Hello, Neighbor

OEC's member service team delivers more than just solutions

by JoMarie Ramsey

In a world where customer service often feels impersonal and distant, Oklahoma Electric Cooperative’s member service team stands out by offering something much more: local, personalized care that treats every member like family. For the staff at OEC, it’s not just about solving problems efficiently, it’s about ensuring every person feels seen, heard and respected, even during the toughest challenges.

Since its formation in 1937, OEC has played a crucial role in transforming rural life in Oklahoma, bringing reliable electricity and now broadband to areas that once lacked modern infrastructure. In that time, the cooperative has built a reputation for quality service rooted in its member-first approach. But the ways in which OEC’s member service department meets the needs of our members and subscribers has changed dramatically.

“We used to have members come into the lobby, sit down at our desks and fill out paperwork to set up their accounts,” said Amy McElhany, manager of member service. “Now, everything is more automated, and we can handle most of these tasks over the phone or online, which has made the whole process so much smoother for our members and subscribers.”

This evolution from in-person paperwork to digital solutions highlights the department’s commitment to improving service efficiency while staying true to the cooperative’s roots—serving members with care and respect.

At the heart of this transformation is a team of local service associates who not only know the co-op’s systems but understand what it means to serve neighbors. Many employees grew up in or near the areas they now serve, which allows them to offer a personal touch to each interaction.

It’s important that we treat each member and subscriber like they’re our neighbor—because they often are,” said Maegan Bohon, former supervisor of the member service department. “Our team knows when they answer the phone, they could be talking to someone who lives just down the street. That makes a big difference in how we approach every call.

At OEC, the focus on personalized, local service goes beyond simply resolving issues; it’s about creating meaningful connections with members and subscribers. This approach requires additional resources and staff, but we believe the investment is well worth it.

“It requires more staff and resources, but for us, the value far outweighs the cost,” said Patrick Grace, OEC CEO. “When you call during business hours, you’ll speak to someone who lives right here in central Oklahoma—someone who could be your neighbor or fellow church member who understands the specific needs of our community.”

This commitment to keeping member service local has shaped the department's approach to every interaction, ensuring that members are not just another number in a queue but a valued part of the community.

A Commitment To Continuous Improvement

Over the years, OEC’s member service department has embraced significant changes, especially with the addition of OEC Fiber. The introduction of broadband services expanded the team’s responsibilities, requiring them to learn entirely new systems, terminology and workflows.

“When we launched OEC Fiber, it was like learning a new language,” Bohon recalled. “We made sure to train our staff thoroughly, sending them out to see fiber installs and working hard to keep our processes consistent between electric and fiber services. That way, when a member or subscriber calls, they can get all their services taken care of in one call.”

These efforts have not gone unnoticed by OEC’s members. The coop consistently tracks its performance through member surveys and other key metrics to ensure we’re meeting expectations. According to Bohon, the department focuses on three primary metrics: overall satisfaction, first-call problem resolution and service level.

“Our goal is to resolve 80% of issues on the first call,” Bohon said. “We also strive to answer 80% of calls within two minutes. Our team exceeds those goals, answering 90% to 95% of calls in under two minutes year after year.”

The data-driven approach has helped OEC maintain high standards of service while also identifying areas for improvement. For example, feedback from members and subscribers prompted the department to implement static due dates, so bills are due on the same day each month, which allows members to plan their payments more effectively.

These changes are part of a broader effort to not only meet but anticipate members' and subscribers' needs, providing services that seamlessly integrate into their lives.

The Human Touch Behind The Numbers

While metrics are essential to gauging efficiency, OEC’s member service department places just as much importance on the human element of service. Every interaction is treated as an opportunity to provide not just solutions, but empathy and understanding.

“Our member services associates don’t use scripts,” said Bohon. “We want our team to approach each call with empathy, to listen carefully and to tailor their responses to the specific needs of the member and subscriber. Each person’s situation is unique, and we want them to feel that”.

This personal approach often stands out in an industry where customers are used to being treated like numbers in a queue. OEC’s member service associates are empowered to advocate for the members they serve, going beyond the call of duty to resolve issues.

“Our associates aren’t just following a checklist—they’re finding real solutions,” McElhany said. “When a member calls about an issue, we make sure they’re heard, and we advocate on their behalf with other departments if needed.”

This type of collaboration across departments is key to OEC’s service strategy. From the linemen in the field to the associates answering the phones, everyone is working toward the same goal: providing reliable service with a human touch.

Looking Ahead

As OEC looks to the future, the member service department continues to adapt and evolve, ensuring it remains a trusted resource for our members and subscribers. The recent addition of Help Juice, an internal information platform, has been a game-changer for the team, allowing them to quickly find accurate answers to member inquiries.

“We’ve made it easier for associates to access the information they need right away, which has streamlined our training and improved the way we handle calls,” Bohon said.

McElhany also emphasized that while technology will continue to improve efficiency, the cooperative’s personal touch will remain at the core of our service model.

“No matter how much we automate, our members and subscribers are still going to hear a local voice when they call us,” McElhany said. “We know our members and subscribers, we live alongside them, and we’re here to help.”

As OEC continues to revolutionize service for our members and subscribers, it’s clear that the combination of advanced technology and personal care will keep the cooperative a trusted partner for many years to come.