Director of Member Services

Leads and sets strategic direction of Member Services department. Develops and manages business standards for member interactions to ensure information accuracy and excellent customer support. Develops efficient processes to ensure reliability and availability of membership data used to support member communications and guide business‑critical decisions. Develops and directs consistent business policies and practices for all members and ensures Bylaw compliance. Works to formulate marketing campaigns and implements those campaigns.

Responsible for crafting and implementing strategic member engagement initiatives to foster improved long‑term relationships between the Cooperative and members.

• To plan, direct, coordinate, evaluate, and monitor all administrative member service‑related policies and procedures to ensure the offering of aggressive programs to meet the present and future needs of the Cooperative and its members.
• Promote and adhere to A & N Electric Cooperative safety and operating rules, procedures and guidelines.
• To provide services with regards to member services, billing and collections in a timely and accurate manner to all members, as provided by the terms and conditions of the Cooperative.
• To coordinate with all department heads any activities relating directly to member service functions.

• Supervises employees reporting to this position, including planning work schedules, training/coaching, evaluating performance, hiring and firing. Ensure the development of highly motivated and trained employees equipped to meet the changing demands of members.
• Plans and prepares company‑wide work schedules for all functions pertaining to billing.
• Responsible for all aspects of electric service billing.
• Responsible for collection of past due accounts and bad debts.
• Administers service order system.
• Administers Contact Tracking with Customer Information System. Updates and maintains all forms of communications with members, handling member questions and complaints, as necessary.
• Administers the call answer contract with Cooperative Response Center (CRC) and communicates regularly with CRC representatives. Responsible for annual budgeting and monthly CRC invoicing of this service.
• Communicates with various local, state and federal agencies concerning members' accounts.
• Writes and maintains customized reports relating to members' accounts, billing, capital credits, and other data contained within the Customer Information System.

See Full Job Description PDF below

Bachelor's degree in business, accounting or a related field preferred. NRECA courses in supervision or equivalent preferred. Preferred qualifications may be substituted with equivalent experience.

Incumbent should possess a minimum of ten (10) years of progressively responsible experience in the billing/member services department of a utility, preferably a cooperative, or another industry employing similar technology and serving the same or larger customer base.

Must have knowledge of Cooperative Terms and Conditions, Cooperative Rate Schedules, District Court Procedures (regarding warrants and judgements), Payment Assistance Programs (federal and state), general knowledge of utility agencies and associations such as Rural Utilities Services (RUS), National Rural Electric Cooperative Association (NRECA), and Virginia, Maryland, Delaware Association of Electric Cooperatives (VMDAEC).

In addition, incumbents must have an understanding of computer systems as they relate to this position.

Must possess a working knowledge of all tasks within the department.

Ability to deal with a variety of people in difficult situations; plan, organize and direct work schedules; interpret and apply billing rate schedules; recognize, understand and resolve problems.

This position also requires proficiency in written and oral communication, organization, personal computers and related equipment, mainframe computers, and mathematical skills.

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.

We support and obey laws that prohibit discrimination everywhere we do business. We fully consider all qualified applicants including those with a criminal history.