Position is responsible for providing office, billing, customer service and associated programs for our members. Participates with the senior management team to assist in the formulation and implementation of the strategic plan of Northeast Oklahoma Electric Cooperative and its subsidiaries. Primarily responsible for the planning, direction, coordination, review and monitoring of all office service related policies for electric and fiber services.
Essential Duties and Responsibilities
Maintains a safe working environment by adhering to policies, procedures, and regulations, including any specifications set forth by federal, state, or local authority, and the company approved safety manual.
Maintains staff performance in accordance with the Cooperative’s policies and procedures and applicable laws. Includes, but is not limited to: interviewing, selecting, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems for electric and fiber services.
Responds by phone, letter, or personal contact with membership in order to answer questions or resolve problems including commercial/contract accounts. Ensures employees are trained to handle charged or emotional situations for electric and fiber services.
Ensures adherence to the rules and regulations of regulatory bodies, such as the Oklahoma Corporation Commission. Evaluate and monitor current rate structure.
Ensures most effective and efficient billing and member information system is selected and used to its maximum benefit for the Cooperative for electric and fiber services.
Works with metering to select and monitor methods to obtain monthly readings of members’ meters; ensures accuracy of readings and resulting bills.
Ensures all electronic communication/payment portals are administered and updated efficiently for electric and fiber services. (i.e. Smarthub, Messenger, Call Capture, Payment Gateway)
Review and enforce the Payment Card Industry Data Security Standard in conjunction with the Information Technology department.
Troubleshoot and contact third party vendors for services offered. (i.e. Moneygram, US Payments – kiosks, Verifone, UMB, Transworld)
Ensures effective collection practices are in use to minimize uncollected revenue. Monitors and guides employees in their collection practices for electric and fiber services.
Develops and updates, as needed, the business recovery plan, whereby ensuring the on-going function of the Cooperative’s billing and member services in the event of a business interruption. Ensure the entire Emergency Response Plan is reviewed and updated by all departments bi-annually.
Ensure notification, registration and voting processes for both district meeting and annual meeting are prepared, followed and enforced.
Works with the Credential and Elections committee to ensure candidates and balloting procedures of the Cooperative comply with the strict standards of the Cooperative’s bylaws.
Prepare monthly and annual reports for electric and fiber services.
Maintains community exposure to the Cooperative and its resources through participation in civic organizations, events, and community service clubs.
Ensures appropriate office equipment is selected and maintained for efficient operation of the Cooperative.
Other duties as assigned.
Customer Focused – Enjoys helping others, is friendly, listens and responds promptly to customer concerns and complaints, and follows through to ensure commitments are met. Manages difficult or emotional customer situations and solicits feedback to improve service.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; generates creative solutions; develops innovative approaches and ideas; and demonstrates attention to detail.
Project Management – Develops project plans; coordinates with others; communicates changes and progress; and completes projects on time and within budget.
Technical Skills – Pursues training and development opportunities to continuously build knowledge and skills and shares expertise with others.
Communication Skills – Speaks clearly and persuasively in positive or negative situations; listens and requests clarification when needed; responds well to questions; and participates in meetings.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; and varies writing style to meet needs.
Teamwork – Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team; and supports everyone's efforts to succeed.
Leadership – Inspires and motivates others to perform well; includes appropriate employees in planning and decision-making; takes responsibility for employees’ activities; makes self available to employees; develops employee’s skills and encourages growth; gives appropriate recognition to others; and continually works to improve work environment and leadership skills.
Ethics – Treats people with respect; keeps commitments; accepts responsibility for own actions; inspires the trust of others; works with integrity; and upholds organizational values.
Organization Support – Follows policies and procedures to further company goals and values; promotes a harassment-free environment; and respects diversity.
Confidentiality – Uses discretion and maintains confidentiality in sensitive matters.
Mathematical Skills – Must be able to calculate bills, payment plans, and penalties; prepares ratios for requested reporting; assists with the preparation of an annual budget.
Computer Skills – Strong computer skills, knowledgeable and proficient with all applicable software, and member information system applications.
Education and/or Experience—A Bachelor’s Degree in Accounting, Communications, Business Administration, or related field is highly desirable. Previous experience in customer relations and communications with an electric utility is desirable. Previous management experience, as well as strategic planning and development required.
About Northeast Oklahoma Electric Cooperative
Northeast Oklahoma Electric Cooperative serves over 28,000 members in a four-county area with 38,000 plus meters. Over 5,000 miles of power lines spread across the geographically-diverse service territory, consisting of both overhead and underground structures. With approximately 190 employees, the cooperative and its subsidiary are one of the largest employers in the area.
The cooperative's subsidiary, Northeast Rural Services, was founded in 1989. It features a technology and communications division, as well as a full-service contract right-of-way division. Northeast Rural Services is motivated by the same maxim that drives its parent company to seek out the best interest of cooperative members.