Manager of Member Services

Company Name: Fall River Rural Electrical Cooperative
Phone Number: (208) 652-7032
City: Ashton
State/Provence: Idaho
Zip: 83420
Job Title: Manager of Member Services
Number of Openings: 1
Position Type: Management
Posting Start Date: August 1, 2018
Salary: $95,000 - $145,000
Salary Per: Per Year
Work Time: 5
Work Time Type: Days
Duties:

Prepares and proposes the department’s work plan, goals, and budget which support the Cooperative’s vision and goals.

Engages in long-range strategic planning as part of the management team, and is responsible for seeing that the Member Services department is instrumental in carrying out Fall River’s mission.  Cooperative and departmental goals will be clearly explained to department staff to ensure goals are monitored and accomplished.

Keep senior management team and CEO informed by collecting, analyzing and summarizing information and preparing reports as needed.

Serve as a mediator for problems that cannot be resolved by Member Services Representatives.

DUTIES AND ACCOUNTABILITIES (Continued):

Meets specific departmental objectives/goals.

Takes the initiative to recognize needed changes and makes recommendation to the CEO.  Has functional responsibility for implementing and ensuring policies and procedures are followed.

Performs all supervisory responsibilities associated with the department, including handling employee-related issues and administering employee performance appraisals.

Provides sound direction to staff and helps them understand established policies which enable staff to perform their duties, and uses discretion to resolve member’s concerns and to hold staff accountable for the work they do.

Maintains Member Service staff by recruiting, selecting and training employees.  Assists in planning, monitoring and evaluating job performance of employees.

Supports and enforces company policies and procedures as a member of the management team.

Establishes and maintains effective professional working relationships with co-workers and all levels of management.

Other related duties as assigned.

Experience Required:

A minimum of six years customer service experience with specific knowledge of Fall River’s By-laws and regulations and in directing the work of others.  Or, a combination of education and experience providing equivalent knowledge.

Must possess excellent management and communication skills.  Must be organized, innovative, and possess strong human relations skills. Needs ability to effectively communicate with customers, employees, and billing software vendors to provide quality customer service and provide training to department personnel.

Ability to direct the customer service staff to maintain a smooth working relationship throughout the department.

Must have the ability to resolve complex and sensitive customer service problems through research and investigation of documentation, and to negotiate with customers.

Skill in scheduling employees and delegating work effectively among customer service personnel.

Knowledge of spreadsheet programs and other computer related software and office equipment for the preparation of reports and instruction manuals.

Skill in performing moderately complex mathematical computations using addition, subtraction, multiplication, division, ratios and percentages used in determining customer account adjustments.

Knowledge of personnel and management relations in order to maintain a qualified workforce and good public relations.

Knowledge of PUC regulations and other laws as they relate to the collection of past due accounts and disconnection of services.

Posting End Date: August 24, 2018