Assigned Personnel: Member Services Representatives, Cashier/Clerks, Office Coordinator and other assigned personnel
FLSA Status: Exempt
Safety Sensitive: No
Plan, organize, supervise, and coordinate office and member service activities to achieve a productive and efficient workforce for electric and fiber services while adhering to the department’s strategic goals.
The standards of excellence represent the code of conduct required of every employee to ensure a culture of excellence is maintained throughout the cooperative.
Supports the organization by having sufficient knowledge of programs and services offered and professionally representing the organization in a positive manner. Contributing to high organizational and team performance through a commitment to excellence.
Accepts challenges and supports change within the organization. Demonstrates commitment, and overcomes resistance through resourcefulness and creative problem solving.
Allocates time and attention based on what is most important to achieve key goals and objectives.
Effectively organizes and balances tasks and priorities to keep multiple duties on track.
Demonstrates effective skills in obtaining and researching facts and information. Interprets and analyzes information, including instructions and guidelines to make appropriate decisions.
Selects and uses appropriate communication methods and demonstrates follow through with commitments.
Observes safety and security procedures and actively demonstrates safe work practices at all times.
Exhibits integrity and demonstrates ethical behavior in everyday business conduct.
Essential Duties and Responsibilities
Maintain a safe working environment by adhering to policies, procedures, and regulations including any specifications set forth by federal, state, or local authority and the company-approved safety manual.
Work with the department manager to develop and implement to strategic vision and annual work plan.
Be proficient in the use of the Cooperative’s computer systems and software including iVUE.
Maintain staff performance in accordance with the Cooperative’s policies and applicable laws, including interviewing, selecting and training employees; planning, assigning, and directing work; appraising performance; reviewing timesheets for accuracy; rewarding and disciplining employees; addressing complaints and resolving issues in a confidential and tactful manner.
Implement effective office procedures including distribution of work and assignment of duties.
Understand and properly apply the Cooperative’s rates, terms and conditions of service, billing and collection policies, and regulatory rules and regulations.
Resolve product and service problems by clarifying member complaints; determine the cause of issues; selecting and explaining best solutions; expediting correction or adjustment; following up to ensure resolution while handling dissatisfied members and subscribers in a polite and professional manner.
Oversee the collection procedures ensuring efficient and effective procedures and practices are in use for electric and fiber services.
Implement procedures and practices to meet the on-going and changing goals of the department.
Provide for the necessary and proper training for employees of the department.
Communicate with all departments of the Cooperative, as well as, outside agencies to ensure quality service to our members and subscribers.
Other duties as assigned.
Analytical Skills - Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback and changes approach or method to best fit the situation. Exhibits ability to learn and apply new skills.
Member/Customer Service – Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs and solicits customer feedback to improve service.
Conflict Resolution - Encourages open communications, confronts difficult situations, maintains objectivity, controls emotions, and uses negotiation skills to resolve conflicts.
Continuous Learning - Assesses own strengths and weaknesses, seeks feedback to improve performance, pursues training and development opportunities, strives to continuously build knowledge and skills, shares expertise with others.
Change Management - Develops workable implementation plans, communicates change effectively, builds commitment and overcomes resistance, prepares and supports those affected by change, monitors transition and evaluates results.
Adaptability - Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback and changes approach or method to best fit the situation. Exhibits ability to learn and apply new skills.
Strategic Thinking - Develops strategies to achieve organizational goals, understands organization's strengths and weaknesses, analyzes market and competition, identifies external threats and opportunities and adapts strategy to changing conditions
Team Leadership - Fosters team cooperation, defines team roles and responsibilities, supports group problem solving, ensures progress toward goals, acknowledges team accomplishments.
Use of Technology – Demonstrates required skills, adapts to new technologies, troubleshoots technological problems, keeps technical skills up to date, uses technology to increase productivity.
Education and/or Experience - Associates degree in Business or related field required, bachelors degree in Business or related field is preferred. Five years experience with public contact in member and customer services with demonstrated excellent interpersonal skills. Experience with fiber-to-the-home service and cash handling is a plus. Previous supervisory experience is required. Candidate must live at a primary residence located within the Cooperative’s electric service territory.
About Northeast Oklahoma Electric Cooperative
Northeast Oklahoma Electric Cooperative serves over 28,000 members in a seven-county area with 38,000 plus meters. Over 5,000 miles of power lines spread across the geographically-diverse service territory, consisting of both overhead and underground structures. With approximately 190 employees, the cooperative and its subsidiary are one of the largest employers in the area.
The cooperative's subsidiary, Northeast Rural Services, was founded in 1989. It features a technology and communications division, as well as a full-service contract right-of-way division. Northeast Rural Services is motivated by the same maxim that drives its parent company to seek out the best interest of cooperative members.