Position Summary: The Office Manager is responsible for supervising front office Secretary/Receptionists and the Billing Department and assists the Business Manager in the management and direction of billing and front office activities of the Cooperative. Effectively directs and efficiently coordinates general office activities. Manages staff to ensure the proper recording, posting, and accounting as it relates to member billing and provides support to other departments as needed.

Responsibilities and Competencies: The following responsibilities and competency statements are essential functions of this position and are intended to describe the general nature and level of work being performed by employees assigned to this job function. These statements are not intended to be construed as an exhaustive list of all responsibilities of personnel so classified. The person in this position may be asked to perform additional duties as assigned.

Responsibilities include the following.

• Directs and supervises in an efficient and cost-effective manner, the front office Secretary/Receptionists and Billing Department; the Office Manager is involved in the daily administration of the business.
• Performs management functions of organizing, directing, coordinating and controlling the administrative activities in accordance with established policies, plans, and objectives of MEC.
• Provides advice, assistance, and leadership for enlisting the employees’ participation and interest in MEC’s business activities.
• Ensures adequate coverage for the office to provide quality service to the membership; works with other departments to make sure coverage and service is seamless.
• Develops programs, standards, and budgets for the administrative personnel and provides a means of measuring progress and accomplishments.
• Monitors and ensures an effective and efficient billing process that meets the Cooperatives policies.
• Dedicated to providing the highest level of service to the membership and ensures staff present themselves in a positive, consistent and customer service-oriented manner; offers training and leadership to customer facing staff to ensure pleasant and professional communication.
• Guides, directs, and assists in the development of new member service programs including payment options, internet-based services and programs to educate the membership.
• Continually looks for improvements and developments in administrative procedures, practices, methods and equipment that will increase productivity, efficiency, safety, employee morale and customer service.
• Researches, prepares reports as needed, and recommends the necessary and appropriate business machines, hardware, services, and equipment for the Cooperative, looking to quality and cost effectiveness; oversees repairs for said equipment.
• Assist with office facilities, ensures departments are equipped and supported in order to provide a comfortable and clean work environment. Works closely with Logistics Manager to ensure facilities are maintained and necessary equipment is available for seamless office operations.
• Assists in the development of an employee intranet or internal communication hub and will maintain oversight and development of content.
• Provides oversight of MEC’s document management program, establishes practices for document control and management, assists with storage and data retention.
• Works with other members of management to submit information annually to the property insurance company and ensure MEC has appropriate coverage.
• Completes sales and use tax submissions.
• Manages accrual accounting tasks.
• Acts as the point of contact for meetings at MEC offices; manages preparation, communication and ordering as necessary; organizes employee meetings including agenda and slide show creation, sign in sheet, food/beverage ordering, and coordinates SRS and front office coverage for meetings.
• Drafts and maintains policies and procedural documents for purchase orders and vendor agreements.
• Follows all MEC policies and procedures to include the Procurement Policy; ensures MEC is purchasing in accordance with the policy and mission of the Cooperative.
• Keeps informed of the latest trends and requirements in electric cooperative and RUS financing and accounting fields, along with relevant FERC and FEMA regulations, to ensure that staff are informed and trained appropriately.
• Provides training and guides personnel across the organization to ensure that all responsibilities are understood, accepted, and followed.
• Holds meetings with staff regularly to plan, guide and provide direction in an effort to meet department goals, objectives, targets and to determine work assignments, priorities, and expectations.
• Works closely with the management team to ensure proper administrative staffing levels are in place in order to meet member needs and meet the administrative needs of other departments which may include but are not limited to outage management communication, member and vendor meeting coordination, mail, properly directing phone calls and walk-ins, etc.
• Works closely with the Business Manager to fully carry out the vision of the Cooperative.
• Works with Human Resources Manager to recruit and retain employees and to ensure proper adherence to the Collective Bargaining Agreement, Employee Handbook and all MEC policies; provides high quality leadership and communication.

Competencies:

• Follows policies and procedures; upholds organizational values; works with ethics and integrity.
• Exhibits a strong leadership skillset, proficient in ability to manage others.
• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.
• Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance.
• Focuses on solving conflicts, not blaming; listens to others without interrupting; keeps emotions under control; remains open to new and to others’ ideas.
• Strong communicator, speaks and writes clearly and informatively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Develops workable implementation plans; communicates changes effectively; prepares and supports those affected by change; monitors transition and evaluates results.
• Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions.
• Pursues training and development opportunities for self and direct reports; strives to continually build knowledge and skills; shares expertise with others.
• Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Works with HR to properly manage employee performance.
• Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Treats people with respect in actions and speech; supports affirmative action and respects diversity.
• Exhibits sound and accurate judgment; includes appropriate people in decision making process.
• Prioritizes and plans work activities; uses time effectively; sets and achieves challenging goals.
• Adapts to changes in work environment; manages competing demands.
• Volunteers readily; asks for and offers help when needed.
• Maintains and promotes a positive, professional attitude.
• Views the Cooperative as a unit of interdependent functions and assists when needed.
• Is consistently at work and on time; ensures work responsibilities are covered when absent.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Bachelor’s degree with a focus in management, finance and/or accounting and three to five years of experience managing administrative/customer service employees, preferably in the electric utility industry or directly related field; or an Associate’s Degree with five to seven years of experience managing administrative/customer service employees, preferably in the electric utility industry or directly related field is preferred; equivalent combination of education and experience may be considered.

Abilities and Skills: Must be able to communicate effectively both orally and in writing, with the capability to teach, mentor, and coach personnel to achieve desired performance.  Must relate well with all types of people and have the ability to listen, as well as to present and explain circumstances and results.  Must be able to handle confidential information and gain the respect of others.  Must be able to positively represent the Cooperative and effectively communicate with all staff members, the Board of Directors, membership and the general public.  Must have the technical aptitude to logically and objectively evaluate obstructions and impediments to plans and programs, make rational independent decisions, and develop reasonable solutions to problems.  Must have, or be able to acquire, sufficient technical knowledge to understand and relate government regulations and safety issues to achieve the requirements of the position.  Must have a general understanding of utility applied technology to proficiently utilize technology applications in support of the department’s and Cooperative’s objectives and requirements.

Knowledge: Basic understanding of how PC based Window’s software operates. Basic spreadsheet and word processing skills.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms, talk and hear. The employee is regularly required to stand, walk or sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. This position requires someone to regularly lift and move 15 pounds, occasionally lift 25 pounds and rarely lift 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.