Lead the Future of Member Experience and Energy Innovation at SEC.
At Southside Electric Cooperative (SEC), we do more than deliver power, we empower people.
We are looking for a Director of Member and Energy Services who is passionate about people, powered by data, and inspired to build programs and services that make a real difference for the members and communities we serve. This is your chance to shape the future of member engagement, and the energy services provided here at SEC.
If you thrive on improving processes, mentoring high-performing teams, and delivering innovative, high impact solutions, we want to hear from you! Your leadership will be key in driving world-class customer service and bringing energy management programs to life.
What will you do if hired?
•Lead and manage the Member Service Team, Collections Department, and Energy Services, ensuring alignment with organizational goals and member needs.
•Oversee call center operations to ensure alignment with departmental KPIs and strategic objectives.
•Direct and develop energy programs and services to provide energy solutions for the members we serve.
•Develop and implement strategies to enhance member satisfaction, service quality, and operational efficiency.
•Ensure effective collections processes and delinquency management, while developing and implementing strategies to minimize write-offs and improve overall account recovery.
•Ensure compliance with all applicable laws, regulations, and policies.
•Utilize data analytics to monitor and evaluate department performance, member trends, and service outcomes. Provide VP with actionable ideas and solutions.
•Manage all escalated member service complaints and inquiries.
•Drive the development and execution of energy programs and services.
•Establish the key performance indicators (KPIs) to ensure service excellence and operational targets are met.
•Provide support during major power outages by supplying essential resources and information to the member service team and handling escalated phone calls.
•Prepare annual budget and action plans for the Department.
•Provide department VP with all department insights, trends, and recommendations to improve.
Our ideal candidate answers "yes" to the following questions:
•Do you have a bachelor's degree in business administration, marketing, management information systems, or public relations?
•Do you have five or more years of progressive work experience in the area of member or customer service?
•Do you have three to five years of supervisory experience?
•Do you have sound knowledge of the following?
•Member service principles and best practices
•Strategic planning and execution, with a focus on service improvement
•Call center operations, including quality assurance and service level optimization
•Familiarity with energy efficiency technologies, renewable energy systems, and demand response strategies
•Do you have keen analytical, organizational, and problem-solving skills that allow for strategic data interpretation?
•Have you developed and evaluated energy-related programs and services?
•Can you effectively lead, coach, and manage a diverse group of employees?
•Are you able to analyze and resolve member service complaints quickly and systematically?
•Do you have advanced knowledge of customer service and conflict resolution?
•Do you have strong interpersonal and communication skills?
•Are you able to work on multiple tasks, delegate, and deal with ambiguity?
•Do you reside within 60 minutes legal driving time of our office in Crewe, VA? Or are you willing to relocate to this area?
This is an exempt level position.
At Southside Electric Cooperative, our members are our priority. We are not intimidated by adverse situations, and we know extra hours will be necessary during emergencies. Like you, we are always ready to roll up our sleeves and get to work when the workload demands. While other businesses close their doors during inclement weather, we report to work to serve our members, any time, night, or day.
Benefits
Because SEC employees take great care of our members, we reward them with a very competitive salary and an excellent benefits package that includes:
• Employer sponsored Retirement plan after one year of service.
• Employer contributions to employee 401(k) accounts after one year of service. (Employees may contribute after completing a full calendar month of service.)
• HDHP Anthem HealthKeepers health insurance with 100% employer paid premium for employees and 95% employer paid premiums for their eligible dependents. (Anthem KeyCare is also available with a small employee premium.)
• Anthem Dental and Vision, with 100% employer paid premiums for employees and their eligible dependents.
• HSA with annual employer contribution.
• Health Reimbursement Arrangement (HRA).
• Basic Life Insurance and AD&D insurance, each at 3x annual salary for employees with 100% employer paid premium.
• Affordable life insurance for dependents including $20,000 life insurance per child for only $2 per month, regardless of the number of children covered.
• Tuition reimbursement including books and fees.
• Premium LifeLock with Norton
NO RECRUITERS OR AGENCIES!
Documents to establish identity and employment eligibility are required. Offers of employment are conditional upon a negative alcohol and controlled substance test, as well as a successful background check.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.
Crewe, VA
Full-time
