Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview
The Manager of Member Services is responsible for leading and managing the daily operations of the Member Service Department, which supports both electric utility and broadband internet services. This role provides leadership and oversight for a team of supervisors and member service representatives responsible for payment processing, call center operations, and service request coordination. The Manager of Member Services ensures high-quality service delivery, operational efficiency, and accurate reporting. This position works closely with internal departments to support organizational initiatives, monitor staffing needs, and provide data-driven insights to leadership.

What you will do
• Direct and manage customer service supervisors and staff responsible for call center   operations, payment processing, and service request management.
• Provide coaching, mentorship, and performance management to supervisors and team   members.
• Establish performance expectations and monitor team productivity and service quality.
• Foster a positive, professional, and customer-focused culture within the department.
• Support employee development through training, feedback, and ongoing professional growth.
• Oversee daily customer service operations supporting both electric and broadband internet   services.
• Ensure efficient handling of incoming calls, service requests, billing inquiries, and payment   processing.
• Monitor call center performance metrics including response times, call volume, and service   quality.
• Implement process improvements to enhance customer experience and operational efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Track operational metrics and customer service performance data.
• Develop and maintain reports for the Vice President of Member Service and Communications.
• Use data insights to support staffing decisions, operational planning, and service   improvements.
• Monitor staffing levels and scheduling to ensure appropriate coverage for call center   operations.
• Identify staffing needs based on call volume, service demand, and operational trends.
• Assist with recruitment, onboarding, and training of customer service personnel.
• Collaborate with internal departments including billing, operations, IT, marketing, and   broadband teams to address customer needs and operational issues.
• Participate in company-wide initiatives and projects that impact customer service operations.
• Serve as a liaison between customer service and other departments to ensure consistent   communication and coordination.
• Identify opportunities to improve processes, workflows, and customer service systems.
• Assist in the implementation of new programs, technologies, and initiatives affecting customer
interactions.

Qualifications
• Bachelor's Degree Business Administration, Management, Communications, or a related field   preferred. Required or
• An equivalent combination of education and experience sufficient to successfully perform the   essential duties of the job
• 5-8 years Progressive customer service experience in a high-volume customer service   department and/or call center. Required
• 2-3 years Supervisor/management responsibility Required
• Experience in the electrical utility industry, telecommunications or broadband services.   Preferred
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze data and create operational reports.
• Proficiency with call center metrics, staffing models, and workforce management.
• Strong problem-solving and organizational skills.

About Lumbee River EMC

Lumbee River Electric Membership Corporation is a member-owned, electric distribution utility serving more than 54,000 members across parts of Cumberland, Hoke, Moore, Robeson, and Scotland counties. LREMC has 118 employees serving more than 63,000 accounts. The Cooperative has annual revenues of approximately $150 million and a total utility plant in excess of $375 million. LREMC receives its wholesale power from North Carolina Electric Membership Corporation. LREMC is committed to providing electric and other value-added services that improve the quality of life in the communities we serve. Our dedicated employee team delivers high quality, competitively priced products and services. We are committed to continuous improvement and to make LREMC our customers' first choice. The Cooperative’s mission is “Safety & Members First!”.

Connections working at Lumbee River EMC