Manager of Member Services
people with disabilities.
A Brief Overview
The Manager of Member Services is responsible for leading and managing the daily operations of the Member
Service Department, which supports both electric utility and broadband internet services. This role provides
leadership and oversight for a team of supervisors and member service representatives responsible for payment
processing, call center operations, and service request coordination. The Manager of Member Services ensures
high-quality service delivery, operational efficiency, and accurate reporting. This position works closely with
internal departments to support organizational initiatives, monitor staffing needs, and provide data-driven
insights to leadership.
What you will do
• Direct and manage customer service supervisors and staff responsible for call center operations,
payment processing, and service request management.
• Provide coaching, mentorship, and performance management to supervisors and team members.
• Establish performance expectations and monitor team productivity and service quality.
• Foster a positive, professional, and customer-focused culture within the department.
• Support employee development through training, feedback, and ongoing professional growth.
• Oversee daily customer service operations supporting both electric and broadband internet services.
• Ensure efficient handling of incoming calls, service requests, billing inquiries, and payment processing.
• Monitor call center performance metrics including response times, call volume, and service quality.
• Implement process improvements to enhance customer experience and operational efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Track operational metrics and customer service performance data.
• Develop and maintain reports for the Vice President of Member Service and Communications.
• Use data insights to support staffing decisions, operational planning, and service improvements.
• Monitor staffing levels and scheduling to ensure appropriate coverage for call center operations.
• Identify staffing needs based on call volume, service demand, and operational trends.
• Assist with recruitment, onboarding, and training of customer service personnel.
• Collaborate with internal departments including billing, operations, IT, marketing, and broadband teams
to address customer needs and operational issues.
• Participate in company-wide initiatives and projects that impact customer service operations.
• Serve as a liaison between customer service and other departments to ensure consistent communication
and coordination.
• Identify opportunities to improve processes, workflows, and customer service systems.
• Assist in the implementation of new programs, technologies, and initiatives affecting customer
interactions.
Qualifications
• Bachelor's Degree Business Administration, Management, Communications, or a related field preferred.
Required or
• An equivalent combination of education and experience sufficient to successfully perform the essential
duties of the job
• 5-8 years Progressive customer service experience in a high-volume customer service department
and/or call center. Required
• 2-3 years Supervisor/management responsibility Required
• Experience in the electrical utility industry, telecommunications or broadband services. Preferred
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze data and create operational reports.
• Proficiency with call center metrics, staffing models, and workforce management.
• Strong problem-solving and organizational skills.
• Ability to manage multiple projects and priorities simultaneously.
• Proficiency with customer service platforms, billing systems, and reporting tools.
• Valid Driver's License Upon Hire Required
Physical Demands
• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
Working Conditions
• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
The below disclaimers must be read in their entirety and acknowledged, by signature, as part of the application process. Please make certain that you have answered all of the questions of this employment application truthfully.
By signing below, I understand that the information provided is true and correct, and that any misstatements or omission of material facts in the application or the hiring process may result in discontinuing of the hiring process or termination of employment, no matter when discovered. I agree that the organization shall not be held liable in any respect if my employment is terminated because of false statements, answers or omissions made by me in this application.
I authorize the organization to analyze the truthfulness of all statements made on this application, complete reference checks from my current and former employers, and others that may provide information regarding my education and experiences. In addition, I give my consent for all contacted persons including current and former employers to provide information concerning this application, and I release each such person from liability for providing information to the organization.
I understand that nothing contained in this application, or the granting of an interview is intended to create an employer/employee relationship between the organization and myself either for employment or for the providing of any benefits. No promises regarding employment have been made to me unless made in writing. I further understand and agree that if I am hired, my employment would be “at will,” as defined by law where our organization operates: I would have the right to terminate my employment at any time for any reason and that the organization would retain a similar right.
I understand that any offers of employment may be contingent upon my taking and successfully passing a drug and/or alcohol test in accordance with the organization’s policy. If I refuse to submit to testing, refuse to sign the consent form, or test positive, the organization will not employ me.
I understand that any offers of employment may be contingent upon the results of a background check(s), including without limitation a criminal background check and a conviction inquiry, in accordance with the organization’s policies and state law.