To manage the district support services in accordance with Cooperative policy and procedures in order to provide prompt, efficient, economical and courteous service to the membership.
Direct, monitor and appraise the performance of individual office and call center managers and their employees. Provide the necessary coordination between district offices and the call center to ensure they are operating on a consistent basis with regard to our service rules and regulations.
Reports to: President and Chief Executive Officer
Supervises: District Office Managers
Call Center Manager
Member Accounts Analyst
RESPONSIBILITIES AND AUTHORITIES
Participate in strategic and operational planning processes for the Cooperative as a member of the senior management team.
Defines and recommends short and long term plans, programs and solutions that ensure the members are receiving the highest level of member satisfaction possible.
Monitors and oversees staffing needs and operational efficiency to ensure the customer service department is operating within budget.
Monitors and oversees the billing of member accounts to ensure accurate billing of revenue.
Oversees the effectiveness of the call center by monitoring key performance standards that ensure the call center is providing exceptional customer service to our members/consumers that are consistent with the Cooperative’s customer service standards.
Responds to member concerns to ensure the highest level of satisfaction.
Plans and organizes meetings and communication with the customer service staff to maintain consistency in operating policy and procedures between each district and call center.
Oversees and approves training plans and programs to ensure the employees in the department are trained and equipped to provide the highest level of member satisfaction.
Monitors and oversees the collection of past due accounts and the disconnection of electric service for non-pay members. Ensuring that each member is treated fairly and when appropriate given ample opportunity to find and receive assistance.
Prepares, recommends and administers the budget for the customer service department.
All duties as assigned within the parameters of all applicable federal, state, and local labor and safety laws and/or regulations.
Recommends organizational structure and staff required to the President/CEO.
Prepares job description, reviews and approves job description of each employee in department.
Selects and hires employees under his/her direct supervision.
Administer compensation plan in the department in accordance with personnel policy and budget limitations.
Appraises performance of personnel under his/her supervision in accordance with established policy.
Trains and develops employees under his/her supervision in accordance with requirements. Participates in Cooperative training programs.
Makes certain that all personnel reporting to him/her understands and accepts the responsibilities and authorities described in their position description.
Delegates such responsibilities and authorities to those reporting to him/her with full recognition that he/she retains overall accountability.
Reviews time sheets, sick leave and annual leave for the department.
Knowledgeable of Cooperative’s policy and service rules and regulations and sees that personnel reporting to him/her understands policies.
Reviews department expenditures and compares expenses to budget.
Develops annual department budget and work plan.
Participates in civic and community activities to promote the understanding and acceptance of the Cooperative’s policies, plans and programs.
Keeps informed regarding trends and developments in area of responsibility. Participates in seminars, training programs and trade meetings.
Members – To courteously answer member inquiries and if unable to do so, to direct them to the appropriate person, to make every effort to gain their increased understanding and acceptance of the Cooperative’s plans, programs and policies.
Builders and Contractors – To advise and assist them in ways to build energy efficient homes.
Community and Civic Groups – To actively participate in community and civic affairs and to take every opportunity to obtain increased understanding and acceptance of the Rural Electric Program.
Other Utilities – To coordinate any work that may be necessary with regard to coordination of service ensuring that necessary information is obtained and made available to this effectively.
EDUCATION: College degree required in an appropriate field. Courses in psychology, public speaking and human relations helpful. Experience in customer/member services required.
EXPERIENCE: Must have 7-8 years of progressive experience in business related industry. Member and/or public relations, accounting, operation or administrative services. Must have at least two (2) years with an electric utility preferably a Cooperative is required. Five (5) years in the position to become proficient.
KNOWLEDGE: Should possess an effective working knowledge of the principles of management, human relations, budgeting and personnel administration. Must know the basic uses of electricity. Should also be knowledgeable of Cooperative policies.
& SKILLS: Must have the ability to plan, direct and evaluate employees. Both office and operations personnel. Must possess the necessary supervisory skills to train, counsel and motivate personnel. Must have highly developed communication skills both oral and written. Must possess a valid South Carolina driver’s license.
CONDITIONS: Usual office conditions with regular hours; however, some irregular hours and days will be required. Occasional night work required. Some overnight travel may be necessary.
Employer will assist with relocation costs.
Additional Salary Information: Salary commensurate with experience