Vice President of Community Relations & Member Services

Middle Tennessee Electric•Murfreesboro, TN

21h

About The Position

MTE has a culture focused on exemplifying a group of ideal team players; individuals who are humble, hungry, and people smart. At MTE, we believe teammates who put the needs of others before oneself, seek innovative solutions to problems and challenges, and understand how our words and actions impact our teammates and our members, help MTE achieve our purpose of serving together to make life better for our members. Above all skills, aptitudes, and job experiences, being an ideal team player is the most vital attribute someone must bring to our organization. Job Summary: As a key member of the senior leadership team, the successful candidate will manage the Member Services Department in accordance with the viewpoints, objectives, plans, and policies of the Cooperative; to provide leadership for qualified personnel and effective administration of a well-planned and smoothly operating team responsible for community relations, member services, revenue management, member programs and employee service activities and programs that increase the level of member and employee understanding and satisfaction regarding electric service and the cooperative. To advise the senior leadership team of the impact of operating policies and procedures for community relations, member services and employee's activities. To resolve disputes and complaints appealed by members from lower levels of employee responsibility. To serve as a champion of delivering outstanding member service, recommending changes to existing programs and new services which strategically align in the delivery of MTE's mission and vision. To develop member relations awareness and skills among all employees. To promote the efficient use of electricity by MTE members, including residential, commercial and industrial conservation and load management activities. Positioning MTE and its employees as "energy experts" advocating and assisting members.

Requirements

Four-year degree from an accredited college in a related field required.
Ten (10) years' experience in progressively responsible positions with a focus on world-class levels of service.
Must have excellent verbal and written communication skills and the ability to think creatively, as well as be highly driven and self-motivated.
Encompass the three virtues of the Ideal Team Player (Humble, Hungry & People Smart).

Nice To Haves

Master's degree in a related field preferred.

Responsibilities

Manage the Member Services Department
Provide leadership for qualified personnel
Effective administration of a well-planned and smoothly operating team responsible for community relations, member services, revenue management, member programs and employee service activities and programs
Increase the level of member and employee understanding and satisfaction regarding electric service and the cooperative
Advise the senior leadership team of the impact of operating policies and procedures for community relations, member services and employee's activities
Resolve disputes and complaints appealed by members from lower levels of employee responsibility
Serve as a champion of delivering outstanding member service, recommending changes to existing programs and new services which strategically align in the delivery of MTE's mission and vision
Develop member relations awareness and skills among all employees
Promote the efficient use of electricity by MTE members, including residential, commercial and industrial conservation and load management activities
Positioning MTE and its employees as "energy experts" advocating and assisting members