Manager of Member Services

Lumbee River EMC•Pembroke, NC

About The Position

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.

Requirements

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
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.
Ability to manage multiple projects and priorities simultaneously.
Proficiency with customer service platforms, billing systems, and reporting tools.
Valid Driver's License Upon Hire Required

Nice To Haves

Experience in the electrical utility industry, telecommunications or broadband services. Preferred

Responsibilities

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.