Pierce Pepin Cooperative Services (PPCS), located in Ellsworth, WI, seeks a Vice President of Member Relations to lead and manage member relations activities. PPCS serves 6,800 members in western Wisconsin. With convenient access to the Twin Cities metro area of St. Paul/Minneapolis, living and working in our service area provides tremendous opportunities for professional and personal rewards. This is a senior management position requiring broad experience in customer service, leadership of people, integrating member success programs, and strategic development.
*Please note, preference will be given to individuals who may also have experience in information technology. Please see position opening for Information Technology Manager. Candidates who meet both criteria will be given preference.
Essential Job Duties
Leadership and oversight of the department staff.
Develop, implement, and review operating and capital budgets.
Provide strategic input into developing/establishing strategic member relations plans to achieve cooperative programs.
Establish, maintain, and promote consistent image throughout products and services offered cooperative wide.
Communicate with department vice presidents/managers to obtain effective implementation of department initiatives.
Supervision of front office staff procedures including, but not limited to collections, billing, cash handling, and accounts receivable. Provide leadership and direction as necessary.
Develop, recommend, and implement cooperative policies and procedures.
Respond to staff and member concerns and issues in terms of personnel issues, cooperative policies, and cooperative procedures.
Oversight of key accounts, load management, and member satisfaction programs.
Support the cooperative with planning and coordination of providing cooperative programs and offerings to members.
Ensure effective and timely responses to member concerns on high usage and other billing concerns.
Periodically reviews performance of direct report employees.
Counsels and advises subordinates. Reviews that all personnel are trained in the requirements of their position.
Reviews and approves time sheets and PTO schedules for all reporting personnel.
Develops, generates and maintains team spirit and enthusiasm through the department by appropriate delegations, recognition of accomplishments, coaching and counseling and assignments according to merit.
Keeps supervisor informed by completing regular reports on a timely basis and advising of unusual situations or problems arise.
Carries out and implements special projects and other assignments and directed.
Constantly studies department activities to determine more efficient ways to carry out department objectives.
Demonstrate cooperative shared values.
Knowledge, Skills, and Abilities
High school diploma or equivalent required; Bachelor’s degree in Business Administration or equivalent field is required. A Master of Business Administration or related degree is preferred.
Strong negotiation skills, ability to deal with challenging customer issues.
Ability to maintain professionalism during stressful situations.
Public speaking, ability to deliver cooperative value proposition to stakeholders.
Working knowledge of customer contact channels, including IVR is preferred.
Knowledge of Microsoft Office / Office365.
Strong written and oral communication skills.
Experience working in a team-oriented, collaborative environment.
Additional Salary Information: PPCS offers a competitive compensation and benefits package. Salary based on experience. A full position description can be viewed at www.piercepepin.coop/careers-ppcs.
About Pierce Pepin Cooperative Services
Pierce Pepin Cooperative Services (PPCS) is a strong community-focused electric cooperative with opportunities to promote leadership, integrity, accountability and innovation.
PPCS is located in Ellsworth, a village of approximately 3,300 residents and the county seat of Pierce County. Ellsworth combines a rural lifestyle with access to the advantages of a big city. With the Twin Cities metro area of Minneapolis/St. Paul just 40 miles away, residents have easy access to the Minneapolis/St. Paul International Airport, professional sports teams, shopping, restaurants, theatre and museums. The local area boasts beautiful landscape and scenery, and recreational options include the Mississippi and St. Croix rivers, state and local parks, hiking, biking and snowmobile trails. Excellent educational facilities are close by with the University of Wisconsin-River Falls just 15 miles away, University of Wisconsin-Stout 40 miles away, and the University of Minnesota-Twin Cities 50 miles away. Nearby River Falls also provides exceptional technical training through Chippewa Valley Technical College. Residents of Ellsworth and surrounding communities enjoy the unique lifestyle of rural and city and the opportunities it provides.