Serves as a member of the NGEMC executive staff and leads Member Services. Builds members’ trust of NGEMC via programs, offerings, and communication so that members view NGEMC as a partner in their overall energy decisions. Delivers unprecedent levels of member service and engagement. Understands and appreciates the needs and expectations of the members while constantly evaluating how NGEMC may best respond. Keeps Executive Staff and CEO well informed.
As a Vice President, has great flexibility and responsibility in developing goals and implementing action plans in line with the purpose of the position. Direction will be provided in broad parameters and expected results.
Bachelor’s Degree in a business or engineering discipline (MBA preferred)
5-10 years of management experience
A proven track record and demonstrated success in leading others and implementing customer service initiatives.
Familiarity with technology and systems used in a member services & engagement environment.
Creates an environment of excellence.
Develops new and traditional forms of member outreach to promote members’ trust and ultimately ensure an unprecedented level of member engagement.
Ensures that NGEMC is on the leading edge with member service & engagement strategies by staying up to date on best practices, legal issues, and development of technologies for this industry function. Keeps CEO and executive staff aware of same.
Serves as visionary for NGEMC-wide processes and procedures, keeping in mind the desired focus on member service.
Has oversight responsibility for the call center, cashiering, face-to-face member contact for new service or changes to existing service, and energy services.
Continually looks for improvement opportunities and works with executive staff members and other company leaders to implement problem solving strategies.
Consistently reflects leadership that aligns with the cooperative values and builds a culture centered around the same.
Creates and maintains relationships and rapport with NGEMC employees to enhance engagement of employees and members.
Accountability – Demonstrates a high level of dependability and ownership in all aspects of the job. Adaptability – Understands that there can be many different ways to deal with situations and adapts as needed to arrive at effective solutions. Willing to switch to a different strategy or accept new ideas.
Analytical Thinking – Weighs the costs, benefits, risks and chances for success while making a decision.
Approachability – Puts others at ease so that they can be at their best.
Aspiration – Shows initiative and vision, delivering on promised results, communicating effectively, and taking appropriate risks.
Building Teams – Chooses and develops members of the team intentionally and strategically. Does not allow personal feelings to dictate others’ opportunities.
Career Ambition – Seeks opportunities to develop self.
Communication – Communicates clearly, concisely and candidly with people at all levels of the organization; avoids vagueness, ambiguity and mixed messages. Listens effectively.
Composure – Conveys a positive image of self, team, and the company effectively.
Conflict Management – Brings conflict within the team into the open and facilitates a beneficial conclusion. Works well with other team members and does not contribute to unproductive group conflict.
Consistency – Repeatedly shows positive results on his/her work.
Courage – Is open and direct with others and provides appropriate honesty and feedback.
Creative Thinking – Possesses the ability to develop and offer creative solutions. Develops or creates new and original ideas.
Customer Focus – Satisfies expectations and requirements from both internal and external stakeholders. Identifies customer needs and provides solutions or answers to problems.
Data and Technology Driven – Focused on proven facts and empirical data to make decisions and drive progress. Comfortable using technology to optimize performance.
Delegation Skills – Allocates decision-making and responsibilities to lowest level possible to ensure growth of subordinates and optimization of employee resources. Maximizes individual and organizational efficiency.
Emotional Intelligence – Adapts and identifies the appropriate emotional response to various scenarios.
Enthusiasm – Faces job responsibilities with a contagious energy and interest.
Ethics – Demonstrates a sense of corporate responsibility. Driven by positive moral principles that govern his/her approach to work.
Forward Thinking – Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems.
Leadership – Drives progress by setting a good example. Recognizes top talent and cultivates others’ potential. Provides clear and productive feedback. Effectively shares job knowledge and technical skills with others in the organization. Expresses confidence in others’ ability to be successful.
Presentation Skills – Writes clearly and develops dynamic presentations that inform, inspires, or persuades. Can confidently speak before an audience.
Problem Solving – Able to understand the root of issues, and actively works through them to find the best possible solution for the organization. Is proactive in bringing problems forward as they occur. Has a strong sense of urgency about solving problems and completing work.
Professionalism – Maintains tact in addressing difficult, awkward or conflicting situations.
Safety – Continually adheres to regulations and ongoing training to ensure that he/she and his/her team are protected from an unlikely to cause danger, risk, or injury.
Teamwork – Provides assistance, information or other support for the team to build or maintain relationships with them.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities (some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees). Requires physical ability in reaching, stooping, standing, walking, lifting, must be able to lift small objects with the fingers, grasping, talking, hearing, repetitive operations, and defined sedentary work. Visual acuity required with administrative machine operation.
General office environment; requires the flexibility to work irregular hours for assignment completion; requires the ability to work during emergency situations and availability during inclement weather; requires a commitment to be engaged at all times and responsive as needed.
About North Georgia EMC
NGEMC Mission Statement:
Since 1936, every day, any time: keeping the power on.
The Mission of North Georgia EMC is to provide a reliable, quality, cost-based supply of electricity to our cooperative members. North Georgia EMC is committed to achieve success in all areas related to the principles of the public power model: People, Safety, Business, and Integrity.
We provide our members with a constant flow of comfort, convenience, productivity, and entertainment.