When you call the EnerStar cooperative office, the individual who greets you with “Thank you for calling EnerStar, how may I assist you?” is probably an employee of the Member Services Department. These employees work tirelessly to serve the members and never know what challenges they might face on any given day.

At first, you may wonder why we do not call it the “customer service” department. The answer is simple — it represents the cooperative difference. As a member-owner of our not-for-profit cooperative, you are more than just a customer when you receive electricity from us. Unlike other companies, you have a say in how we operate. You have a vote at our annual meeting on proposed bylaw changes and elect the board of directors to represent the membership. These directors are like you; they are also members of the cooperative. They help guide the direction of the cooperative by approving policies, budgets and more. This is what we mean when we say that we represent the cooperative difference.

You may recognize the face or know the voice, but Kayla Foos and Nikki Hall fill an essential role at the cooperative in the Member Services Department.

Kayla joined EnerStar in 2017 with a solid background in customer service. She oversees billing functions, payments and capital credits as the department supervisor. Kayla must stay updated with the numerous software applications utilized by the cooperative for billing functions and member messaging. Kayla says the cooperative prioritizes the membership’s interests in every decision. She also added that members who face difficulty paying their electric bill should contact the cooperative as soon as possible. “We are here to assist the members,” Kayla stated. “Early communication helps us do that.”

Nikki Hall is a recent addition to the Member Services Department. She joined the cooperative last year, and her primary responsibilities include answering phone calls and assisting members at the office. When asked about what she finds unique about working for a nonprofit cooperative, Nikki said, “From the very beginning, I understood that going beyond the call of duty is not just a sales pitch, but it is truly what sets us apart as a cooperative.”

The next time you contact the co-op or visit the office, remember that the Member Services Department is available to assist you, the membership. They play a crucial role in our cooperative, and we are fortunate to have such dedicated employees.

Photo (above): Member Services Department employees Kayla Foos (left) and Nikki Hall serve cooperative members with a wide variety of requests.