VP of Member Services

Job Title

VP of Member Services

Department

Member Services

Reports To

President / CEO

Supervises

Member Services Representative, Office Manager, Supervisor of District Office Services, Meter Readers/Collectors and Customer Service Representatives.

Position Function

To develop and implement marketing, energy management and communication programs by planning, organizing, and coordinating cooperative resources. To provide management support to the customer service group to ensure optimum service is provided.

FLSA Status

This position is exempt under the provisions of the Fair Labor Standards Act in relation to wage and hour regulations.

Education

Bachelor’s Degree with emphasis in public relations or journalism is required. Experience may be considered for a portion of the education requirements.

Experience

A minimum of 3–5 years progressively responsible experience in marketing / member services is required. Five years additional experience may be substituted for education. Prefer experience to be in the electrical distribution field.

Knowledge

Must have specific knowledge of public relations concepts and communications methods in addition to knowledge of the Cooperative’s principles. Must keep up with current issues facing electric cooperatives and their impact on the Cooperative, its members and its communities. Must maintain working knowledge of trends and developments in area of responsibility. Must have a good knowledge of energy-efficient appliances, lighting, and heating/cooling equipment. Must have thorough knowledge of first aid and CPR or be able to obtain certification within 90 days of employment. Must be willing to attend courses and training.

Abilities and Skills

Must be skilled in meeting with and speaking to people, individually and in groups. Must be able to review, organize and disseminate information in a timely manner. Good judgment, self-motivation, perseverance and the ability to express thoughts clearly and simply are essential. Must have ability to manage multiple tasks simultaneously. Must be able to communicate effectively, both orally and in writing. Must have proficient computer skills. Must have a valid SC Driver’s License.

Working Conditions

Outdoor work required in a variety of weather conditions in addition to normal office working conditions. Must be able to work under adverse conditions such as extreme heat or cold, high winds, stormy conditions, and must be available to work stand-by, as well as during emergency conditions after regular office hours.

Physical Requirements

Reaching and lifting overhead is required. Job requires standing, crawling, climbing, bending, pulling and reaching. Heavy lifting involved. Majority of time spent inside. Must be able to communicate with individuals. Driver’s license required. Must be able to read, write and do arithmetic. Requires analyzing information, coordinating people and resources. Must be able to present information to others.

Essential Functions

1. Assists management in promoting a positive company image through contact and communication.

2. Assists in the coordination and set-up of Cooperative functions.

3. Develops an interactive relationship with community, civic and governmental bodies to broaden the Cooperative’s public relations base.

4. Assists in the research, development and marketing of Cooperative services which maximizes the benefits to members and the Cooperative.

5. Provides assistance to members regarding energy use, lighting and electrical appliances, technical advice and written materials, etc.

6. Oversees activities concerning territorial issues.

7. Assists with the selection, training, and development of direct reports.

8. Directs and supervises the Member Services Representative, Office Manager, Supervisor of District Office Services, Meter Readers/Collectors and Customer Service Representatives.

9. Works as a team member with the President / CEO and other staff to develop methods to provide effective, efficient daily operations.

10. Maintains a clean and orderly work place whether on company property, in vehicles or at job sites.

11. Communicates, using equipment provided by the cooperative in accordance with FCC regulations, company regulations and policy.

12. Performs after hours, on-call dispatch duty and sees that all trouble calls receive prompt attention.

13. Performs other duties as assigned, including the replacement of other personnel in their positions for short periods of time as required.

Position Description Notice

This position description is not intended to be all-inclusive; other job responsibilities may be required as assigned.

The Cooperative reserves the right to revise or change job duties as the need arises. Management reserves the right to change position descriptions, job duties and working schedules as needed.

This position description does not constitute a written or implied contract of employment.

Performance Standards: Essential Function 1

Assists management in promoting a positive company image through contact and communication.

a. Takes an active role in community and rural development programs within the service area in order to provide desirable load growth and economic development in the area.

b. Develops and places effective advertising materials to promote Cooperative programs and Cooperative events.

c. Reviews with and secures approval from the President / CEO on advertising, community donations and public information.

d. Develops, directs, and carries out the plan for promoting and advertising the Annual Meeting of Members.

e. Publishes the Cooperative Statement of Non-Discrimination in the Living in South Carolina magazine and other publications.

f. Administers the Cooperative’s Youth Tour Program including promotion, the selection process and all publicity.

g. Develops, researches and prepares educational programs for local schools and other civic groups.

h. Assists the President / CEO with responses to the attitudes and concerns of the many groups, organizations, individual consumers and political officials with which they must deal.

i. Initiates initial contacts to unfamiliar and unknown businesses and individuals with the intent of promoting the Cooperative.

j. Maintains publications and photo files.

k. Serves as ACRE/ECHO contact person for the Cooperative.

l. Updates the Member By-Laws of the Cooperative when changes are made by vote of the membership and coordinates printing and distribution of changes.

m. Oversees the printing and distribution of all material that will have the Cooperative logo.

Performance Standards: Essential Function 2

Assists in the coordination and set-up of Cooperative functions.

a. Assists with the scheduling of activities and the coordination of the Annual Meeting of Members.

b. Coordinates special employee events such as the Annual Christmas Dinner and Employee Appreciation Luncheon.

Performance Standards: Essential Function 3

Develops an interactive relationship with community, civic and governmental bodies to broaden the Cooperative’s public relations base.

a. Maintains contact with politicians, civil servants, or managers in local authorities and regulatory bodies.

b. Researches, monitors, and evaluates the effects of public policy on the Cooperative through public and political sources.

c. Conducts group presentation on energy related topics to community or civic groups.

d. Promotes the Cooperative’s position in the most effective way to key individuals in the decision making process.

Performance Standards: Essential Function 4

Assists in the research, development and marketing of Cooperative services which maximizes the benefits to members and the Cooperative.

a. Promotes the effective, beneficial and conservative use of electricity by the membership which will result in the greatest advantage to members and the Cooperative.

b. Assists in information programs to members that enhance the acceptance of programs and activities, and insure that members remain aware of Cooperative policies, procedures, and programs.

c. Keeps informed on all electric products and applications thereof under state and federal energy departments and keeps informed in latest practices in energy saving trends and developments.

d. Possesses a thorough understanding of Cooperative’s Service Rules and Regulations.

e. Promotes the use of emergency power generators with the public in Edisto Electric’s service area.

f. Accepts, processes and administers standby generator applications, loan applications, including filing the necessary information with the state and county.

g. Stays abreast on the Green Power program and is available to answer customer questions.

h. Maintains the existing H2O program by replacing hot water heater timers as needed.

i. Manages the Surge Guard Program and installs surge guard units for customers at their request.

j. Performs ongoing research and analysis of potential new products/services/rate class opportunities and related market research such as consumer surveys.

k. Compiles data for and assists with various reports and studies such as irrigation studies, work plans, budgets, load studies, etc.

l. Assists in the development of promotional materials and bill inserts for the marketing of Cooperative programs and acts as editor on all company brochures.

m. Calculates line extension costs and meets with customer or other cooperative department members to review.

Performance Standards: Essential Function 5

Provides assistance to members regarding energy use, lighting and electrical appliances, technical advice and written materials, etc.

a. Visits homes with high-usage complaints and conducts walk-through energy audits.

b. Investigates and analyzes high bill complaints and communicates results to the consumers.

c. Ensures proper investigation and resolution of customer complaints regarding electric service to obtain appropriate resolution and maintain favorable customer perception.

d. Investigates property damage claims and provides necessary information to insurance company to expedite the processing of the claim.

Performance Standards: Essential Function 6

Oversees activities concerning territorial issues.

a. Works with other utility companies to resolve territorial issues concerning service area assigned by the Public Service Commission.

b. Works with Cooperative departments concerning location of accounts in relation to the Public Service Commission’s assigned territory.

c. Consults with legal counsel when necessary concerning territorial issues.

d. Maintains files and maps concerning the territorial assignment.

Performance Standards: Essential Function 7

Assists with the selection, training, and development of direct reports.

a. Abides by all corporate policies and procedures in all aspects of employment, (hiring and selection, promotion, training, termination); appropriately documents actions.

b. Identifies training needs of direct reports and recommends training sources. Coaches and directs learning through direct involvement and reinforcement.

c. Analyzes daily workload and schedules.

d. Monitors performance and conducts performance planning and review session consistent with established time frames and guidelines.

e. Ensures fair and consistent treatment of departmental employees.

Performance Standards: Essential Function 8

Directs and supervises Member Services Representatives, Office Managers, Supervisor of District Office Services, Meter Readers/Collectors and Customer Service Representatives.

a. Provides management support to department employees to ensure optimum service is being provided to our customers.

b. Serves as escalation point for problems that cannot be resolved by Member Service Representative, Office Managers or Supervisor of District Offices.

c. Serves as liaison between customer support and other departments which includes being able to request and disseminate information from various departments.

d. Reviews and signs employee time sheets.

e. Approves vacation, sick leave and overtime for departmental personnel and identifies any problem areas.

f. Listens to and attempts to resolve employee problems and complaints and refers to Human Resources and/or the President/CEO if a solution cannot be reached.

g. Remains alert to conduct that raises a reasonable suspicion that an employee is using or is under the influence of alcohol or controlled substances while on duty or otherwise performing cooperative business.

h. Administers discipline and takes corrective action if needed.

i. Recommends compensation increases for direct reports.

j. Notifies the Human Resources Department whenever an employee’s absence possibly falls under FMLA.

Performance Standards: Essential Function 9

Works as a team member with the President / CEO and other staff to develop methods to provide effective, efficient daily operations.

a. Works with Cooperative management to ensure the Cooperative commitment to achieve and maintain high safety standards for the protection of its employees and the communities served.

b. Keeps the President/CEO informed of departmental achievements and challenges.

Performance Standards: Essential Function 10

Maintains a clean and orderly work place whether on company property, in vehicles or at job sites.

a. Keeps work area in a clean and orderly manner.

b. Maintains vehicle and keeps it clean, neat and in good working condition.

Performance Standards: Essential Function 11

Communicates, using equipment provided by the cooperative in accordance with FCC regulations, company regulations and policy.

a. Responds when called in a timely manner.

b. Speaks slowly and clearly on the radio.

c. Monitors employee two-way radio communications to ensure courtesy and professionalism.

Performance Standards: Essential Function 12

Performs after hours, on-call dispatch duty and sees that all trouble calls receive prompt attention.

a. Performs rotating dispatch duty and operates dispatch equipment from home.

b. Answers Cooperative telephone calls and obtains appropriate customer information.

c. Uses a two-way radio to dispatch customer information to the on-call lineman to the areas needing attention.

Performance Standards: Essential Function 13

Performs other duties as assigned, including the replacement of other personnel in their positions for short periods of time as required.