Due to a promotion, we are seeking a Supervisor of Member Service who will be responsible for giving direction, support, and assistance to SEC's Member Service Representatives (MSR) during their efforts to provide prompt and courteous service to SEC members. The Supervisor of Member Service is also responsible for providing members with assistance and information on questions relating to electric services.

Responsibilities

As leader of the District's Member Service Representatives, you will coordinate with the Director of Member Service to develop communication and leadership skill sets by focusing on mentoring, developing, and holding the MSRs accountable for promoting the Cooperative's core values when interacting with members, fellow employees, and the public.

In order to provide excellent service to our members, you will build and maintain a spirit of teamwork and collaboration with the MSRs that fosters an environment for effective training and respectful dialogue in evaluating department procedures and new ideas. As Supervisor of Member Service, you will ensure that you and they are utilizing time appropriately and that your team meets departmental goals for call volume, member dedicated time, and other goals as established by the Director of Member Service.

We believe in and encourage new ideas, so to that end, we welcome your input on ways to better handle member calls through improvements to equipment, training, support materials, computer programs and procedures.

This is a working supervisory position, so you will be expected to engage in many of the functions of the Member Service Representatives including speaking to members by telephone regarding Cooperative services and programs; problem resolution; producing service orders for new accounts, transfers, reconnections, and disconnections per request of members; adjusting members' accounts as appropriate; and answering calls as needed during normal working hours and major power outage situations; make payment arrangements and establish deposits for residential and non-residential SEC members within established guidelines; inform Director of Member Service of trends in member concerns, suggestions, and possible new services or products; perform follow-up (tracking) to ensure member problems and/or inquiries are resolved.

 Requirements for Supervisor of Member Service

• Knowledge of office practices and procedures with an understanding of basic accounting practices, rates, and regulations.
• Ability to lead, direct, train, and supervise subordinate member service staff in member-related activities.
• Ability to respond to member inquiries as required by appropriate regulatory agencies.
• Ability to function under stress.
• Ability to operate office equipment.
• Ability to function without supervision.
• Ability to analyze member electric energy usage patterns.
• Ability to respond to and resolve member inquiries quickly and systematically.
• Capable of performing mathematical calculations and computer raw data entry.
• A high school diploma is required
• Minimum of five years' progressive work experience as a Member Service Representative or Customer Service Representative.
• Two to five years' supervisory experience required, preferably in an Electric Cooperative environment.

If you meet the qualifications for this position, as described above, please complete the three-minute application. Upon completion of the three-minute application, those who meet basic requirements will receive a link to complete our full application. Please be sure to check your junk mail or spam folder if the email with the full application link does not immediately appear in your inbox. 

In addition to the online application, a current resume and a separate cover letter are recommended. Your cover letter should include, in your own words, why you are interested in this specific position and why you believe that you are an excellent candidate for consideration.

This position is open until filled.

Documents to establish identity and employment eligibility are required. Offers of employment are conditional upon a negative alcohol and controlled substance test. All SEC employees are subject to random alcohol and drug tests throughout the year.

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.

WE ARE PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER