Type: Full-Time/In-Office

Salary: $95,597-$117,572

UEC Company Benefits & Perks:

4-10 Schedule (Friday's Off)

401(K) up to 11% Company Contribution

Pension Plan (100% Employer Sponsored)

Tuition Reimbursement Program

Comprehensive Medical/Dental/Vision Benefits options

Competitive Wages

Vacation, Sick Leave and 11 paid holidays

Gym Membership Subsidy

Employer Sponsored Training

Various Opportunities for Fundraising and giving back to the community.

For information on the local area, please visit: https://hermistonchamber.com/

SUMMARY

The Member Service Supervisor is responsible for supervising and coordinating the activities of the Member Service Representatives. The position drives positive Member Service relations with members by promoting and implementing excellent service. The Supervisor reviews work of subordinates for thoroughness, accuracy and compliance to company policies and procedures. The position oversees energy account payments and delinquent procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include other duties as assigned

• Directly supervise, coach, and support Member Service personnel, overseeing workload distribution, schedules, and coverage to ensure service levels are maintained.
• Oversees Exceptional Member Service by establishing and monitoring performance standards, providing training opportunities and performing ongoing evaluation..
• Monitors and oversees the collection of accounts and the disconnection of electrical services. Ensuring consistent, fair application of cooperative policies, guidelines, and terms and conditions.
• Monitors the operational performance of Member Service by performing trend analysis, benchmarking on key performance indicators and generates performance reports.
• Provides leadership in identifying, developing and implementing process improvements, programs and solutions that ensure members are receiving the highest level of member satisfaction.
• Builds and transforms member relationships to be engaged and interactive. Implements and improves member facing technology and programs for in-person or remote interactions.

• Ensures adherence to cooperative bylaws, policies, terms and conditions, and other applicable laws.
• Evaluates escalated member concerns and resolves or continues escalation to appropriate available management.

JOB DUTIES may include other duties as assigned.

• Provides regular updates to management on department performance, key activities, accomplishments and milestones.
• Participates in energy rate change considerations and development of communication strategies for affected members.
• Oversees payment processing, low income assistance disbursement, and delinquent account communications and procedures.
• Manages vendor relationships to ensure successful data exchanges and issue resolution.

• Collaborates with departments across the organization to ensure company wide continuity and standardized process development.
• Builds professional and technical knowledge by attending meetings and workshops, reading professional publications, and establishing professional networks.
• Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
• Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
• Respectfully takes direction from supervisor.

SUPERVISOR RESPONSIBILITY

Directly supervises union employees in the Member Service departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participation in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. 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.

Required Qualifications:

Education: Bachelor's degree in a relevant field or equivalent combination of education and experience.

Experience:

• Two (2) to Five (5) years related experience required.
• Preferred qualifications:
  • Experience in an electric utility or related field.
  • Prior experience working within a union contract and/or in a supervisory role.

Preferred Qualifications:

• Leadership and coaching skills to guide and motivate employees.
• Strong communication and interpersonal skills, with the ability to build strong and supporting relationships at all levels of the organization.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry, and to calculate complex energy rates.
• Must be adept at using various applications including database, spreadsheet formulas, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software. Ability to create and export databases, graphs, and reports.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• A valid Drivers' License is required for occasional business travel.