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MEMBER EXPERIENCE REP

Empower your future. Inland Power is looking for the best and brightest talent. Join a dynamic and
fast-paced team committed to safe, reliable service at great rates.

SALARY RANGE: $69,658 - $87,072 / YEAR

LOCATION: FOUR LAKES OFFICE - 10110 W HALLETT RD., SPOKANE, WA 99224

HOURS: 4 - 10s - 7:00 A.M. TO 5:30 P.M.

REPORTS TO: VP OF MEMBER EXPERIENCE

FLSA STATUS: NON-EXEMPT

UNION STATUS: NON-UNION

DEPARTMENT: MEMBER EXPERIENCE DEPARTMENT

APPLICATION DEADLINE: CLOSES THURSDAY, AUGUST 13, 2026

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PURPOSE OF POSITION

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.

CORE COMPETENCIES

  1. Quality Work and Attention to Detail: Deliver high-quality work, ensuring accuracy, and attention to detail. Proactively seek feedback, correct errors, and implement process improvements.

  2. Productivity and Time Management: Prioritize tasks, manage time effectively, and meet deadlines. Utilize technology and resources to optimize productivity and efficiency.

  3. Technical Expertise and Job Knowledge: Demonstrate a comprehensive understanding of technical skills, industry trends, and job-specific knowledge. Stay current with changes in technology, policies, and procedures.

  4. Effective Communication and Collaboration: Communicate clearly, concisely, and respectfully with internal and external stakeholders. Foster open dialogue, active listening, and constructive feedback to build strong relationships.

  5. Teamwork and Adaptability: Demonstrate a positive, adaptable, and flexible approach to working with diverse teams and stakeholders. Share knowledge, expertise, and resources to support colleagues and achieve shared goals.

  6. Accountability and Reliability: Maintain excellent attendance, punctuality, and work habits. Demonstrate a strong commitment to responsibility, accountability, and reliability.

  7. Integrity and Ethics: Uphold the highest standards of integrity, ethics, and professionalism in all interactions, decisions, and actions.

  8. Professionalism and Member Focus: Address internal and external members with courtesy and respect. Prioritize member needs, concerns, and satisfaction, and demonstrate a deep understanding of the cooperative's mission, values, and goals.

  9. Support of Cooperative Goals and Objectives: Support and contribute to the achievement of cooperative goals, objectives, and initiatives.

  10. 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. 

JOB RESPONSIBILITIES

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

Member Service:

  1. Answers phones, direct calls, and take messages in a professional manner. Provide excellent member service.

  2. 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.

Changes of Account:

  1. Discusses with new members’ questions concerning Inland Power billing, services and policies.

  2. Processes new memberships and accounts, account closures; audit 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 and/or reconnect service requests, and charges reconnect and deposit fees, as applicable.

Cashiering:

  1. Accurately post various forms of payment to member accounts.

  2. Perform daily cash drawer balance and complete nightly cash deposits.

  3. Manage ATM

Billing:

  1. Answers members’ questions relating to power usage/consumption, billing amounts and rates.  Assists members in identifying ways to reduce electric consumption.

  2. Posts meter readings to members’ accounts; processes various reports checking for accuracy of usage and bills; runs billing processes to create billing statements.

  3. Balances billing transactions. Processes various forms of e-pay payments such as ACH, credit/debit cards, and members’ on-line bank payment batches. Helps maintain capital credit files and assists finance department in capital credit allocations and retirements.

Credit and Collections:

  1. Process nonsufficient fund checks and bankruptcies.

  2. Assists members with applications for assistance through help agencies.

  3. Delivers and processes cooperative mail; posts payments received by mail.

New Construction:

  1. Assist members with questions regarding the new construction process.

  2. Processing residential, commercial, developments and system improvement new service applications. Keep the application flowing through the workflow process.

  3. Provide cost estimates to members.

  4. Schedule field engineers for new service appointments.

  5. Identify and explain to members when and why an easement might be needed and be able to verify right of way easement accuracy through various state and county websites.

 

Create and fosters an atmosphere of cooperation between departments by performing all duties in a professional manner and on a timely basis, and by providing quality services in the completion of all tasks.

 

Performs other duties as required.

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MINIMUM QUALIFICATIONS & JOB REQUIREMENTS

Minimum Qualifications: 

  • High school diploma or equivalent.

  • Two or more years of experience in a customer or member service position, preferably in a utilities industry, financial services industry, or a call center type environment.

  • Experience with general office practices including, but not limited to, personal computers, PC software, telephone, copy, fax and other computer peripheral devices.

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Knowledge and Skills: 

  • Knowledge of cooperative policies and procedures.

  • Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.

  • Ability to deal with the public in difficult situations.

  • Good problem-solving skills.

  • Organization skills including attention to detail and accuracy.

  • Professional appearance and attitude.

  • Excellent mathematical skills.

  • Knowledge and understanding of basic bookkeeping.

  • Ability to understand, interpret, and apply departmental processes and procedures.

  • Experience with customer service, billing rates and credit procedures.

 

Physical Demands and Working Conditions:

  • Ability to handle delicate situations with exceptional diplomacy; ability to deal calmly, professionally and tactfully with difficult people who may be angry, abusive, and/or threatening.

  • Ability to diffuse difficult, sometimes hostile, work conditions.

  • Ability to work with law enforcement agencies and to maintain confidentiality regarding information.

  • Ability to work independently with minimal guidance and supervision.

  • Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.

  • Flexibility to respond quickly and effectively under time pressure.

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The MER shall have full authority to carry out these duties and responsibilities in conformity with established policies and procedures and shall utilize time in such a way as to fulfill the objectives of this position and the cooperative.

BENEFITS (NON-UNION)

Medical, vision, dental, 401(k) HSA, retirement plan, PTO, paid holidays and disability insurance programs.

APPLICATION PROCESS

If your credentials and interest match this job, please send your completed application, cover letter and resume to: hr@inlandpower.com or mail them to, Inland Power & Light Company, 10110 W. Hallett Rd., Spokane WA 99224-7435, Attn: Human Resources.

EQUAL EMPLOYMENT OPPORTUNITY COMMITMENT

Inland Power & Light is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers (www.inlandpower.com/careers) page in English and Spanish.

REASONABLE ACCOMMODATION

Inland Power will make reasonable accommodation to assist a qualified person with a disability in the job application, interview process and to perform the essential functions of the job whenever possible. Please contact the HR department at Inland Power if you would like assistance.

DISCLAIMER

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Inland Power & Light will not be offering any work visa sponsorship for this role.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

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