Southside Electric Cooperative

Supervisor of Member Service

Powhatan, VA

About This Job

At Southside Electric Cooperative (SEC), we do more than deliver power, we empower people.

We are looking for a Supervisor of Member Service who is passionate about people and inspired to support services that make a real difference for the members and communities we serve. The position will be based at our office in Powhatan and will also have oversight of our member service team in Dinwiddie. Travel to Dinwiddie will be required on an ongoing basis.

What will you do if hired?

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Supervise and manage a team of Member Service Representatives, providing guidance, support and regular performance feedback while holding team members accountable to service standards, policies and departmental goals.

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Hold yourself and your team accountable to high customer service standards with empathy, patience and professionalism.

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Establish and build relationships with Member Service Representatives that produce an environment for effective training and respectful dialogue in evaluating department procedures and new ideas.

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Coordinate with the Director of Member & Energy Services to develop communication and leadership skills, focusing on mentoring, developing, and holding Member Service Representatives accountable for promoting the Cooperative’s core values when interacting with members, fellow employees, and the public.

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Monitor daily call volume and ensuring Member Service Representative (MSR) phone availability,

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Collaborate with other Supervisor of Member Service team members to improve service provided to members, develop efficiencies in work processes, and improve team dynamics.

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Deliver exceptional, solution-oriented service to members via phone, drive-thru, in-person, e-mail, general correspondence, or other digital channels.

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Handle escalated member calls with professionalism and efficiency, resolving complex member concerns and ensuring member satisfaction while supporting front-line staff.

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Receive public contacts by telephone regarding Cooperative electrical services and programs.

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Resolve questions that may arise with a member’s electric service.

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Produce service orders for new accounts, transfers, reconnections, and disconnections at the request of members.

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Assist members in understanding and managing their energy consumption through education, usage analysis, understanding of appliance consumption, and other available tools and resources.

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Provide guidance on energy efficiency best practices, budget and levelized billing and other solutions unique to that member.

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Organize work schedule for MSRs during power outage restoration efforts.

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Answer calls as needed during normal working hours and major power outage situations.

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Assist with training of MSRs; assist with training of other SEC personnel in handling calls during outage situations.

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Make payment arrangements and establish deposits for residential and non-residential SEC members within established guidelines.

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Perform follow-up (tracking) to ensure member problems and/or inquiries are resolved.

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Advise Director of Member and Energy Services of ways to better handle member calls through improvements to equipment, training, support materials, computer programs and procedures.

Our ideal candidate answers "yes" to the following questions:

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Do you have an associate's or bachelor's degree in business administration, accounting, communications, or public relations?

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Do you have five or more years of progressive work experience in the area of member or customer service?

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Do you have at least three years supervisory experience in a customer service environment?

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Do you have experience working for an Electric Cooperative?

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Can you effectively lead, coach, and manage a diverse group of employees in two locations (Powhatan & Dinwiddie)?

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Do you have the ability to analyze data and recognize usage patterns?

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Are you able to respond and resolve member service complaints quickly and systematically?

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Are you capable of performing mathematical calculations and computer raw data entry?

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Do you have advanced knowledge of customer service and conflict resolution?

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Do you have strong interpersonal and communication skills?

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Are you able to work on multiple tasks, delegate, and deal with ambiguity?

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Do you reside within 60 minutes legal driving time of our office in Powhatan, VA? Or are you willing to relocate to this area?

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Are you willing to commute to both Powatan and Dinwiddie on a weekly basis?

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Do you offer unfailing reliability?

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Are you willing and available to work at any time that you are called to do so? While the schedule for this position is M-F 8:00 a.m. to 5:00 p.m. during major storms or prolonged outage situations, you can expect your schedule to extend to nights, weekends, and even holidays if needed. Please consider this obligation carefully before applying.

This is an exempt level position.

At Southside Electric Cooperative, our members are our priority. We are not intimidated by adverse situations, and we know extra hours will be necessary during emergencies. Like you, we are always ready to roll up our sleeves and get to work when the workload demands. While other businesses close their doors during inclement weather, we report to work to serve our members, any time, night, or day.

Benefits

Because SEC employees take great care of our members, we reward them with a very competitive salary and an excellent benefits package that includes:

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Employer sponsored Retirement plan after one year of service.

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Employer contributions to employee 401(k) accounts after one year of service. (Employees may contribute after completing a full calendar month of service.)

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HDHP Anthem HealthKeepers health insurance with 100% employer paid premium for employees and 95% employer paid premiums for their eligible dependents. (Anthem KeyCare is also available with a small employee premium.)

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Anthem Dental and Vision, with 100% employer paid premiums for employees and their eligible dependents.

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Available Accident, Critical Illness, and Hospital Indemnity plans through Anthem.

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Health Savings Account (HSA) with annual employer contribution.

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Health Reimbursement Arrangement (HRA).

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Basic Life Insurance and AD&D insurance, each at 3x annual salary for employees with 100% employer paid premium.

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Affordable life insurance for dependents including $20,000 life insurance per child for only $2 per month, regardless of the number of children covered.

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Tuition reimbursement including books and required class and university fees.

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Premium LifeLock with Norton.

NO RECRUITERS OR AGENCIES!

Documents to establish identity and employment eligibility are required. Offers of employment are conditional upon a negative alcohol and controlled substance test, as well as a successful background check.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

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