SWRE is seeking a highly competent individual to fill the position of Member Service Representative (MSR). The MSR will provide differentiated service to SWRE members based on their specific needs by providing solutions reflecting the vision and core values of SWRE, while interacting courteously and pleasantly with SWRE members, visitors, and fellow employees.

REPORTS TO: Director of Marketing

LOCATION: Tipton, OK

JOB SUMMARY

  • Demonstrate drive and enthusiasm to foster a progressive member experience by mitigating our members’ inquiries, concerns, and challenges with accurate information about SWRE’s services and the members’ accounts.
  • Engage SWRE’s members by welcoming them with a warm friendly smile, pleasant demeanor, using their name whenever possible, and thanking them for doing business with SWRE.
  • Obtain appropriate and relevant information from members to effectively diagnose and resolve their inquiries, and respond in a positive, professional tone, including empathy, to deliver relevant and innovative solutions.
  • Ensure all of the member’s needs are met before concluding the interaction with them.
  • Accept payments from members in accordance with SWRE policies and procedures. Open and close the cash register. Process cash and checks per SWRE’s procedure.
  • Commit to resolving member concerns by taking ownership of their needs, using good judgment and recognizing the potential for monetary loss by adhering to SWRE policies and values.
  • Calculate and recommend necessary resolutions to service-related issues.
  • Coordinate member-initiated service requests.
  • Process and deliver mail.
  • Perform record maintenance and updates in accordance with current SWRE procedure.
  • Adhere to fraud awareness and consumer information protection policies.
  • Validate accuracy of member information, location, and equipment records with each task or member interaction.
  • Assess deposits on both new and existing accounts in accordance with SWRE’s credit policy.
  • Conducts radio/telephone dispatch operations with minimal supervision for small outages during business hours in a professional manner. 
  • Must be able to work calmly and effectively under pressure, perform several tasks simultaneously without becoming distressed and plan and organize work.
  • Must be able to operate and communicate of a two-way radio using correct FCC radio / telephone procedures for dispatching responsibilities.
  • Actively participate in SWRE programs for improvement of job performance, knowledge of products and services, and development of skills related to enhancing our members’ experience.
  • Conduct oneself in such a manner that promotes a harmonious relationship with our members, our community, and all SWRE personnel.
  • Demonstrate empathy and responsiveness to internal and external member needs by being timely, delegating if necessary, and following through on member satisfaction.
  • Work closely with other team members to share best practices for enhancing the member experience and encouraging organizational success.
  • Perform other duties as assigned.

 MINIMUM JOB SPECIFICATIONS

  • High school diploma or GED
  • Applicants MUST be over the age of 18
  • Attention to detail and good oral communication skills are a must.
  • At least six months of previous employment in positions requiring contact with customers & members of the public.
  • Proficiency with a computer and Microsoft Office products required.
  • Previous dispatch experience preferred. If no prior dispatch experience, one to two months training will be required.

JOB KNOWLEDGE, SKILLS, AND ABILITIES

  • Ability to prioritize and integrate a proactive approach to task assignments.
  • Excellent interpersonal skills, with an ability to adapt interaction style to each situation.
  • Demonstrate behavior which reflects positively on the employee and the values of SWRE.
  • Ability to embrace new technology and understand and adopt the processes that electronic processing impacts in the experience we deliver for our members.
  • Highly developed written and verbal communication skills and the desire to deal with the public in a pleasant and efficient manner.
  • Passion for working with people.
  • Strong critical thinking and problem-solving skills.
  • Demonstrate resourcefulness to find solutions to thrive in a fast-paced environment.
  • Ability to work as part of a team, to identify issues, and recommend solutions.
  • Ability to react to various computer issues in a professional manner.
  • Ability to use Microsoft Excel and Word with proficiency; proficiency with other Microsoft Office products is preferable.
  • Have or be able to obtain a valid Oklahoma/Texas driver’s license within 30 days of employment.

PART-TIME HOURS: 10 a.m. – 2 p.m. Monday – Friday

FULL-TIME HOURS: 8 a.m. – 5 p.m. Monday – Friday

SALARY: $18-$20 per hour (commensurate with experience)

BENEFITS: SWRE offers an excellent benefits package including paid time off and paid holidays (part-time and full-time), employer paid medical insurance, retirement plans, etc. (full-time only).

WORKING CONDITIONS

Work will be performed primarily indoors sitting at a workstation operating a computer keyboard and answering the telephone.

TO APPLY

Email a cover letter, resume, and three letters of reference (at least two professional references required) to: JOBS@SWRE.COM. Applications will be accepted until June 18, 2025. All job offers are contingent on the candidate successfully passing a background check, post-offer physical and drug screen. SWRE is an equal opportunity employer. For questions about the position, please contact the Director of Marketing, Rebecca Chambless by emailing JOBS@SWRE.COM.

Southwest Rural Electric is an electric cooperative headquartered in Tipton, Oklahoma. SWRE's service area includes ~2,700 miles of power line and 7,800+ active meters in 6,000 square miles across southwest Oklahoma and north central Texas. Loyal and experienced employees are the key to SWRE’s growth. Today's SWRE board and management, like those who founded the co-op in 1937, realize that success is measured not in miles of line or kilowatt hours sold, but in members' satisfaction with their cooperative and the service that it provides! After all, SWRE is owned by the people it serves. SWRE is committed to providing safe, reliable affordable electricity… one member at a time. Learn more about the cooperative at SWRE.com.