Member Service Supervisor

Location and Company Overview

Umatilla Electric Cooperative is headquartered in Hermiston, Oregon (population 18,000+), the largest and fastest‑growing city in Eastern Oregon. Located seven miles south of the Columbia River, Lake Wallula and the McNary Dam, Hermiston has become a hub for logistics and data center activity. The area is 30 minutes south of the Tri‑Cities in Washington, two‑and‑a‑half hours south of Spokane, three hours east of Portland, and three‑and‑a‑half hours northwest of Boise.

Cost of living is lower than the national average. Blue Mountain Community College and Eastern Oregon University have branch facilities in Hermiston;
Columbia Basin College and a branch campus of Washington State University are a 40‑mile drive. Area activities are plentiful, including golfing, boating, fishing, hunting, camping, hiking and snow‑skiing.

Type: Full‑Time / In‑Office

Salary: $95,597 – $117,572

• 4‑10 Schedule (Friday’s Off)
• 401(k) up to 11% Company Contribution
• Pension Plan (100% Employer Sponsored)
• Tuition Reimbursement Program
• Comprehensive Medical / Dental / Vision Benefits options
• Competitive Wages
• Vacation, Sick Leave and 11 Paid Holidays
• Gym Membership Subsidy
• Employer‑Sponsored Training
• Various Opportunities for Fundraising and giving back to the community.

For information on the local area, please visit

The Member Service Supervisor is responsible for supervising and coordinating the activities of the Member Service Representatives. The position drives positive Member Service relations with members by promoting and implementing excellent service. The Supervisor reviews the work of subordinates for thoroughness, accuracy and compliance with company policies and procedures and oversees energy account payments and delinquent procedures.

• Directly supervise, coach, and support Member Service personnel, overseeing workload distribution, schedules, and coverage to ensure service levels are maintained.
• Oversee exceptional Member Service by establishing and monitoring performance standards, providing training opportunities and performing ongoing evaluation.
• Monitor and oversee the collection of accounts and the disconnection of electrical services, ensuring consistent, fair application of cooperative policies, guidelines, and terms and conditions.
• Monitor the operational performance of Member Service by performing trend analysis, benchmarking key performance indicators, and generating performance reports.
• Provide leadership in identifying, developing and implementing process improvements, programs and solutions that ensure members receive the highest level of satisfaction.
• Build and transform member relationships to be engaged and interactive, implementing and improving member‑facing technology and programs for in‑person or remote interactions.
• Ensure adherence to cooperative bylaws, policies, terms and conditions, and other applicable laws.
• Evaluate escalated member concerns and resolve or continue escalation to appropriate management.

• Provide regular updates to management on department performance, key activities, accomplishments and milestones.
• Participate in energy rate change considerations and development of communication strategies for affected members.
• Oversee payment processing, low‑income assistance disbursement, and delinquent account communications and procedures.
• Manage vendor relationships to ensure successful data exchanges and issue resolution.
• Collaborate with departments across the organization to ensure company‑wide continuity and standardized process development.
• Build professional and technical knowledge by attending meetings and workshops, reading professional publications, and establishing professional networks.
• Work collaboratively with colleagues and foster a spirit of cooperation in the workplace.
• Conduct oneself in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
• Respectfully take direction from supervisor.

Directly supervise union employees in the Member Service departments. Carry out supervisory responsibilities in…