Our Member Services team talks with members every day—answering questions, solving problems, and offering support when they’re needed most. In this month’s employee spotlight, we asked our Member Services team a few questions about their work, their community and what matters most to them to help members get to know the people behind those conversations.
What made you interested in working for KEC?
Many members of the Member Services team were drawn to KEC because of its cooperative principles, community focus, and the opportunity to serve the people they live and work alongside every day. Their paths to KEC are diverse, some came from large organizations, others were self employed, and some were longtime members themselves—but they all value working in a place where their efforts make a meaningful, local impact.
“What drew me to KEC was its commitment to serving the local community,” said Haley Howard. “I truly admire the cooperative’s history and its ongoing dedication to the community.”
What are some of the most common reasons members reach out to KEC’s Member Services Department?
Members contact our office for help with everyday needs such as starting or stopping electric service, understanding their bill, making payments, or navigating SmartHub—our online account management tool. The team also assists with payment arrangements, capital credit questions, and investigating sudden changes in usage that don’t appear typical. No matter the reason, the goal is always the same: to help members feel informed and supported.
“Members usually reach out when something doesn’t look right on their bill, or when they just need help understanding what they’re seeing,” said Suzie Staver.
What resources does KEC offer to help members who are having trouble with their electric bills?
KEC offers multiple resources to help members manage their electric bills, especially during challenging times. Member Services works one on one with members to explore payment arrangements, Budget Billing (a program that averages your previous annual consumption to determine your monthly payment), prepaid options, and community assistance programs, while also taking time to explain bills and billing cycles clearly. The focus is always on education, understanding, and solutions.
“If you are experiencing challenges paying your electric bill, KEC gives members several ways to stay afloat without feeling embarrassed or overwhelmed,” said Melissa Amos.
How can Member Services help members better understand their electric use?
Understanding energy use can feel complicated, but the Member Services team helps turn data into insight. By walking members through our SmartHub tools like Energy Insights and Usage Explorer, the team helps connect daily activities to energy use, identify patterns, and spot opportunities to manage consumption.
“With Energy Insights, members can see an estimated breakdown of energy use by major categories, such as heating, cooling, water heating, cooking and more, right from your phone or computer,” said Jennifer Garcia. “These insights make it easier to understand where your energy goes each day and what factors may have the biggest impact on your bill.”
What do you want members to know before they call or stop by Member Services?
Members should know there’s no need to hesitate or apologize for not understanding something. Electricity and billing can be complex, and the team’s entire role is to help explain, clarify, and support our members. Many team members are KEC members themselves and truly appreciate when members reach out.
“Whether the question feels tiny or huge, they’re never bothering us—we’d rather walk them through things than have them leave uncertain,” said Melissa Amos.
What’s one thing that makes you smile when helping a member?
For the Member Services team, the most rewarding moments come when stress turns into relief. Whether it’s resolving a concern, setting up a payment plan, or simply listening, helping members feel heard and supported is what makes the work meaningful.
“One thing that makes me smile is when a member starts out upset but, by the end of our conversation, feels understood and thankful,” said Nikki Adickes. “Helping them better understand their situation and hearing that I made a positive difference is very rewarding.”
What’s your favorite thing about the community we serve?
From lakes and mountains to local businesses and seasonal traditions, the community KEC serves is a big reason the team loves their work. Team members value the strong connection to the outdoors, friendly interactions, and the way people look out for one another.
“I love our local businesses and landscape. Some of my favorite places to shop are locally-owned businesses. I am especially fond of our local markets during the summer which provide a great sense of connection over handmade and homegrown products from our neighbors,” said Genevieve Mayer.
“I connect to the community by being part of a women’s group, a golf course member, and enjoying people in our neighborhood, and being a team leader through my church,” said Stephanie Wells.