Business Office Manager

Job Title:
Business Office Manager
Location: TVEPA

Job Purpose:
Help achieve the cooperative mission to enhance the quality of life and promote excellent service to TVEPA members and TVIFiber subscribers by managing front-line customer service personnel and ensuring member/subscriber experiences result in an enhanced customer perception of the Association.

Primary Duties:

• Direct and develop daily member service functions, methods, and standards of excellence for assigned personnel to ensure effective, efficient daily operations.
• Train, coach, and provide continuing instruction to assigned personnel on proper customer service techniques to preserve a favorable public image.
• Supervise Member Service Representatives, Meter Readers, Collectors, and Custodian personnel.
• Provide guidance for complex or sensitive member service issues, making independent decisions to achieve satisfactory resolutions.
• Act as a liaison between the Member Service department and other departments to gather and disseminate information effectively.
• Develop and monitor short- and long-term disaster preparedness plans for essential member service functions.
• Analyze data and prepare appropriate management and statistical reports as directed.

Pay and Benefits:

• Status:
  Full-Time / Exempt
• Salary:
  Competitive (specific amount not provided)
• Benefits:
  Supportive team environment, opportunities for professional development, and career advancement.

Requirements:

• Education:
  High School Diploma or GED required;
  Associate’s Degree in Business, Marketing, Computer Applications, or similar discipline preferred.
• Experience:
  Minimum of 15 years of Customer Service or Marketing experience.
• Skills & Knowledge:
  In-depth understanding of Association policies, procedures, and rules. Excellent written and oral communication skills in English. Proficient in Microsoft Office products (Word, Excel, PowerPoint, Outlook). Strong leadership, delegation, organizational, and problem-solving skills with the ability to remain calm during stressful customer interactions. Must maintain complete confidentiality.

Work Environment:
Fast-paced office setting requiring clear communication, teamwork, and leadership. Must maintain a professional appearance, pleasant disposition, and possess the ability to work independently while handling high-stress situations.