Supervisor, Member Services

Cobb EMC•Marietta, GA

2d•Hybrid

About The Position

Cobb EMC has an exciting opportunity for a Supervisor, Member Services to oversee the handling of member inquiries and account records and to ensure satisfactory member service. Schedule: Monday-Friday 7:30am-4:30pm In the office 5 days/week for at least the first 90 days for training. Once the team has determined that training is complete, this becomes a hybrid role: 3 days remote and 2 days in the office. Benefits: Company paid Health Insurance Premiums! Insurance is effective your first day of employment Retirement Security Pension plan! Automatic 7% Company paid contribution to 401k with additional matching! Annual Bonus Program! Tuition and Certification reimbursement! Learn more HERE To learn more about Cobb EMC visit our website at www.cobbemc.com

Requirements

Associates Degree or equivalent education in Management, Business Administration or related field or equivalent experience
Minimum five years in customer service in a Call Center environment.
Previous supervisor experience.
Excellent knowledge of member applications, billing procedures, and electric billing rates and structures.
Excellent oral and written communication skills.
Excellent interpersonal skills to interact with members, develop effective working relationships with employees and deal with employees’ concerns and issues.
Excellent judgment, decision-making and leadership skills. Must have the ability to make sound and logical decisions.
Previous experience with customer service database applications.
Proficiency with personal computers
Demonstrated proficiency in effectively conducting member interviews and addressing and resolving inquiries.
Good mathematical and analytical skills for bill calculation.

Nice To Haves

Previous utility industry experience in a public contact position.
College or business school training.
Fluent bilingual skills.

Responsibilities

Ensure that member inquiries are promptly, courteously, and professionally addressed.
Ensure that all inquiries are handled to completion with fair and equitable treatment to all members.
Ensure that all GEMC and Better Business Bureau complaints are handled to completion with fair and equitable treatment to all members.
Process subpoena request in time frame request.
Assist organizations/agencies such as GBI, FBI, and Narcotics when needed.
Calculate billing and all associated fees related to Power Theft for Field Services and Meter Reading.
Calculate billing for crossed meters for Field Services and Meter Reading.
Minimize inquiries forwarded to higher management for final decision, approval, or response.
Supervise high resolution and complex member contacts from Call Center and Member Service.
Verify that members are informed about corporate policies and procedures and billing options.
Ensure Customer Service effectively promotes products and services offered by Cobb EMC and affiliate businesses.
Direct response to correspondence received on billing issues, service applications, service quality, and payments.
Ensure walk-in member inquiries are resolved in an effective and timely manner.
Evaluate and determine when an energy audit is necessary.
Oversee pay arrangements on past due accounts and credit card payment processing.
Facilitate cooperation between Customer Care employees and Call Center employees.
Recommend changes to policies and procedures to improve member service.
Work extended hours during high call volume periods (as required)
Work extended hours and/or weekends during Outages (as required)
Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours
Verify proper computer file development, account number assignment, membership fees, service charges and deposits, custodianship and maintenance of deposit records, and service order processing.
Oversee deposit and held order reports.
Verify any arrears due corporation are analyzed and charged to accounts when processing service applications.
Verify member accounts are set up on bank draft, credit card auto debit, budget billing and/or EVEN billing according to member request; verify accounts on these services are reviewed and maintained.
Handle all aspects of employment for subordinate staff, including hiring, promotion, training, and termination.
Appropriately document actions in employment issues.
Coach and direct learning through direct involvement and reinforcement.
Analyze and manage daily workload and schedules.
Monitor performance and conduct performance planning and review sessions.
Maintain attendance and strategic plan reports.
Ensure fair and consistent treatment of departmental employees.
Actively support the efforts and intent of Equal Employment Opportunity.