Member Relations Control Center Supervisor

This position is responsible for maintaining accurate records of member interactions and transactions regarding billing, service orders, collections, metering and light inventory in support of the Cooperative’s strategic initiatives.

• Lead and manage the Member Relations Control Center team, ensuring adherence to quality standards, deadlines, and proper procedures, while supervising and correcting errors or problems as needed.

• Implement corporate and departmental policies, procedures and service standards

• Read, interpret, apply and explain the Cooperative’s tariffs, business rules and bylaws

• Develop and approve work schedules, priorities, procedures and standards for the department’s daily work and special projects

• Propose innovative ideas to improve efficiencies and performance

• Analyze various billing error reports and make corrections to or provide guidance to correct billing and order issues

• Resolve complex billing, service, legal issues and escalations

• Review meter reports for possible loss of revenue and provide loss prevention techniques and recommendations

• Analyze data from computer information systems and provide resolution recommendations

• Coordinate billing, account discrepancies, equipment and loss prevention activities with other Cooperative Departments

• Manage inactive service locations with a meter installed and create service orders to remove equipment from the field

• Identify inactive service locations disconnected for delinquent balances that have not been reconnected and create a site visit service order

• Manage special projects that require cross functional engagement with key staff across the organization and external stakeholders

• Monitor workflow and performance by gathering relevant data and producing statistical reports

• Resolve issues associated with the management of contact center operations

• Supervise data acquisition and aggregation for the completion of month-end reports and distribute to designated departments and leadership teams

• Ensure continuous quality improvement in record integrity

• Benchmark and identify key trends and emerging issues for management review

• Coordinate the collections process with the Billing Supervisor

• Serve as a WorkForce Management software team lead

• Serve as the service orders lead for testing new customer information software releases and communicate release information

• Research, recommend, and implement system improvements in customer service, billing processes, and software applications

• Prepare management reports and trends in service order completion and asset management

• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes

• Implement corporate and departmental policies, procedures, and service standards in conjunction with management

• Evaluate employee job performance, discuss any issues to identify causes, and work collaboratively to resolve problems and determine appropriate actions

• Oversee the on-boarding and training of new employees, including job duties and company policies, while recruiting instructing, and supervising subordinates to build a high performing team

• Develop and review operating procedures

• Develop and manage department budget

• Establish work priorities and activities

• Recommend promotions, transfers, hires and other disciplinary action

• Establish metrics and prepare monthly reports

• Coordinate activities with other department

• Maintain the security of confidential information

• Stay abreast of advances in technology

• Demonstrate regular and prompt attendance

• Performs other related duties as necessary or assigned.

A full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for termination. This includes, but is not limited to, effectively communicating organization policies and other information to subordinates, ensuring that employees have a clear understanding of their responsibilities.

• Knowledge of business and management principles including strategic planning, resource allocation, project management, leadership techniques, and budgeting

• Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data or processing information

• Knowledge of principles and processes for providing customer service

• Knowledge of operational characteristics, services and activities of utility billing and collections

• Knowledge of principles and practices of automated accounting system

• Skilled in reports research, development, and preparation

• Skilled in prioritizing and managing changing priorities

• Skilled in monitoring and managing performance

• Skilled in establishing and communicating performance expectations and metrics

• Skilled in analyzing information and suggesting process improvements

• Skilled in reviewing billing and plant records

• Skilled in data analysis and problem solving

• Skilled in anticipating, identifying, analyzing, and resolving conflicts and problems

• Skilled in reports research, development, and preparation

• Skilled in time management

• Ability to multi-task in a fast paced environment with frequent interruptions

• Ability to interface with all levels of management and employees

• Ability to anticipate, identify, analyze and resolve conflict and problems

• Ability to analyze problems, identify alternative solutions and implement recommendations

• Ability to establish goals and objectives

• Ability to develop and evaluate administrative policies and procedures

• Ability to maintain confidentiality

• Ability to communicate effectively verbally and in writing

• Ability to listen and understand information verbally and in writing

• Bachelor’s Degree

• Directly related experience may substitute for education

• Three years leadership experience

• Valid Driver’s License

• The employee may be required to stand; reach with hands and arms, stoop and kneel

• The employee may be required to sit or stand for long periods of time

• The employee may be required to lift, carry, push, pull or move up to 25 pounds

• The employee may be required to travel

• The employee may be required to respond in emergency situations

• Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period

• The employee may be required to work more than 40 hours per week

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.