Central Virginia Electric Cooperative
Member Services Supervisor
Central Virginia Electric Cooperative is recruiting the following position:
Operations Department Supervisor – The Member Services Supervisor will lead the Member Services Team by example in providing customer/member services which exceed expectations; as part of CVEC’s goal to be among the top rated electric cooperatives. The Supervisor is responsible for the daily operational and performance of the Member Service Team, as well as for ensuring positive interactions with large power accounts. This position requires travel to all 3 CVEC locations (Lovingston, Palmyra, Appomattox) weekly.
Key Responsibilities Include: Managing the integrity, efficiency, and service excellence of the Member Services Department. Directing the daily operations of a high performing team while also providing assistance to customers/members and staff. Establishing and monitoring employee goals. Analyzing member service related data; monitoring call volumes, call waiting time, abandonment rates, etc. Developing/executing policies & procedures. Working effectively with internal business partners to improve member services. Overseeing and responding to member service issues/incidents, serving as the escalation resource for issues that cannot be resolved by MSRs. Serves as a resource for large power accounts to be sure their needs are being met and that they have a single point of contact in the organization. Oversees and implements member service strategic planning initiatives approved by the Board and Management. Works with Management to develop new member service strategies.
Position Requirements Include:
Bachelors or Associates Degree preferred in business, public relations or related field. Some post-secondary education required (can include certificate programs); Minimum of three years as a Customer/Member Services Supervisor or Call Center Supervisor; with a proven track record of successfully leading teams and improving customer/member satisfaction scores. Equivalent combination of education and experience will be considered.
The successful applicant must have: Exceptional Customer/Member Service Skills (with internal and external customers) and the ability to diffuse and effectively deal with stressful situations. Strong knowledge of principles and processes for providing customer/member services; this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Proven ability to successfully lead, motivate and develop team members. Excellent organizational and time management skills, being able to effectively multi-task, prioritize and delegate as applicable. Experience collaborating across departments. Proficiency in Microsoft Office Applications
Annual Salary Range: $72,000 - $85,000 – Based upon qualifications and experience
CVEC offers a comprehensive benefits package which includes: Health, Dental Insurance, and Life Insurance; Short-Term and Long-Term Disability; Elective and Non-Elective 401k Retirement Plan; along with Generous Annual Paid Time Off.
All interested applicants need to apply online utilizing www.mycvec.com and clicking Careers, View Positions Currently Available
Please submit your application and/or resume online on or before 2/23/2018. However CVEC reserves the right to stop accepting applications prior to that date based upon the number of qualified applications we receive.
The Central Virginia Electric Cooperative will not discriminate against any employee or applicant for employment on the basis of race, color, religion,sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, pregnancy, disability, family, military or veteran status, or any other status protected by state or federal law.
Location/Region: Lovingston, VA (US - 22949)