Supervisor - Member Services

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Administers, participates in and supervises the day-to-day operation of URECC’s Member Services. Monitors and evaluates data to assure exceptional member service is provided by all in-person, phone, and digital member services representatives. Provides leadership and support within the department and proactively educates employees and informs members on initiatives and services being rendered by the Cooperative through various member contact means including phone, in-person, routine chat, and digital contact.

ESSENTIAL JOB FUNCTIONS:

• Maintain a positive and professional relationship with members and staff while exemplifying exceptional member service throughout the Member Services Department in a prompt and courteous manner, fostering a culture that upholds URECC’s Core Values in every member and employee interaction.
• Monitor key performance standards that assure the Member Service Department is providing exceptional member service to our members that are consistent with URECC’s member service standards and Core Values.
• Monitor and maintain Member Service Representative phone and walk-in activity to ensure even distribution of incoming workload. Construct and/or maintain various Member Services reports and procedures as assigned.
• Develop and maintain scripts for Member Service Representatives and to assure quality and consistent service to members of the Cooperative. Coordinates with Human Resources for training and development initiatives, including annual evaluations and performance monitoring for Member Service Representatives.
• Conduct team meetings to positively deliver key cooperative communications, set daily/weekly expectations and goals, motivate and encourage, and build team unity.
• During large outages, coordinates the scheduling of Member Service Representatives to assure adequate coverage on the phones, as needed for the duration of the outage.
• Communicate any needs of the Member Services Department to the Chief Business Officer.
• Coordinates phone and member service coverage for representatives in the front office and call-center, as needed, and during any absences.
• Provides leadership within the department, as well as, fully participating in all Member Service Department functions as phone and walk-in demand rises.
• Assists with and supervises call overflow in relation to URECC’s internal overflow process as needed. Monitors inbound and outbound calls of URECC Member Service Representatives.r.
• Fulfills supervisory responsibilities including, but not limited to; planning, scheduling, delegating, appraising, coaching, counseling, evaluating, and teaching; supports cooperative business policies, practices and procedures relative to supervisory responsibilities.
• Collaborates regularly with New Construction/Engineering to ensure seamless communication, accurate service delivery, and timely resolution of member and operational needs.
• Assists with the implementation, integration, and ongoing optimization of NISC and other third-party systems to support member services, key accounts, and organizational efficiency.
• Oversees Key Accounts Program to ensure consistent service delivery, effective relationship management, and alignment with organizational goals, policies, and strategic initiatives.
• Provides direct supervision to Key Accounts Executive, including performance management, coaching, goal setting, and professional development.
• Participates in occasional business travel, including attendance at TEC conferences, training sessions, and industry meetings, with flexibility for increased travel as system applications and operational needs expand.
• Responsible for performing such other related duties, tasks or responsibilities as assigned or required by the position.

• Attitude Toward Others
• Communicator – Verbal and Nonverbal
• Coaching Others
• Consistency and Reliability
• Evaluating Others
• Leading Others
• Member Oriented
• Problem…