Lois Duncan is a member services representative (MSR). She has worked for KEC for two years.

Tell us about your education and work experience prior to KEC.

I have a B.S. in Education from the University of Idaho. After student and substitute teaching, I decided it wasn’t the best fit for me. Soon after, Safeco Insurance recruited me, and I spent 3 years adjusting auto claims. I later worked almost 15 years as a paralegal for a local law firm. The attorney specialized in real estate, probate, estate planning and happened to be KEC’s corporate counsel at the time.

What made you interested in working for KEC?

After a long stretch in the legal field, I needed a change of pace and worked part-time for another local business. When I noticed the MSR job opening, I saw a great opportunity to return full-time and finally work for the co-op. Over the years, I had met a number of employees I enjoyed working with. I recognized their commitment to serving our members, how seriously they took their jobs and the family atmosphere. I also grew up in a home served by KEC, so I was familiar with the cooperative model.

What does a day look like for you as an MSR?

KEC’s Member Services Department includes teams responsible for billing, payments, credit/collections, new services and more. We assist members by phone, via email and in-person. My day primarily consists of assisting members with new service requests, including members who need help bringing power to a vacant piece of land or modifying their electric service (such as building a shop or adding an EV car charger). We also help builders, contractors and developers.

Tell us about the new service process at KEC.

Applications are submitted through KEC’s website and reviewed by a new service MSR. We work closely with our project engineering technicians to schedule an on-site meeting where our team helps members develop a plan to bring power to their property. Our technicians use CAD software to map and determine the equipment needed to complete the project and the resulting cost. After the design is complete and payment is collected, the operations department takes over the construction portion of the project. Throughout this process I provide administrative support for the technicians, draft and coordinate easements, collect fees/payments, assist members with status updates and answer questions about jobs. Once our line crew installs equipment and the service is energized, I work to ensure data is updated in our system so we can accurately bill the member.

What is the biggest challenge in your job?

KEC extended service to a record number of members last year and our team processed each application. Our goal is to keep up with the influx of new services while continuing to provide the exceptional service our members expect and deserve.

What is the best part of your job?

I’m a fifth generation Idahoan—my family settled on the Rathdrum Prairie, so I have deep roots here. I grew up in Spirit Lake and Hauser and graduated from Lakeland High School. I really enjoy helping members who may be old neighbors, friends or even family. I feel blessed and honored to work for a company that provides dependable power for members in our smaller communities.