JOB SUMMARY:The Member Services Manager focuses on maximizing a positive consumer experience with DMEA and Elevate consumers by optimizing consumer support processes and drafting strategies for improvement. The Member Services Manager provides direction and support to the Customer Service and Member Coordinator teams with the goal of maintaining and expanding world-class customer service. The Member Services Manager is an independent thinker and worker, who analyzes information and data with the goal of improving processes, such as consumer acquisition, consumer escalations, and the consumer journey. Must have working knowledge of the valuable matrices necessary to track ongoing performance of the department.QUALIFICATIONS AND EXPERIENCE:
- High school diploma or GED equivalent required.
- A bachelor's degree from an accredited college in Business Administration, Public Administration or a closely related area of study. Any equivalent combination of education and experience may be substituted.
- Five (5) years minimum practical work experience and three (3) years of supervisory experience required, electric utility experience is desired.
- Must have experience operating general office equipment, and using personal computers including word processing and databases. Must be able to show strong people management skills and problem resolution proficiency.
- Must maintain a valid driver's license.
ESSENTIAL JOB FUNCTIONS:Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time.
- Directs the work of the Customer Service Representatives (CSRs) to meet schedules and complete projects as assigned. Reviews and evaluates performance of subordinates.
- Exhibits leadership skills and abilities to foster a team approach; coaches and educates CSRs to provide best-of-industry customer support; assists with advanced troubleshooting issues and more difficult or escalated customer-related events.
- Must show a proficiency towards escalation management practices and maximized consumer satisfaction.
- Serves as the primary member relations liaison within the member services department to provide excellent member/customer experiences.
- Supervises and coordinates data flow pertaining to Elevate customer accounts and recommends process improvements to afford employee performance improvements.
- Promotes a positive customer experience through ongoing and effective employee/customer/contractor/vendor communication and education.
- Attends community and promotional events as appropriate.
- Interprets and applies policies, procedures, bylaws, tariffs, statutes and regulations as set forth by the various Federal, State, local, and industry regulating bodies.
- Submits and controls budget needs for respective areas of responsibility.
- Assists with implementing new employees and departmental training on proper customer service procedures.
- Assesses departmental training opportunities and develops training plans and solutions to support customer service team needs.
- Coordinates and conducts departmental training sessions for technical and soft skills.
- Assists with developing sales skills and product knowledge of customer service team.
- Monitors, and maintains a positive employee and customer experience throughongoingandeffective communication and
- Documents processes and logs technical issues, as well as customer compliments and complaints.
- Analyzes information to identify customer service team and/or customer needs and takes proactive steps to maintain positive experiences and/or improve experiences.
- Administers customer account interface application and account messaging system.
- Requires in-depth knowledge of customer transactions, customer records, reports, IVUE, and company policies.
- Assists with advanced troubleshooting issues and more difficult or escalated customer-related events.
- Works with the customer service team to resolve complex issues to minimize escalations.
- Identify areas to improve efficiencies, reduce repeat calls, and provides feedback and coaching to the customer service team.
- Makes recommendations for improvement of employee and customer experience throughongoingandeffective communication and
- Assesses business needs to support excellent customer experience.
- Analyzes data from internal and external sources and proactively recommends strategies for improvement.
- Assists with developing, implementing, and evaluating customer/member-focused programs.
OTHER DUTIES AND RESPONSIBILITIES:Individual has the authority to take whatever action is deemed advisable or necessary and may initiate and carry out the action; but is required to advise superiors of the action taken when deemed necessary. Must inform superiors of non-routine situations.The above statements are intended to describe the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.KNOWLEDGE, SKILLS AND ABILITIES:Requires in-depth knowledge of customer transactions, customer records, reports, IVUE, and company policies. Must have the ability to effectively exercise supervisory and functional ability and authority. Must demonstrate leadership and coaching skills with proven ability to promote a positive working environment. Must have a demonstrated ability to deal directly with the public and employees.Requires experience handling and prioritizing multiple tasks and planning/organizing work to meet deadlines, all with a high degree of accuracy with attention to detail. Strong analytical and critical thinking skills with demonstrated problem solving abilities. Demonstrated effective communication skills and the ability to effectively work as part of a team. Requires demonstrated personal motivation and initiative to improve processes. Requires demonstrated ability to effectively deal with people in difficult or stressful situations.Requires the ability to present information to others and communicate effectively, and work in a changing environment to complete projects accurately within reasonable deadlines. Must work collaboratively with coworkers, members, and others.Requires a strong ability to interpret contracts, agreements, and administrative policies to properly apply provisions. Supervising and directing the work of subordinates as appropriate to build and lead a team successfully. Must be able to resolve administrative problems and effectively delegate duties to achieve results. Understands and uses the concepts of performance coaching.Understands the concept of providing quality services to our members/customers and agrees to maintain a continuing commitment to superior people-to-people service. ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:Requires frequent sitting, standing, walking, and use of keyboard/computer; and occasional bending, kneeling, and reaching, and lifting to 25 pounds. Requires finger dexterity, good vision and hearing, ability to speak, and the ability to perform close work. Office equipment used includes personal computers, related software, copy machines, fax machines, etc. WORKING CONDITIONS:Regular, predictable attendance is required. Close to 90% of the employee's day is spent indoors at a desk in an office environment. On a daily basis requires talking with members and customers, including some who may be angry. Occasional travel by company vehicle and commercial means is required.