About Clark Energy Cooperative

Clark Energy Cooperative is a not-for-profit electric utility serving more than 27,000 members across east-central Kentucky. Established in 1938 and owned by the members it serves, Clark Energy is committed to providing safe, reliable, and affordable electricity to homes, farms, and businesses. With approximately 60 employees across three locations, our team takes pride in delivering excellent customer service and supporting the communities where we live and work.

OBJECTIVE

The position of Customer Service Representative (CSR) was created to deliver exceptional customer service to the members of Clark Energy.  The position requires but is not limited to billing inquiries, account changes, taking payments, managing and balancing a cash drawer and creating service orders. The CSR has to be knowledgeable about the policies of Clark Energy and effectively communicate these policies and serve Clark Energy’s members in a prompt and courteous manner.

RESPONSIBILITIES AND AUTHORITIES

Assumes and has responsibility for results from the activities in the following functional areas:

 1.  Respond to member inquiries by phone or in person, providing accurate information and courteous assistance.
 2.  Address billing questions, resolve complaints, and ensure members receive clear explanations regarding their accounts.
 3.  Route calls or requests to the appropriate department when needed, ensuring timely follow‑up and resolution.
 4.  Process service requests from initiation through completion while maintaining accurate documentation.
 5.  Post and process member payments with a high level of accuracy.
 6.  Update and maintain member account records in all relevant systems.
 7.  Balance and reconcile cash drawers daily.
 8.  Scan, upload, and index documents into Vault or other digital storage systems.
 9.  Maintain organized and accurate digital and physical records.
 10. Operate computer hardware, software applications, and office equipment necessary for daily tasks.
 11. Navigate billing and member information systems to manage account activity.
 12. Attend required training sessions, meetings, and development activities.
 13. Provide coverage for other Customer Service Representatives as assigned, which may include working at different office locations.
 14. Maintain a professional and organized work environment at all times.
 15. Perform additional duties or projects as assigned to support departmental operations.

REPORTING RELATIONSHIPS

1.      Reports to: Financial Services Supervisor
2.      Supervises: None

OTHER RELATIONSHIPS

INTERNAL

 1.  Engineering Department: To exchange information needed for the smooth operation of both office and engineering departments.
 2.  Operations Department: To exchange information concerning meter changes and jobs relating to both office and operations departments.
 3.  Member Services Department: To provide information concerning member accounts.
 

EXTERNAL

 1.  State Welfare/Assistance Offices: File and provide information and documentation to receive assistance for Clark Energy members.
 2.  Members: To respond to inquiries and provide information.
 3.  Kentucky Public Service Commission: Provide information relating to Clark Energy’s members and filing of monthly fuel adjustment reporting.

POSITION SPECIFICATIONS & REQUIREMENTS

Schedule:

 1.  Typical Schedule: This position generally follows a 4/10 schedule, working Monday through Thursday from 7:00 AM to 5:30 PM.
 2.  Flexibility: Work hours may occasionally be adjusted to meet business operational needs, including coverage during high‑demand periods, holiday weeks, or special circumstances.

Education, Training, & Certifications:

 1.  High school diploma, GED, or equivalent required.
 

Experience:

 1.  One year of customer service experience is preferred, but not required.
 2.  Must have experience working with computers and other office equipment.
Job Knowledge:

 1.  Must be able to abide by all office policies and procedures.
Abilities and Skills:

 1.  Ability to remain calm, professional, and courteous when dealing with irate, frustrated, or emotionally upset consumers. Demonstrates strong conflict‑resolution and de‑escalation skills.
 2.  Able to manage a variety of tasks and responsibilities simultaneously while maintaining accuracy and meeting deadlines in a fast‑paced environment.
 3.  Highly organized, productive, and detail‑oriented; ensures work is completed accurately and in accordance with established procedures.
 4.  Ability to learn, understand, and apply the cooperative’s policies, procedures, and service practices. Demonstrates sound judgment in applying guidelines to customer situations.
 5.  Proficient with word processing, spreadsheet software, and general office applications. Comfortable learning and navigating billing systems, customer information software, and digital document management tools.
 6.  Strong verbal and written communication skills with the ability to explain information clearly and professionally to customers and coworkers.
 7.  Able to analyze customer issues, identify solutions, and take appropriate action or escalate when necessary.
 8.  Works effectively as part of a team, adapts to changing priorities, and assists coworkers as needed to support departmental operations.
Physical Requirements and Working Conditions:
1.      The Customer Service Representative works in a typical office environment with standard business hours, although occasional schedule adjustments may be required based on operational needs. The role involves prolonged periods of sitting while using a computer, as well as intermittent standing and walking throughout the day.
2.      The employee must be able to lift, carry, push, or pull items up to 10–15 pounds, such as office supplies or small equipment. Regular use of hands and fingers is required for keyboarding, telephone operation, and handling documents or office tools. The position also requires the ability to bend, reach, and perform basic physical tasks associated with general office work.
3.      This role requires clear verbal communication, active listening, and sufficient hearing to interact with customers by phone and in person. Vision should allow for reading documents, viewing computer screens, and managing digital or paper records.
4.      The employee will interact directly with customers and may be required to manage difficult or emotionally charged situations in a calm and professional manner.
5.      Work is performed indoors in a climate‑controlled office setting with frequent exposure to standard office noise such as printers, phones, and conversations.
 

Equal Opportunity Employer

Clark Energy Cooperative is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination and harassment. All employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws.

Clark Energy Cooperative is also committed to providing reasonable accommodations to qualified individuals with disabilities and to employees with sincerely held religious beliefs, in accordance with applicable laws. Applicants who require an accommodation during the application or interview process should contact the Human Resources Department.

Benefits:

 1.  401(k)
 2.  401(k) matching
 3.  AD&D insurance
 4.  Dental insurance
 5.  Disability insurance
 6.  Flexible spending account
 7.  Health insurance
 8.  Life insurance
 9.  Paid time off
 10. Vision insurance

Work Location: Stanton, KY