Manager of Member Services

Company Name: Kootenai Electric Cooperative, Inc.
Phone Number: (208) 292-3263
City: Hayden
State/Provence: Idaho
Zip: 83835
Job Title: Manager of Member Services
Number of Openings: 1
Position Type: Management
Posting Start Date: July 13, 2018
Salary: DOE
Salary Per: Per Month
Work Time Type: Hours
Duties:

Purpose of Position:  Manages and provides leadership to member services and energy services representatives engaged in providing service to the Cooperative’s membership. Responsible for planning, organizing, leading and controlling all activities of the department.  Develops and implements budgets and operating procedures.  Ensures all members receive exceptional service and support. Oversees billing, credit collection, and capital credit allocation functions.  Ensures customer accounts and other records are accurate and up-to-date.

  1. Manages, supervises, and leads member service representatives and energy services representatives. Responsibilities include planning, organizing, directing, and monitoring work activities of team members; work scheduling; setting of individual performance standards and goals, reviewing and evaluating individual performance, and training/development of team members’ skills, knowledge, and abilities.
  2. Determines resource requirements to effectively and efficiently carry out assigned responsibilities, including but not necessarily limited to staffing, training, budget, materials, equipment, etc. Maintains budget for the department.
  3. Responsible for departmental accuracy and adherence to the processes and procedures of the Cooperative.
  4. Oversees KEC’s energy services.
  5. Assists in preparation of incentive and financing agreements for energy efficiency and renewable energy projects.
  6. Manages activities related to the KEC annual meeting, including working with KEC’s board of directors, management, staff, nominating and elections and credentials committees, KEC trust board, and vendors.
  7. Keeps management and Board of Directors informed with regular reports of departmental performance.
  8. Ensures prompt, friendly, efficient, fair, and equitable treatment and service to members and employees of KEC.
  9. Ensures departmental work plans are aligned with and fully support Cooperative goals and objectives. Ensures work is completed on time and within budget.
  10. Ensures proper and accurate recordkeeping of member billing, service orders, member contacts and capital credit allocations and retirements.
  11. Reviews and responds to escalated member contacts regarding any complaints or compliments.
  12. Monitors aging account balances and write-offs, accounts assigned to credit bureau and write-off accounts assigned to Capital Credits.
  13. Guides the development and implementation of cooperative policies and procedures that impact the member.
  14. Analyzes and recommends business process improvements to benefit the cooperative and its members.
  15. Maintains effective and routine communications with staff and is available during normal business hours to support issues that arise.
  16. Periodically evaluates compensation prevailing in the labor market for positions within the Member Services Department and recommends wage and salary adjustments in accordance with established policies and procedures and collective bargaining agreements.
  17. performs other duties as required.
Experience Required:

Education/Experience:

  1. Completion of two or more years of studies at an accredited college, or 5 or more years of related experience in an electric utility industry.
  2. Requires at least 3 years of related experience in a management or supervisory role, preferably in the electric utility industry with union represented employees.
  3. Experience working in a call center or customer service role within an electric utility preferred.
  4. Experience working with NISC preferred.
  5. Valid driver license.

Knowledge and Skills:

  1. Excellent leadership skills, including skill in motivating and inspiring staff, solving problems, making sound decisions, building cohesive teams and being a team player with a collaborative mindset and a positive supporting attitude.
  2. Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management. Ability to build strong working relationships.
  3. Experience with general office practices and procedures, use of various office machines and equipment including but not limited to computer, telephone, copying equipment, and adding machines/calculators.
  4. Excellent mathematical skills and problem-solving ability.
  5. Experience in Microsoft Office Suite with significant expertise in Outlook, Word, Excel, and PowerPoint.
  6. Knowledge and understanding of basic bookkeeping.
  7. Ability to understand, interpret, and apply cooperative policies and procedures.
  8. Experience with customer service, billing rates, and credit and collection procedures.

Mental Demands:

  1. Ability to handle delicate situations with exceptional diplomacy. Ability to deal calmly, professionally, and tactfully with difficult people, including customers who may be angry, abusive, and/or threatening.
  2. Ability to work with law enforcement agencies and to maintain confidentiality regarding information.
  3. Ability to work independently with minimal guidance and supervision.
  4. Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.
  5. Flexibility to respond quickly and effectively under time pressure.
  6. Ability to understand personal and departmental role in the bigger organizational picture, and to respond as an effective team member.
  7. Ability to concentrate, compare, copy, compute, compile, analyze, coordinate, and synthesize.
How to Apply:

Duties, job requirements, and application are available at www.kec.com. Interested candidates must complete a KEC employment application, with supporting materials, available at www.kec.com.  Applications must be received by August 13, 2018, to be considered.

KEC is an EO Employer- M/F/Veteran/Disability

Posting End Date: August 12, 2018