Member Service Representatives (MSRs) play a critical role in providing the superior level of service you expect from the co-op. They answered more than 150,000 calls last year – ranging from new services and billing inquiries to security lights and outages during storms – and handled each one as if they were taking care of a family member. Resolving your concerns and getting you the answers you need starts with listening and making sure you are heard. It requires a deep understanding of how the different departments of the co-op work, and extensive industry knowledge.

Becoming an MSR starts with an eight-week training process. Their manual is more than 600 pages, and includes procedures for the wide variety of service orders they funnel through different departments, as well as the questions they troubleshoot. We have 31 MSRs, and together they processed more than 50,000 service orders last year, each one requiring time, patience and accuracy. They might be helping a member with an Annual Meeting registration, followed by a call about a new development with 400 new services, followed by a question about a high bill. High bill inquiries require looking at a member’s past usage on several different platforms to analyze patterns and working with the member to determine the source of the issue, which can vary from a malfunctioning HVAC system, to aging appliances.

These are just a few of the hundreds of types of calls they field every day. During hurricanes or major ice storms they work 16-hour rotations, so that if you call our main line you can talk to one of them 24/7. They know how important your call is to you, every day, and they are unwaveringly caring, efficient, and friendly. Their commitment to the membership, their extensive knowledge, and their ability to problem solve such a wide range of issues, make the co-op, and your member experience, better.

Being an MSR for BEMC doesn’t stop at the end of the workday. They’re your friends and neighbors, proud of what they do, and when you see them at a ball game or in the grocery store, they’ll answer questions with the same quality of care that they do when at work. Because you matter to them. That’s why our call center customer satisfaction scores are consistently above industry standards – 9.3 vs. 8.9. We’re at your service, and that means everything to us.

—Jimmy Green, Manager of Member Services