Unique job field , multiple career options , stability , opportunities to help people … Sound good ? Then Ozarks Electric Cooperative might have a job for you . Ozarks Electric is an electrical distribution cooperative headquartered in Fayetteville . It was incorporated in 1938 with the purpose of bringing electricity to portions of rural Northwest Arkansas and Northeast Oklahoma . Since its incorporation , it has grown to serve the electrical needs of approximately 72,000 members throughout Northwest Arkansas and a portion of Northeast Oklahoma . Ozarks Electric likes to say they are in the “ quality of life ” business , the quality of life of their customers , also known as members , and the quality of life of their employees .
Mayra Esparza , 25 , is one of many employees who assist members with service problems . Esparza , a Member Relations Representative , works in Ozarks Electric ’ s call center , and is usually on the front line when electrical service is disconnected .
“ I had to learn how to productively talk to people on the phone ,” she said . “ Sometimes they are upset when they call and you have to calm them down before you can help them . Experience has been a great teacher .”
The Member Relations Representatives , unlike those in other call centers , do not work from scripts , Dixon said . That gives employees flexibility to get to the root issue quicker and to answer questions more accurately .
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One day might be business as usual for Ozarks Electric , but a change in the weather could lead to power outages with all employees working to restore electrical service . For most members , a temporary loss of electricity is little more than an inconvenience . For other members , it is a significant event .
“ It ’ s all hands on deck when something like that happens ,” said David Dixon , Ozarks Manager of Human Resources . “ Outages become the top priority and all our employees do what they can to bring everyone back on line .”
Restoring the power takes a well-coordinated effort between all Ozarks Electric ’ s departments .
Esparza graduated high school and attended college for two years in Kansas before relocating to Northwest Arkansas . She said she has found a career she enjoys in the call center . Esparza ’ s job responsibilities include functions other than speaking with members . Among other tasks , Esparza regularly reviews member records to proactively identify any billing or service inconsistencies . Such reviews , in turn , help keep small problems from becoming bigger problems .
“ It ’ s a safety net . She ’ s looking for a flag , something unusual in the bill ,” Dixon said . “ It might be a spike or drop in usage or some other outof-the ordinary change .”