What are the responsibilities and job description for the Director of Customer Service position at Lea County Electric Cooperative?
Job Posting: Director of Customer Service at Lea County Electric Cooperative
About Lea County Electric Cooperative (LCEC):
At LCEC, we are committed to providing exceptional service to our members while upholding the highest standards of professionalism and compliance with state and federal regulations.
Position Overview:
We are seeking a dynamic and experienced Director of Customer Service to lead our customer service and collections teams. The successful candidate will ensure that our members and the general public have a positive and professional experience with LCEC's policies, procedures, and services.
Key Responsibilities:
- Ensure compliance with LCEC policies, Public Regulatory Commission (PRC) regulations, and relevant federal regulations.
- Manage staffing and operations of all LCEC offices during business hours.
- Oversee training and performance of Customer Service Representatives (CSR's) and Collections Coordinator.
- Supervise daily activities related to service orders, electronic payments, collections, and credit card activity.
- Monitor and resolve member complaints, ensuring timely communication and resolution.
- Coordinate with other departments on member services, including energy audits and outage management.
- Maintain up-to-date knowledge of LCEC rates, rules, and regulations, and ensure clear communication to members.
- Prepare reports, letters, and spreadsheets as required by management.
- Assist with LCEC sponsored events and other cooperative duties as assigned.
Qualifications:
- Education: Associate's Degree required; Bachelor's Degree preferred.
- Experience: Three to five years of supervisory and consumer service experience; proficiency in Microsoft Excel, Word, and other relevant software.
Key Skills and Abilities:
- Strong analytical, organizational, and people management skills.
- Excellent oral and written communication skills.
- Ability to handle conflict resolution and difficult customer situations effectively.
- Proficiency in Microsoft Office Suite.
- Knowledge of cooperative principles, policies, and procedures.
- Valid driver's license and ability to travel occasionally.
Working Conditions:
- Normal office environment with occasional overtime and emergency callouts.
- Physical requirements include sitting, standing, walking, bending, and reaching.
- Must pass random drug/alcohol testing.
Lea County Electric Cooperative is an Equal Opportunity Employer
