FreeState is the largest rural electric cooperative in Eastern Kansas, with more than 15,000 member-owners. It functions as a democratic, not-for-profit organization. We are controlled by our members who actively participate in setting cooperative policy and making decisions in the best interest of the cooperative. Unlike investor-owned utilities, our profits are returned to our members as capital credits.
The Member Relations Supervisor oversees the Member Services Representatives and Member Account Coordinators at FreeState Electric Cooperative (“Cooperative”) in an effective and efficient manner in order to deliver the highest level of service to FreeState’s member-owners. This position oversees the Cooperative’s call center operations and training, member relations support, and work management support.
Oversees the Cooperative’s call center operations by providing support and leadership to member services employees while motivating the team toward efficient, accurate, and timely handling of member inquiries.
Develops and promotes uniform cooperative standards and processes by creating or adopting policies, procedures, and record keeping methods to achieve efficiencies and remain in compliance.
Organizes, directs, and coordinates employees in accordance with established policies, plans, and objectives while complying with federal, state, and local laws.
Collaborates with the Member Relations Manager in ongoing call center monitoring and quality assurance.
Handles escalated and/or complex member service disputes or issues.
Oversees all aspects of performance and development of the Member Services Representatives and Member Account Coordinators.
Carries out supervisory responsibilities which includes interviewing, hiring, training and coaching employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Provides employees and members of the Cooperative, and other business associates with prompt, courteous service which results in good customer and public relations.
Maintains an in-depth understanding of the billing and service order software system with respect to member service activities.
Oversees the generation of service orders which detail the type of work to be performed so the operations personnel may quickly and efficiently respond.
Explains billings and adjustments to members, as well as adjusts such accounts as necessary.
Answers telephone in a prompt, courteous and efficient manner.
Promotes excellent member relations by ensuring that all member complaints are satisfied promptly and that members understand the policies and objectives of the Cooperative.
Oversees the capital credit system and estate retirements.
Assists employees in handling difficult or complex problems.
Manages collections efforts to help reduce annual write-off amounts.
Ensures that all monies are accounted for and deposited regularly.
Properly records all additions, deletions, and changes of members and/or status of accounts on applicable records.
Monitors member accounts and makes a strong effort to hold delinquent accounts to a minimum.
Participates in all cooperative related functions including events and meetings, contributing as needed.
Provides for the custodianship and protection of all member records.
High School Diploma or GED is required; Associate’s degree or some college coursework is preferred.
At least three(3) years of supervisory experience is required.
At least five (5) years of customer service experience is required.
Must possess a valid driver’s license.
Knowledge and experience working with standard office equipment including computers (10-key and keyboard), copiers, printers and scanners.
Advanced proactive customer service and follow-up skills with the ability to maintain a professional relationship with members and staff, including times during frequent demands.
Consistently sits for extended periods of time. Occasionally stands, walks, bends, stoops, squats, lifts, unpacks, and moves up to thirty (30) pounds.
Ability to perform finger and hand manipulation and perform repetitive motions in order to use a computer keyboard and telephone, as well as other office equipment.
Ability to read computer screens, mail and talk on the phone.
Professional and deadline-oriented environment in an office setting.
Interaction with staff, vendors, and members.
Regular, reliable attendance is required.
Must be able to report to their primary worksite after regular business hours, as soon as possible, in the event of an emergency situation such as electrical outages, inclement weather, etc.
Ability to travel to attend meetings, trainings, workshops, and seminars, as directed.
FreeState is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.