Job Description

At CHELCO, a progressive member-owned electric utility in DeFuniak Springs, FL, serving our members to ensure their satisfaction and engagement is more than just a slogan; it is woven into our cooperative’s culture.  We are looking for a proven leader with a heart and dedication to providing exceptional customer service to be our Manager of Member Services.

The Position

As the Manager of Member Services, you will lead the strategic direction of the Member service and collections team for delivery of both member-facing and internal services for 56,000 members and 159 employees as set by the CHELCO Board of Trustees, CEO, and Executive Team. Specifically, you will develop and manage the annual department budget and work plan. Provide monthly reports and quarterly updates to leadership.  Ensure reliability and availability of membership data used to support member communications and guide business-critical decisions. Work with the communications and energy services departments to develop marketing campaigns and implement those campaigns.

You will also manage business standards for personnel and member interactions to ensure information accuracy and excellent member support. Evaluate candidates for open positions, hire, and train or facilitate training and cross-training for member service and collections representatives.

You will also strategically evaluate processes, procedures, and programs to propose and implement approved efficiencies in the member service and collection department.

Minimum Qualifications

1. Job Knowledge: Knowledge and principles for providing exceptional and fair member service. Must have knowledge about educating and defusing customers. Knowledge of principles and procedures for personnel recruitment, selection, training, and personnel information systems. Knowledge of collections and state laws. Knowledge of leadership skills, strategic planning, communication, and effective organizational skills. Ability to manage competing deadlines and multiple projects at various stages of development using effective organizational skills and attention to detail.  Ability to exercise judgment and discretion in the execution of all duties and responsibilities. Ability to coach, train, and mentor staff. Must be proficient with computers and general office software, such as Microsoft Office.
2. Education & Experience: An Associate’s degree in a related field and at least eight years of related experience; or a Bachelor’s degree in a related field with at least five years of related experience; or a Master’s degree in a related field and at least two years of related experience. Must have at least three years of management/supervisory experience, with at least two years of formal supervisor experience in a business setting. Must have at least a high-level awareness of essential employment law concepts such as: Title VII of the Civil Rights Act of 1964, Americans with Disabilities Act of 1990, The Fair Labor Standards Act, The Family and Medical Leave Act of 1993, and Workers’ Compensation.
3. Abilities & Skills: Should have strength in the following skills: active listening, judgment and decision making, and management of personnel resources. Must have strength in service orientation. Must have the ability to interpret verbal communications and communicate information verbally in person and over the phone. Must be able to lead a group, use complex problem-solving skills, information ordering, negotiation, mathematical resonating, and problem sensitivity. Must have the ability to communicate professionally in person and in writing. Must have the ability to multi-task, organize, and prioritize tasks. Must have the ability to coach, train, and mentor staff. Must have the ability to exercise judgment and discretion in the execution of all duties and responsibilities. English Language – Ability to converse with internal and/or external customers in English.

Essential Functions

The essential functions of this position require someone who can:

1. Balance fiscal responsibility for the cooperative and providing first-rate member service. Negotiate, handle, and resolve difficult, complex, or sensitive customer problems or escalated member service, credit, collection, or billing disputes. Utilize CHELCO software databases, CHELCO By-laws, Policies, and Procedures, and programs during this process.
2. Ensure the coaching, supervision, and training of the Member Service and Credit employees.
3. Establish and maintain work standards for quality and quantity of work, emphasizing exceptional member service; evaluate ongoing daily coverage needs for personnel at all five area offices, along with the call center and cashier area in the DeFuniak Springs office.
4. Strategically evaluate, develop, and implement improvements to workflow and internal procedures and programs; Research and develop needed changes and improvements in operating procedures and software.
5. Advocate for membership and collaborate with all levels of leadership to express the desires and needs of our membership. Assist in finding solutions in the most timely and cost-effective manner.
6. Coordinate procedure or promotions with other departments and develop implementation timelines for Member Service and Credit Department. Analyze department resources and ensure new processes or changes to workflow are supported.

The standard workweek is Monday through Friday, from 7:30 am to 4:00 pm at the CHELCO Headquarters building in DeFuniak Springs. May require travel to one of the five CHELCO satellite offices throughout Walton and Okaloosa counties. With the exception of STD/LTD/FMLA & approved time off, attendance at a designated worksite location is considered essential.

The Location

CHELCO is located in Northwest, Florida. The area offers outstanding recreational, cultural, and educational opportunities.  CHELCO serves 56,00 members and 59,697 active accounts, primarily serving two counties from the Alabama state line to the Emerald Coast beaches on the Gulf of Mexico in the panhandle of Florida. CHELCO strives to continuously promote the quality of life for our members, employees, and communities. We are a company dedicated to ensuring member satisfaction, safety, and reliability while controlling costs for our members.

Why Should You Apply? This job will give you the opportunity to . . .

• Work for a progressive, community-focused company
• Work with a strong, goal-oriented, experienced team
• Contribute to the quality of life of our members, community, and employees
• Receive exceptional benefits and competitive pay

CHELCO proudly offers its employees medical, dental, vision, flexible savings or health savings account, NRECA pension plan, 401k with company match, life insurance, short-term disability, education/professional development, wellness and safety program incentives, generous paid time off, volunteer time off, and ten paid holidays a year.

Applications accepted from September 25, 2020, through 8:30 am October 19, 2020. Apply at http://www.chelco.com/careers . Resumes and cover letters only with a completed application. Questions? Call HR, 850-307-1127. Applicants selected for an interview will be notified. Drug-Free Workplace. Equal Opportunity Employer/ M/F/Disability/Veteran

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Job Types: Full-Time.

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