Member Solutions Representative

Headquarters

Language

Department

Member Solutions

Location

Headquarters

Position Type

Full Time

Salary

$60,874.14-68,484.75

Requisition

2026-02

Date

2025.12.31

Description

Position Summary:

The Member Solutions Representative will report to the Member Solutions Supervisor while supporting NHEC’s strategic and cultural goals by providing exceptional member service, maintaining effective relationships, and demonstrating professionalism and leadership. The role involves increasing technical knowledge, resolving member inquiries, and ensuring satisfaction through clear communication and problem-solving. Responsibilities also include managing account setup, billing inquiries, and assisting with payment arrangements, while promoting NHEC’s services and Energy Solutions programs. The Member Solutions Representative will work closely with the Member Solutions Lead, accepting mentoring and direction to ensure smooth management of the department.

Responsibilities and Essential Functions:

Support company goals by contributing to the Balance Scorecard objectives and exhibiting self-leadership.
Improve member experience by resolving issues in a friendly, collaborative, and professional manner.
Provide accurate and timely information on service orders, outages, and billing inquiries.
Assist in new account setup, explaining rates, NHEC terms and conditions, and maintaining member records.
Resolve member issues by identifying causes, offering solutions, and ensuring follow-up.
Negotiate payment schedules with delinquent accounts while protecting NHEC’s finances.
Handle billing tasks such as processing accounts for disconnects and reconnects, returned mail and ensuring we have accurate contact information for members, and assess deposits when necessary.
Recommend assistance programs for income-eligible members to prevent disconnection of service.
Maintain Capital Credit records and provide relevant member communications.
Promote NHEC Energy Solutions programs and provide guidance to members on available programs and options to meet their needs.
Coordinate field personnel visits and assist with member events to enhance the overall member experience.
Ensure quality service by responding to phone calls or emails regarding work being done at a property, including coordination with electricians, right-of-way issues, and tree cutting concerns.
Enhance corporate safety by maintaining a clean and safe work environment, participating in departmental safety meetings, following employee safety rules and procedures, identifying at-risk behaviors and conditions, and taking corrective actions or offering feedback.
Performs other duties as assigned.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Education and Experience:

Highschool diploma or GED required.
Basic understanding of Microsoft 365 services.
Minimum of two years customer service experience.
Excellent written and verbal communications skills.
Ability to work independently and make decisions, while also collaborating in a team environment.
Passion for NHEC’s mission with a strong desire to contribute to the organization’s success.
Strong organizations skills, professionalism, and the ability to handle situations calmly and effectively.

Preferred Education and Experience:

Associate’s degree in business or related field.
Two years of utility experience (customer service, billing, collections), along with knowledge of NISC utility software system.
Additional courses in business, writing, bookkeeping, and computers are desirable.

All NHEC Staff:

Embody NHEC core values and encourage others to do so as well.
Power Restoration
- Assistance with power restoration is required of all employees.
- Employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties.
- Such assistance may require working nights, weekends and holidays which may involve considerable extra hours.
- In order to meet this working condition, all employees are required to provide a personal phone number where they may be reached after hours. This number will only be used for internal purposes
Safety
- Safety shall be an integral part of every employee’s job and includes being proactively aware of potential hazards not only to themselves but also their co-workers and general public.
- Safety is at the forefront of everything we do at NHEC, therefore becoming ingrained within our culture. NHEC is committed to the safety of our employee’s, members, and general public.
Professional Development
- Take proactive steps towards personal and professional growth, seeking out opportunities for skill enhancement and staying abreast of industry trends.

Working Conditions:

Normal office conditions, occasional overtime may be required. Position eligible for a hybrid work schedule will be dependent upon management approval & workload, however on-site office work in the Plymouth, NH area will be required. Availability for scheduled working hours and callouts during emergency situations.

Will be required to work long hours on occasions, especially during major system outages. Limited travel required in the performance of work responsibilities and representing NHEC at various professional and association meetings.

ADA physical and environmental factors:

Prolonged sitting or standing.
Weather conditions

Additional Information

Review of applications will begin January 12, 2026, and will continue until the position has been filled, or otherwise closed. Please be prepared to provide a resume and cover letter to complete your application. Any application not containing a resume and cover letter will be considered incomplete.

Compensation:

NHEC views compensation in a holistic and transparent manner. We are committed to providing our employees with work-life integration, generous time off, comprehensive health and retirement benefits, and additional programs that enhance our employees and members lives.

The targeted salary range for this position is $60,874.14-$68,484.75 with anticipated pay for new hires between the entry and midpoint of this range and could vary above and below the listed range. Pay is based on non-discriminatory factors including but not limited to work experience, education, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of NHEC’s total compensation package for employees.

The Organization:

Headquartered in Plymouth, New Hampshire, NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire. There are 220+ employees serving our members, which is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives. The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles, and energy-related apps on smart devices.

There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds. It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all. Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us difference. We invite you to learn more about the impact you can have by exploring our website at www.nhec.com.

EEO Statement:

It is NHEC’s policy to provide equal employment opportunities for all applicants and employees. NHEC does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, military service, marital status, sexual orientation, gender identity or expression, genetic information or any other status protected by applicable law.

NHEC will make reasonable accommodations for qualified applicants and employees with disabilities.

FLSA Classification: Non-exempt
Job Classification: Individual Contributor
Safety Sensitive: No
Pay Grade: 5

Non-Union

New Hampshire Electric Cooperative

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