Member Services Supervisor

: IN TERNAL/EXTERNAL JOB POSTING Jobvite, our Applicant Tracking System third party administrator, uses Amazon's SES Platform and unfortunately emails are being blocked by most email engines and directed to your JUNK/SPAM folders. We want to make sure you see receive and can see all communications related to your application; therefore, we are kindly asking that after you submit an application frequently visit your junk/spam folders and look for emails that end in [email protected] via amazonses.com . We apologize for the inconvenience. Member Services Supervisor Department: Member Services Reports to : Assistant Manager of Member Services Location: 850 Howey Road, Groveland, FL 34736 Pay Rate: Based on qualifications and experience Classification: Non-Represented - Non-Exempt Posting Date ( s ) : Thursday, 01/25/2024* # of Vacancies: 1

• This posting will be closed and no longer available to receive applications upon SECO Energy 's discretion.

^ SECO Energy is a not-for-profit electric distribution cooperative serving over 200,000 families and businesses across seven counties in Central Florida, making SECO Energy the third largest electric co-op in Florida and the sixth largest in the nation. ^ SECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, age, genetics or individuals with disabilities, or protected veteran status. ^ Qualified employees will be considered on an equal basis with external applicants. General Purpose of Job This position has responsibility to coordinate, organize and direct activities of all member service personnel in both service centers and call centers. This position will oversee the processes and systems related to the servicing of our members ensuring member interactions result in enhanced member perception and satisfies the member's requirements; investigate and resolve member problems within the scope of Member Services Specialists, Call Center, and Service Center transactions; promote productivity and exceptional levels of member satisfaction. This position requires advanced knowledge in all member interactions including, but not limited to, initiating, and processing all service requests, prepaid metering, capital credits, special interest accounts, and all member communications. Minimum Required Qualifications and Competencies The following includes the minimum job requirements and essential duties for this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Some job requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees. Education Minimum 2 Year / Associate Degree Major: Business administration or a related field Experience Minimum Three (3) to five (5) years' experience working in a customer service environment in a supervisory or lead capacity. Preferred Management experience. Preferred Experience or similar work with an electric utility or related industry. Education and/or Experience Notes Job related experience may be substituted for the required education on a year-for-year basis. Other Requirements

• Ability to operate a variety of office equipment, including a personal computer, printers, copy machines, telephone, and fax machine.

• Ability to work irregular hours for assignment completion and flexibility to change scheduling and report to work on short notice during emergency situations.
• A valid Florida driver's license for regular driving privileges of a company vehicle; must have and maintain an acceptable driving record as determined by SECO Energy.
  • Business travel between Member Service Centers is required; occasional travel to corporate call center for support coverage and for training and development as directed.
• Normal work hours shall be eight (8) hours between 7:00 am and 7:00 pm, Monday through Friday.
• Successful completion of pre-employment background check, physical and drug screen.

Driving Requirements: Valid Florida Driver's License Knowledge, Skills, and Abilities

• Ability to identify and resolve problems in a timely manner; to manage difficult or emotional member situations; gather and analyze information skillfully and develop alternative solutions.
• Ability to interact effectively as a leader to train, coach, and mentor employees in their assigned work unit with direct knowledge of related practices and principles.
• Computer proficiency with the ability to utilize MS Office products; ability to acquire working knowledge of the corporate customer information system and other applicable corporate systems as they relate to the position.
• Demonstrated listening, verbal, and written communication skills; accurately prepare all types of business correspondence, design and produce reports; ability to analyze and interpret job related business periodicals.
• Excellent customer service orientation and interpersonal skills for interaction with managers, supervisor, employees, members, and others; ability to exercise good judgment, sound reasoning skills and discretion in making independent decisions commensurate with responsibilities.
• Knowledge of cash handling, cash receipts, balancing and bank depository procedures.
• Knowledge of cooperative processes, member fees, deposits rates, service territory, etc. and effectively communicate procedures and policies to members, contractors, and the public.
• Proven ability to work effectively in a team environment and contribute to building a positive team spirit; capability of effective planning and priority setting; ability to maintain highly confidential information; and effectively manage stress and pressure in a frequently changing environment.
• English is the primary business language. Second language in Spanish is desirable.

Verification: The above qualifications and competencies for this position may be verified through a combination of education, experience, interview questions and technical skills exercise(s). Essential Duties and responsibilities This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative. Supervisory This position has responsibility for the direction, coordination, and evaluation of employees in their respective member service unit. This person is expected to perform supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Coordinate, monitor and evaluate the performance of member service personnel involved with SECO products and services, including but not limited to, service requests, capital credits, prepaid metering, disconnects or reconnects, member inquiries, daily job duties and monthly reports and activities; make necessary changes in staffing based on day of week or other anticipated events to ensure all members (incoming calls/in person) are handled properly.
• Establish and communicate performance standards; monitor individual results to identify and act on both positive and negative performance to ensure attainment of goals and performance targets.
• Provide formal and informal performance feedback on an ongoing basis; communicate and follow-up to ensure direct reports are fully informed of all new information related to their job functions; act on both positive and negative performance to ensure attainment of individual goals and performance targets.
• Monitor and evaluate member service personnel to observe employee demeanor, technical accuracy, and conformity to company policies; review recordings and reports to monitor the member experience and associate statistics; reporting discrepancies and areas that need improvement to management.
• Complete formal performance reviews and evaluations in a timely and fair manner; evaluate performance based on effectiveness, timeliness and efficiency of work and employee relations; verify time sheets and approve time off.
• Maintain harmony among employees and resolve disputes.

• Maintain knowledge of company policies, department procedures, and system skills.
• Ensure the customer service team is adequately informed of policy and procedure changes and provide a forum for team members to provide input to management.
• Promote a member service culture that motivates and ensures employee satisfaction.
• Maintain knowledge of company policies, department procedures, and system skills.
• Ensure the customer service team is adequately informed of policy and procedure changes and provide a forum for team members to provide input to management.
• Promote a member service culture that motivates and ensures employee satisfaction.
• Continually identify and recommend new member service processes, procedures, and training for all areas to maximize productivity in a team environment; standardize procedures to improve efficiency and work enhancements; assist with creating or updating procedures, as needed.
• Identify, document, and resolve member issues; utilize contact-tracking tools and complete in a timely manner.
• Review/create service orders to resolve member inquiries, complaints, or concerns in an efficient and timely manner, contact members or initiate correspondence for all aspects.
• Monitor and prepare daily/weekly/monthly reports to management, as directed.

• Assist manager with monitoring team performance and department activities to ensure site goals are being met and to ensure accordance with established legal, regulatory, and company procedures.
• Assist and support implementation of all new projects.
• Support manager with operating expense goals through identifying and implementing opportunities that reduce costs and increase productivity.
• Rotate to other office locations for support coverage, as needed.

Physical Demands and Work Environment The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk and sit. The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl, defined light level work. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus. This position has general sedentary office environment. The noise level in the work environment is usually moderate.