This position oversees the effective operation of the Member Services reception and call center operations by effectively managing employees through leadership, work direction, motivation, training, assistance, and performance management. Responsible for identifying member and organizational needs and developing and implementing measurable goals in response to those needs.
Essential Functions
Ensure members are provided high quality service including prompt and accurate processing of all requests and transactions.
Oversee the needs of members for service over the phone, through electronic communications, and in-person.
Establish and administers policies and procedures for various account management processes and functions to ensure compliance with tariffs and statutory requirements.
Oversee the accurate and timely service order scheduling to begin or cease member’s billing. This includes monitoring new member accounts for quality control and overseeing the research of discrepancies and necessary adjustments.
Serve as the primary authority for member inquiries and complaint resolution regarding member information and account maintenance, overseeing the research of account history and approving necessary adjustments.
Oversee the development and maintenance of training curriculum and materials for Member Services staff. Research training resources and utilizes best practices to ensure quality service needs are met.
Coordinate Election Committee meetings to recommend record date, Master Election Judge and election procedures for the upcoming year. Serves as point of contact with the election contractor to prepare and verify the member voter file is correct and that the annual meeting registration process is communicated with staff.
Manage and monitor the use and functional of the department phone system, including, but not limited to training, troubleshooting, managing staff skill assignments, live monitoring, historical reporting, and call recording and routing.
Ensure quality service delivery to members, including, but not limited to, managing the member survey program and review of work, monitoring operational performance and identifying issues, and implementing measures to improve the quality of work product and services delivered to members.
Oversee and coordinate training needs of both incoming and current Member Services staff, including the cross training of staff to ensure smooth career transitions and organizational efficiency.
Oversee and facilitates the regular delivery of informal and formal training sessions to ensure staff complies with regulatory guidelines and organizational procedures. Continues to work with staff through training and coaching to ensure improvement in effectiveness and operations.
Administer various competency tests with all Member Service Representative staff by using direct observation, reports, and various evaluation tools. Analyzes results to determine training needs and implements corrective measures as necessary.
Maintain training for the phone equipment, assigning skill sets, troubleshooting and phone reports. Utilizes the dashboard for fair distribution of work.
Provide expertise, knowledge, and support to Member Service Representatives as a subject matter expert in the operation and troubleshooting of the Chugach Customer Information System.
Administration and oversight of third-party products and services, including but not limited to, the online member account portal.
Supervise a multi-level and multi-disciplinary team. Initiate, take ownership of, and effectively recommend recruiting, selecting, hiring, coaching, rate performance, and engaging in disciplinary action of employees per appropriate policies and/or collective bargaining agreements (CBAs).
Identify team’s action plans and individual work plans in accordance with department and company objectives. Directs work and evaluates employee’s performance per department’s performance objectives and expectations.
Direct, plan work assignments and manage Member Services personnel.
Participate in overall budget preparation with management team to identify yearly objectives, action plans, and special projects affecting budgetary needs. Identify annual budget projections for team including, but not limited to personnel, training, travel, equipment, and technology costs.
Review and approve requisitions and invoices in accordance with budget plans and schedules. Performs annual budget review and reconciliation.
Ensure Member Services operates in compliance with all regulatory and corporate policies and procedures, CBAs, tariffs, and statutory requirements.
Exercise authority to resolve employee, member, and vendor complaints as per applicable policies, procedures, CBAs (within the terms of the current CBA), tariffs, and/or statutory requirements.
Provide direction to Information Services department personnel regarding the modification and development of Chugach’s Customer Information System. This includes performing process and workflow analysis, troubleshooting and testing, data analysis, system design, etc.
Perform other job-related duties as assigned.
Relationships
Internal
Vice President, Member Services: Reports to and receives direction from.
Member Services Management Team: Coordinates staffing and workload, develops and coordinates policies, processes and activities supporting department and corporate operations, and ensures the adequate training of staff to accurately administer policies and procedures.
Information Services Managers and staff: Offers information regarding Customer Information System modifications, enhancements and errors and works closely with staff with troubleshooting, workflow/work process analysis and design issues.
Corporate Communications: Provides membership information to and support for the Annual Meeting and Election; exchanges information with to effectively communicate with members.
Supervisor, System Operations: Coordinates outage response training and outage response activities.
Corporate Counsel: Works with to ensure member issues are resolved in accordance with applicable statutes, cooperative bylaws, and tariffs regarding membership and records.
External
Bargaining Unit Representatives
Member-Owners: Seeks information from and provides information to ensure account accuracy and professional, courteous service.
Regulatory Commission of Alaska and Consumer Protection officers: Works with to resolve member issues, including researching member complaints, historical information and applicable guidelines, and responding to complaints on behalf of Chugach.
Law Enforcement Agencies: Researches and responds to subpoenas and provides assistance as required.
Federal, State and Municipal Agencies: Exchanges information and provides assistance to.
Vendors: Participates in the selection and negotiation process for vendors, exchanges information, reviews maintenance and performance agreements and approves/authorizes invoices for payment.
Other organizations and/or partners: Participates in meetings, seminars and shares information as applicable.
Competencies
Knowledge of training assessments, development, methods and applications.
Proficiency with complex computerized billing systems.
Knowledge of member services operations, including account creation, maintenance and termination, reception, and member interactions, provided both in-person and over the phone.
Fluent proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and similar software, with the ability to demonstrate at an intermediate or beyond skills set.
Knowledge of budget practices and principles.
Ability to establish rapport with both internal and external representatives, maintaining courteous, respectful, and professional relationships.
Must have strong communication skills, oral and written, including skills in public speaking, persuasive communication, and conflict resolution.
Ability to use sound, logical judgment and be an effective decision maker.
Ability to think creatively to resolve operational issues while maintaining consistency and regulatory compliance.
Supervisory Responsibility
This position has the supervisory responsibility for a team of multi-level Member Service Representatives. This position directs other department personnel as required.
Work Environment
Work is performed in a standard office environment, with occasional weekend and evening work and occasional in-state or out-of-state travel.
Education
Bachelor’s degree in business administration, human resources, communications, electrical engineering, finance, accounting, or related field, required.
Experience
Five (5) years progressively responsible experience in a supervisory capacity overseeing various applications within customer service operations, such as automated call distribution, automated billing, and payment acceptance is required. Experience must include the analysis of staff skills and competencies against organizational needs and the subsequent development of staff. Must have comparable experience in training programs, including management, development, and assessments. Supervisory experience in utility and/or union environments is preferred.
Substitution
Additional professional experience in similarly complex role may be substituted for the required education on a year for year basis.
