Customer Service)

Knowledge/Skills/Abilities: A broad understanding of the utility industry is desired.  Aptitude to gain an in-depth knowledge of the customer service, accounting and customer billing functions related to the electric utility business model.  Possesses excellent oral and written communications skills and ability to deal with members.  Familiar with standard technologies of modern business including but not limited to personal computers, billing software, multifunction printers, email, MS Office Suite or similar productivity software, etc.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Frequent use of hands and fingers to operate a keyboard, telephone, and other office equipment. Ability to occasionally stand, walk, bend, and reach. May occasionally lift or carry up to 25 pounds (such as files, office supplies, or promotional materials). Must have visual acuity to read printed materials and a computer screen, and auditory ability to communicate effectively in person and by phone.

Work Environment: Work is performed in a professional office environment with a standard climate-controlled setting. The role involves frequent interaction with members in person, by phone, and via email or online platforms. May involve occasional stressful situations when resolving member concerns or handling high call volumes. The environment is generally quiet to moderate noise levels and includes shared workspaces or customer service counters. Limited travel may be required for training, meetings, or community outreach events.

This job description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive.  An employee may be required to perform other reasonably related business duties as assigned by immediate supervisor and/or management as needed.  DREMC reserves the right to revise or change the job description as the need arises, or work schedules based on their duty to accommodate individuals with disabilities.  This job description does not constitute a written or implied contract of employment.

EEOC: 5-ADMIN SUPPORT | Non-Supervisory | Exempt | No Residency Requirement

Pay Grade Probationary Period: 5 | Pay Grade for MSR: 6

Position Description Effective Date: January 2026

BENEFITS: DREMC provides a comprehensive program of employee benefits, including group medical, dental, vision, employer-sponsored medical clinic, life and long-term disability insurance programs, defined benefit retirement and 401K savings plans, tuition reimbursement.

Qualified candidates should apply at www.dremc.com under careers. Candidates must submit a cover letter, resume and complete application form to be considered.

DREMC does not accept resumes from third-party recruiters.

Equal Opportunity Employer EOE/AA M/F/D/V