Episode 3 - Behind the Scenes: Member Service
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Episode 3 - Behind the Scenes: Member Service
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Episode 3 – Behind the Scenes: Member Service
Hosted by Jim Anderson, General Manager and CEO of Midstate Electric Cooperative
In this episode of Power Factor, we’re spotlighting the friendly, knowledgeable Member Service Representatives who are the first point of contact at Midstate Electric.
CEO Jim Anderson talks with Shawntaye, Member Service Supervisor, and Amber, a senior MSR, about what it takes to deliver top-notch service—from starting new accounts to explaining billing details like demand and facility charges. They discuss how MSRs support members through sensitive situations, troubleshoot high bills, and guide them on tools like SmartHub to track usage.
Most importantly, they share how the cooperative difference shines through in programs like capital credits and flexible payment options that help members stay connected—even during tough times.