Manager of Member Services

Manager of Member Services Status:

Exempt, Full-Time Reports To:

Chief Executive Officer Position Summary The Manager of Member Services is responsible for overseeing and directing the activities of the Member Services department. This role includes assisting cooperative members and the public with inquiries related to membership, billing, and other concerns, while ensuring that all services are delivered promptly, efficiently, and courteously to the membership. Supervisory Responsibilities Directly supervises member service specialists Resolve member issues Works closely with billing, accounting, engineering and operations departments Assist members by addressing and explaining any questions related to their monthly billing statements Oversee process from members requesting a new electrical service to their property or Assist members with payment arrangements and deposits Monitors the workflow to ensure members needs are being met in a timely manner Coordinate with insurance providers to resolve issues related to members' property or equipment Work with members on the retirement of capital credits for an estate Provides leadership in selection, training, coaching, performance management, and employee engagement.

Essential Duties and Responsibilities Leadership and Management Skills, Knowledge and Abilities:

Ability to convey a positive image of the cooperative to members and clients. Provide seamless, positive, and consistent experience for members. Delivers exceptional member service in a prompt, courteous, and professional manner. A positive attitude, a strong work ethic and a reputation for integrity and honesty. Ability to effectively balance and complete numerous tasks and job functions simultaneously with frequent interruptions. Should be friendly and able to interact with people easily and adjust to different personalities. Should be able to gain and maintain respect of others both inside and outside of the cooperative. Knowledge of solar generation is preferred with the ability to be able to answer member questions. Outstanding written and verbal communications skills, including public speaking. Strong computer skills and familiarity with commonly used business software. Responds to member concerns to ensure the highest level of satisfaction. Makes certain that all personnel reporting to him/her understand and accepts the responsibilities and authorities described in their position description. Communications to members is critical - courteously answer member inquiries and make every effort to gain their increased understanding and acceptance of the Cooperative's plans, programs and policies. Stays up to date on technology used by the Cooperative, specifically in Member Services. Basic knowledge of construction. Financial banking or personal finance experience. Ability to diffuse and bring calm to situations.

Physical Demands:

Ability to spend long hours sitting and using office equipment and computers which can cause muscle strain. Ability to lift/carry up to 23 pounds frequently. Ability to hear in the normal audio range with or without correction.

Work Environment:

Environment is busy, noisy and individuals will need excellent organizational and time and stress management skills to complete the required tasks. Stress may be caused by the need to complete tasks within tight deadlines. Occasional travel will be required. Job may require overtime work. Job may require occasional overnight travel for training or conferences.

Job Requirements:

Education and Experience:

Four-year Bachelor of Science or Arts degree, preferably in management, business, marketing, or an acceptable alternate discipline as determined by the hiring manager. Requires minimum five years' experience supervising in a call center or member walk in environment, preferably with a rural electric cooperative or in a utility or related environment. Requires successful completion of a pre-employment drug screening. Requires successful completion of a pre-employment physical examination/work simulation examination. Requires successful completion of a pre-employment background check.

Certificates, Licenses, Registrations:

Must have a valid driver's license. Prior to operating a cooperative owned vehicle, individuals must obtain a valid Mississippi license.