To manage all aspects of customer service activities including the process of accepting application for new electric service, accepting requests for service, assisting members with bill concerns, advice on power use, payment of bills, and bill collection activity.
To coordinate energy efficiency and rebate programs.
To manage payment services and collection activities.
To manage the acceptance of bill payments over the counter, drive-thru, mail, lockbox, on-line, and IVR and posting to the member accounts.
To coordinate all aspects of communications to REMC members, newsletter, website, social media, etc.
To manage all aspects of the REMC public relations and activities for community/youth activities.
To plan and implement a successful annual meeting and the Director election process.
To responsibly prepare and administer a department work plan and budget.
To hire and maintain an informed and motivated staff. Provide leadership, coaching, counseling, and discipline when needed.
To keep abreast of industry news and activities to provide the best customer service and marketing activities benefiting both the member and the REMC.
To support, participate, provide input, and objective advice to fellow members of the management staff.
To support the overall objectives of the REMC as directed by the General Manager.
Duties and Responsibilities
Must exhibit and deliver confidence in communications at all levels of the organization; must possess excellent organizational and planning skills and exhibit strong project management and time management skills. Must be self-motivated with a positive and professional approach to management.
Manage and develop operating procedures to support all areas of customer service for employees to understand and implement on a day to day basis.
Manage and develop educational opportunities for employees to understand and aid members using the REMC services. This includes communicating courteously with members by phone, letter, electronically, and face to face. This includes investigating and solving member problems which may be complex in nature.
Manage and develop customer service procedures, policies, and standards for improving member relations. Benchmark best practices and apply them to improving member relations.
Work with other department managers to maintain a high level of customer service throughout the organization.
Manage customer billing programs and payment programs. This includes all bill rendering processes, bill design, scheduling; on-line and IVR payment programs; budget programs; prepaid services.
Continue to work toward lowering and minimizing write-offs of bad debt by working with members on a day to day basis.
Actively monitor and use a Customer Information System (CIS) integrating the best use of technology to better serve the REMC member. Use the CIS to create and improve efficiencies and improve customer service. Work to continue to develop a broader understanding of the tools we have within our CIS vendor.
Management of any rebate or energy conservation programs.
Administer and coordinate member communications using news releases, electronic emails, Facebook, the UDWI newsletter, and the REMC’s Web page.
Coordinate and develop letter-writing and written communications to members for GM and BOD.
Develop and direct public relations programs directed towards community and youth activities.
Plan, prepare, coordinate, direct the cooperative’s Annual Meeting
Coordinate, implement and analyze member surveys including Touchstone Energy Services; End-Use and Customer Satisfaction Surveys as directed by Hoosier Energy.
Effectively listen to our members and execute programs and services that engage the REMC member in the REMC.
Plan and prepare the annual department budget by working with employees and listening to their ideas.
Maintain a highly motivated staff to deliver a high standard of customer service. This includes communicating job expectations; planning, monitoring, appraising, reviewing compensation plans, and enforcing policies and procedures.
Keep informed of company documents including policy, standard operating procedures, bylaws, IURC, company rules for safety and conduct, emergency action plan and others.
Provide leadership to employees, identify employee needs for training and communicate expectations for high job performance.
Attend monthly board meeting as requested by the CEO.
Manages general office supplies procurement and office cleaning/safety
Support co-workers in any capacity needed to contribute to the efficient operation of the REMC.
Bachelor’s degree in Business Administration, Marketing/Communications, or a related field.
Billing/Collections, Business Writing, Microsoft Office Intermediate User, Public Speaking, Communications Training, Supervisory, Organizational and Leadership Training.
Five to seven year’s prior experience; may substitute eight years of experience in lieu of Bachelor’s degree.
Operates office machines: Frequently
Standing: Occasionally (working with customers/contractors at counters)
Walking: Occasionally (working with customers/contractors at counters)
Contacts with the public: Frequently
Written communication: Frequently
Formal presentations: Frequently
Accuracy and detail: Frequently
Deadlines under pressure: Frequently
Frequently requires greater than 40 hours per week to complete tasks
About Utilities District of Western Indiana REMC
Hoosier Energy is a generation and transmission cooperative serving 18 member electric cooperatives in central and southern Indiana and southeastern Illinois.