Supervisor, Member Support

Great Lakes Energy•Boyne City, MI

1d•Onsite

About The Position

Great Lakes Energy is seeking a Member Support Supervisor in our Boyne City office to lead and manage our member support center operations, ensuring exceptional service, accurate billing processes, and strong collaboration across departments to meet member and organizational needs. For over 85 years, Great Lakes Energy has powered rural communities across 26 counties in western and northern Michigan. As the third-largest Michigan-based electric utility and the state's largest member-owned power company, we proudly serve over 128,000 meters. Through our communications subsidiary, Truestream, we continue to expand advanced fiber technology solutions to our members. At Great Lakes Energy, we are committed to enriching the lives of our members and employees. Our team of over 300 employees works together in a collaborative, community-focused environment built on service, innovation, and growth.

Requirements

Bachelor's degree in business administration or related field (or equivalent experience).
Experience in customer/member service, including billing and account management systems.
Prior supervisory or leadership experience (at least one year).
Proficiency in MPSC rules and regulations.
Proficiency in Microsoft Office and Customer Information Systems (CIS).

Nice To Haves

A service-driven leader who is passionate about delivering exceptional member experiences.
A strong communicator and collaborator who can effectively work across departments.
A problem solver with the ability to handle complex billing and member service issues.
A coach and mentor who can guide and develop team members.
A detail-oriented professional with strong organizational and analytical skills.

Responsibilities

Oversee the daily operations of the member support center, ensuring accurate maintenance of member records and efficient handling of billing and service inquiries.
Lead and develop a team of member support professionals, providing guidance, coaching, and support to ensure high-quality service delivery.
Manage and resolve complex member issues, including billing discrepancies and service concerns, while ensuring compliance with Michigan Public Service Commission (MPSC) regulations.
Work closely with cross-functional teams such as IT, rates and regulations, and operations to enhance the Customer Information System (CIS) and improve processes.
Oversee billing functions, capital credit processes, document imaging systems, and member programs.
Monitor budgets, reports, and system performance to ensure operational excellence.