About Company
Matanuska Electric Association (MEA) is the largest electric cooperative in Alaska, proudly serving over 50,000 members across the vast and beautiful Matanuska-Susitna Valley. For over 80 years, MEA has been committed to providing safe, reliable, and affordable power while fostering strong community ties and promoting sustainable practices. As a member-owned cooperative, our decisions are guided by the best interests of our members, ensuring a focus on service excellence, community involvement, and local economic development. We believe in empowering our employees with the tools and support they need to thrive, recognizing that their dedication is key to powering the future of Alaska. Join a team where your work directly impacts the lives of Alaskans every day.
Job Description
Are you a proactive problem-solver with a passion for helping people, seeking a dynamic role you can excel at from the comfort of your home? Matanuska Electric Association (MEA) is looking for a dedicated and empathetic Online Support Agent to join our remote team. In this pivotal role, you will be the frontline support for our valued members, primarily interacting through digital channels such as live chat, email, and our online member portal. You will be instrumental in assisting members with a wide array of inquiries, from billing questions and service requests to account management and technical troubleshooting related to their electric service.
This position requires exceptional communication skills, a keen eye for detail, and the ability to navigate various digital platforms efficiently. You will be responsible for providing accurate information, resolving issues promptly, and ensuring a positive and seamless experience for every member. While working remotely, you’ll be an integral part of our customer service department, collaborating with colleagues and supervisors to uphold MEA’s high standards of service. We are looking for someone who thrives in a fast-paced environment, can manage multiple conversations simultaneously, and possesses a strong desire to make a tangible difference in the Alaskan community we serve. If you’re passionate about delivering outstanding support and are ready to contribute to a cooperative that values its members and employees, we encourage you to apply.
Key Responsibilities
- Respond promptly and professionally to member inquiries via online chat, email, and other digital communication channels.
- Provide accurate information regarding billing, service changes, outages, account status, and general MEA policies.
- Assist members with online account management, including portal navigation, payment setups, and service requests.
- Troubleshoot common service issues and guide members through resolution steps.
- Document all member interactions thoroughly and accurately in the customer relationship management (CRM) system.
- Escalate complex issues to appropriate departments for further investigation and resolution.
- Maintain up-to-date knowledge of MEA services, products, and industry best practices.
- Collaborate with team members and supervisors to continuously improve service delivery and member satisfaction.
- Adhere to all company policies, procedures, and security protocols while working in a remote environment.
Required Skills
- Excellent written communication skills with strong grammar and spelling proficiency.
- Proven ability to navigate and utilize multiple software applications and web-based tools simultaneously.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Exceptional customer service orientation with a genuine desire to assist and satisfy members.
- Ability to work independently and maintain high productivity in a remote work setting.
- High level of empathy and patience when dealing with diverse member inquiries.
- Proficiency with common office software (e.g., Microsoft Office Suite, Google Workspace).
Preferred Qualifications
- Minimum of 1 year of experience in a remote customer support or online service role.
- Previous experience working for a utility company or in a regulated industry.
- Familiarity with CRM systems (e.g., Salesforce, Zoho CRM, SAP) and live chat platforms.
- High school diploma or GED equivalent; some college coursework preferred.
- Residency in Alaska or experience working with an Alaskan customer base.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Medical, Dental, and Vision insurance.
- 401(k) plan with company matching contributions.
- Generous paid time off (PTO) and paid holidays.
- Opportunities for professional development and continuous learning.
- Remote work setup support and virtual team engagement.
- A supportive and collaborative team environment focused on member success.
- Employee assistance program (EAP).
How to Apply
Ready to power the future with us? We invite qualified candidates to submit their application by clicking the link below. Please ensure your resume and cover letter highlight your relevant experience and why you are an ideal fit for this remote role at Matanuska Electric Association. We look forward to reviewing your application!