Southwest Arkansas Electric Cooperative Corporation
MANAGER OF MEMBER SERVICES– Job opening at the Texarkana, Arkansas, Headquarters office. The position requires a minimum of 5 years Customer Service experience. A college degree with an emphasis in business and a minimum of 5 years management experience is preferred.
Make application by January 31, 2019, at the Texarkana headquarters located at:
Southwest Arkansas Electric Cooperative Corporation
2904 East 9th Street
Texarkana, Arkansas 71854
Or email to firstname.lastname@example.org
An application must accompany a resume to be considered for the position.
Interview is by invitation only.
This institution is an equal opportunity provider and employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
Management of the Customer Service Department including Billing, Receiving, Collections, New Accounts, Capital Credits and related activities at the Headquarters and Districts.
Recommends actions related to employment and dismissal, job training and safety of Customer Service personnel.
Use and assist others in use of computer software including NISC, personal computer and network.
Management of front-line customer service representatives to ensure positive member interactions and to deal with and respond to special customer requests and complaints.
To provide personnel with knowledgeable information regarding the use of CIS programs available through NISC. Primary in-house contact with NISC regarding program problems, updates and special programming requests.
Primary contact providing information to the Arkansas Public Service Commission as requested regarding member complaints.
Develop a work ethic and corporate culture focused on customer service excellence.
Supervises ordering of computer, printer and office supplies used Coop wide as well as all in-house design and printing of forms used by the Cooperative.
KNOWLEDGE, SKILLS, AND ABILITIES:
1. Database management, knowledge of word processing and spreadsheets.
Understanding of utility billing systems.
Knowledge of PSC rules and regulation.
Familiarity with rural electric cooperative structure and customer based operations.
Knowledge of general office procedures, collections, customer service and billing.
Ability to effectively communicate with the public, membership and employees in person, on the telephone, and via email.
Ability to communicate effectively with auditors, IT representatives, PSC representatives and others in carrying out job duties.
Ability to make and verify computations accurately and quickly.
Ability to operate business machines such as personal computer, calculator, and copier.
Ability to learn and assist co-workers in use of NISC and personal computer software.
Ability to interpret and analyze PSC regulations and Cooperative Policy and Procedures to effectively carry out job duties.
Ability to work with all aspects of the public to enhance the Cooperative’s image.
Ability to work within the Cooperative to further develop a work ethic and Cooperative culture focused on customer service excellence
Must be skilled at managing people, projects and time. Must be able to handle multiple tasks at the same time. Must possess excellent communication and human relations skills
Required to be a team player with high integrity, regular work attendance, courteous and professional, able to work well with a diverse group of people, ability to gain and maintain respect of others, both inside and outside the cooperative.
Compiles mailing list for Annual Meeting of Members, working with the Administrative Assistant to ensure accurate information is sent to members and assists in the implementation and operation of the Annual Meeting. Manages the mailing of materials to members for the Annual Meeting.
Plans and develops member information materials regarding energy conservation, Cooperative rates and member service programs in the form of brochures and handouts.
Assists with the preparation of the annual audit for the Oklahoma Public Utility Commission.
Directs and supervises activities including collections and refunds, printing of daily reports and the balancing of accounts.
Recommends data processing needs, solutions and develops implementation of new software applications for use by Customer Service Reps.
Creates customized reports as requested by other departments to assist in maximum productive use of available data.
Administers Capital Credit Allocation and Capital Credit Retirement to member accounts.
Supervises records retention and any purging of data from the CIS module.
Orders promotional items used by the Cooperative.
Ability to work with Engineering and Operations employees relating to Customer Service duties.
Ability to work with auditors, NISC, PSC representatives and others.
Works as a team member with other department managers to correct member complaints and develop methods to provide effective, efficient daily operations.
Develops recommendations regarding departmental organizational structure and practices to accomplish Cooperative goals through the most effective and efficient utilization of available resources.
Assists in evaluating, formulating and implementing programs, policies and methods to promote and facilitate the effective and efficient operation of the Cooperative toward achieving its mission and goals.
Coaches, organizes, directs and counsels department employees on performance and personnel issues to improve productivity, employee morale, a safe working environment, efficient operation of the Cooperative and satisfied members. Reviews plan of action periodically with employees to determine if improvements are being accomplished.
Responsible for the department selection, assignment, training, development, review and performance evaluations for recommending pay changes and other employee status actions based on performance measures while maintaining compliance with state and federal laws and Cooperative policy to assure the maintenance of a competent, motivated and effective work force.
Serves as primary Customer Service contact and maintains a professional working relationship with the Arkansas Public Service Commission and possesses a thorough knowledge and understanding of their regulations regarding customer service.
Coordinate scheduling and training programs for personnel with NISC and NRECA.
Works directly with servicemen in disconnection of delinquent accounts.
Communicates directly with members requesting a medical extension due to inability to pay a delinquent account, explaining the procedure, documenting the account and sending the approved forms to a medical doctor.
Communicates directly with personnel from Southwest Arkansas Development council regarding member accounts that may qualify for government assistance.
Performs the functions of the accounts representatives for an assigned area when needed to maintain member services in an accurate and timely manner.
Completes all entry of time for supervised personnel. Schedules Customer Service Reps for adequate coverage in each office area. Schedules requested time off for Customer Service Reps.
Responds to customer inquiries and complaints that Customer Service Reps are unable to resolve.
Keeps supervisor informed of any staffing and operational problems that may arise.
Works with other departments to enhance member satisfaction.
Provides monthly mailing list of members to Arkansas Living magazine as well as information requested in their annual ABC audit.
Provide guidance and direction for Customer Service department personnel in situations which are complex, out of the ordinary or without precedent.
Analyzes data from the month end reports for reporting in staff meeting and correcting inaccurate data.
Manage Customer Service representatives to ensure proper Cooperative and Arkansas Public Service Commission procedures, rules and regulations are followed when speaking with members.
Coordinate with IT Manager as needed for updates to website.
Supervises processing, balancing and depositing of all payments received and posted at the Cooperative.
Assists the IT Manager with information and expertise leading to more effective use of new and existing Cooperative resources such as hardware, software and office equipment.
President & CEO and Vice President of Finance & Accounting, Member Services and Personnel – Requests advice and assistance and confers on operational and personnel matters; provides advice, assistance and information on employee development and member accounts.
All other employees –Maintains harmonious, courteous and understanding relationships while fostering a collaborative teamwork environment.
Supervises Customer Service Representatives.
High school diploma or equivalent required.
A minimum of 5 years Customer Service experience working with a utility or similar organization.
College degree with emphasis in business is preferred.
A minimum of 5 years Management experience is preferred.
About Southwest Arkansas Electric Cooperative Corp
SOUTHWEST ARKANSAS ELECTRIC COOPERATIVE CORP., with headquarters in Texarkana, Arkansas, is a progressive rural electric utility service with over 28,000 meters in southwest Arkansas.