Member Service Supervisor - Umatilla Electric Cooperative : Job Details

SUMMARYThe Member Service Supervisor is responsible for supervising and coordinating the activities of the Member Service Representatives. The position drives positive Member Service relations with members by promoting and implementing excellent service. The Supervisor reviews work of subordinates for thoroughness, accuracy and compliance to company policies and procedures. The position oversees energy account payments and delinquent procedures.ESSENTIAL DUTIES AND RESPONSIBILITIES may includeother duties as assigned.

• Leads Member Service personnel, overseeing staffing needs and operating efficiencies to ensure the member service department is providing the highest level of support in response to member needs.
• Oversees department employee performance standards by providing training opportunities and performing ongoing evaluation. Coaches for improvement and performs appropriate disciplinary action as deemed necessary.
• Monitors and oversees the collection of accounts and the disconnection of electrical services. Ensuring each member is treated fairly.
• Monitors the operational performance of Member Service by performing trend analysis and benchmarking on key performance indicators and generates performance reviews.
• Defines and recommends process improvements, programs and solutions that ensure members are receiving the highest level of member satisfaction.
• Builds and transforms member relationships to be engaged and interactive. Implements and improves member facing technology and programs for in-person or remote interactions.
• Initiates, coordinates and enforces personnel adherence to Board and Operating policies and office procedures.
• Evaluates escalated member concerns and resolves or continues escalation to the department manager.
• Provides analytical reports as requested.

JOB DUTIES may includeother duties as assigned.

• Routinely apprises management on department issues, activities, accomplishments and milestones.
• Participates in energy rate change considerations and outreach development for communication to affected account sectors.
• Oversees payment processing, low income assistance disbursement, and delinquent account communications and procedures.
• Maintains and communicates departmental personnel schedules, ensuring adequate member service coverage.
• Works closely with vendors to ensure successful data exchanges and issue resolution.
• Leads member service department projects and is a key participant in implementations from conception to completion.
• Works with interdepartmental personnel to ensure company wide continuity and standardized process development.
• Builds professional and technical knowledge by attending meetings and workshops, reading professional publications, and establishing professional networks.
• Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
• Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
• Respectfully takes direction from supervisor.

SUPERVISOR RESPONSIBILITYDirectly supervises union employees in the Member Service departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participation in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.QUALIFICATIONSAbility to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required Qualifications:Education: Bachelor's degree in or equivalent combination of education and experience. Experience: Two (2) to Five (5) years related experience preferably in an electric utility or related field. Prior experience working within a union contract and/or in a supervisory role is preferred. Preferred Qualifications:

• Leadership and coaching skills to guide and motivate employee.
• Strong communication and interpersonal skills, with the ability to build strong and supporting relationships at all levels of the organization.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry, and to calculate complex energy rates.
• Must be adept at using various applications including database, spreadsheet formulas, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software. Ability to create and export databases, graphs, and reports.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• A valid Drivers' License is required for occasional business travel.

EOE M/F/Disability/Veteran