Manager of Member Relations

Description:

POSITION SUMMARY

This position oversees the Member Relations staff. The position ensures the organizational goals of Ozarks Electric and OzarksGo are met through planning, organizing, implementing, evaluating all projects, policies and procedures of the Member Relations department. The position increases member communication and loyalty through community outreach opportunities. The position is directly responsible for departmental reporting for senior staff.



REPORTING RELATIONSHIPS

Reports To: Vice President of Member Relations

Supervises: Branch Supervisor, Main Office Supervisor, Member Relations Trainer



MAJOR RESPONSIBILITIES

Assist in planning, reporting variances, and projecting future needs for annual Member Relations department budget
Assist in developing, implementing and maintaining balanced scorecard initiatives for the Member Relations department
Plan and prepare monthly and quarterly Member Relations staff meetings to discuss upcoming process, policy, or procedural changes
Develop new external communication programs and offerings to enhance customer experience, build awareness of self-service options and promote ancillary products and services
Analyze trending data to help facilitate strategic business decisions related to staffing, process improvement, automation and individual employee improvement to drive a positive member experience
Assist in the creation, reporting and facilitation of departmental strategic initiatives that align with the overall goals of Ozarks Electric and OzarksGo
Communicate with executive staff to create department and cross-department goals and initiatives based on strategic direction
Assist in preparation and planning of monthly board report information for Member Relations department
Build relationships with civic, business and community programs of local communities by attending and participating in monthly meetings and events
Develop, implement and maintain system software processes for Member Relations department. Establish relationships with system software vendors to communicate current and future needs and provide input on business direction
Manages activities of Member Relations staff in Arkansas and Oklahoma offices
Develop projects and strategy to help achieve standards and goals set in place by Ozarks Electric and OzarksGo. Projects and plans will be to ensure member satisfaction through quality assurance, workforce management, customer satisfaction and efficiency ratings
Assists in developing and maintain policies and procedures governing the Member Relations and Accounting functions, consistent with the requirements of the Arkansas Public Service Commission
Study and research best practices in customer satisfaction to ensure Ozarks Electric and OzarksGo is providing world class and affordable service to its consumers
As a member of the management team, this position is responsible for the provision of a full range of management activities including, but not limited to the selection, training and evaluation of section personnel, planning, and the completion of special projects as delegated

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Manager of Member Relations shall be required to perform any other duties assigned to fulfill the objectives of Ozarks Electric Cooperative and OzarksGo.



EXTERNAL RELATIONSHIPS

Local Community Chambers
Arkansas Public Service Commission
Arkansas & Oklahoma Electric Cooperatives
Residential & Commercial Membership
Phone & System Software Vendors



POSITION REQUIREMENTS

Job Knowledge, Training, and Experience: Requires an undergraduate degree in marketing, business or related field and at least five years of related experience and/or training; or equivalent combination of education and experience.

Equipment Operated: Must be able to operate personal computers and related software. Must be able to use office equipment and telecommunications equipment. Must have a current driver's license without violations that would prohibit insurability.

Abilities and Skills: Must be able to prepare written materials and articulate goals and action plans. Must be able to delegate tasks and motivate employees to goals set in place. Must be able to communicate at a courteous and professional level to achieve member satisfaction. Must be able to perform basic mathematical and grammatical skills. Must be able to create, implement, and develop strategic plans to enhance membership satisfaction.

Physical Effort: Must be able to perform all activities listed in the job description with or without reasonable accommodation.

Working Conditions: Requires working indoors and outdoors with some irregular hours. Some travel is required inside and outside the Ozarks Electric service area. May be required to assist with major outages or system software issues.










For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

applicantpro.com/j/1179686-126771

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