Vice President of Member Service and Communications

Location: Johnson City, TX
Date Posted: 01-26-2018
Company: Pedernales Electric Cooperative, Inc.
Position: Vice President of Member Services and Communications
Position Summary:
This position is responsible for providing leadership and strategic direction for the Member Services and Communications functions which include customer care operations, revenue management, capital credits, financial assistance, energy services, member communications and correspondence, external media communications, social media, and website content and design.

Essential Duties and Responsibilities:
  • Establish and oversee the strategic plan for customer care operations, revenue and capital credit management, financial assistance and energy services programs, and communication strategies.
  • Respond to membership issue resolution and complex customer relations related to Cooperative bylaws, business rules and tariffs.
  • Oversee contact and business center operations that ensure service level performance results in responsive member engagement. 
  • Ensure accurate and timely revenue billing and service order processing functions according to  Cooperative business rules and tariffs. 
  • Manage the Cooperative’s bad debt and collections policies, processes and procedures. 
  • Ensure regulatory compliance with financial performance and recovery of the Cooperative’s uncollectable revenue and bad debt.
  • Develop procedures that ensure the safety of field collection and office employees.
  • Establish  processes and systems that  effectively administer and reconcile all phases of the capital credit program.
  • Develop systems and processes to support routine customer care operations that ensure continuity of service during disaster recovery or other emergency situations.
  • Develop and manage department budgets.
  • Direct internal employee communications, including content generation and design.
  • Develop and implement effective external corporate communications and marketing plans for the organization, including product and service positioning, and campaign strategies.
  • Oversee development and execution of branding and advertising for the Cooperative.
  • Develop and execute media and public relations responses and emergency communications in a proactive manner.
  • Establish effective media, business partner and marketing affiliate relationships.
  • Provide strong leadership support for the Member Services and Communications department to ensure that it cohesively works together to maximize employee opportunities for personal and professional development. 
  • Maintain awareness of customer care and communication trends and best practices.
  • Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
  • Evaluate and discuss job performance problems with employees to identify causes and issues and work to resolve problems.
  • Teach and instruct employees in job duties and company policies or arrange for training to be provided.
  • Provide high level advice to the Chief Operations Officer regarding Member Services and Communications, and implementation of agreed management decisions.
  • Prepare and present reports and specific projects for the Chief Operations Officer, Chief Executive Officer, and Board of Directors.
  • Present and maintain a positive public image when interacting with members, businesses, and local officials.
  • Recruit, instruct and supervise subordinates.
  • Interpret and communicate work procedures and company policies to staff.
  • Establish metrics and prepare monthly reports. 
  • Coordinate activities with other departments.
  • Maintain the security of confidential information.
  • Stay abreast of advances in technology.

Supervisory and/or Leadership Responsibilities:    
A full range of supervisory activities, training, evaluation, counseling and recommendation for termination.  This includes, but is not limited to, effectively communicating organizational policies and other information to subordinates, ensuring that employees have a clear understanding of their responsibilities.

Knowledge, Skills and Abilities:
  • Knowledge of business and management principles including strategic planning, resource allocation, leadership techniques and budgeting.
  • Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data or processing information.
  • Knowledge of customer service, finance, technology, business integration, project management, and process reengineering.
  • Knowledge of principles and processes for providing customer service.
  • Knowledge of program planning and administration.
  • Knowledge of the NACHA laws and guidelines.
  • Skilled in monitoring and managing performance and establishing expectations.
  • Skilled in time management. 
  • Skilled in anticipating, identifying, analyzing and resolving conflict and problems.
  • Ability to communicate effectively verbally and in writing.
  • Ability to present to large audiences and in public settings.
  • Ability to develop staff and lead large cross functional teams.
  • Ability to analyze and research issues.
  • Ability to establish goals and objectives.
  • Ability to develop and evaluate administrative policies and procedures.

Minimum Qualifications – (Education, Experience, Certification, & Licensure):
  • Bachelor’s Degree in Business Administration, Information Technology, Management, Finance or related field.
  • Ten (10) years of progressive leadership experience in managerial or supervisory positions.
  • Hold and maintain a valid driver’s license.

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
  • The employee may be required to stand; reach with hands and arms, stoop and kneel.
  • The employee may be required to sit or stand for long periods of time.
  • The employee may be required to lift, carry, push, pull or move up to twenty-five (25) pounds.
  • The employee may be required to travel.
  • The employee may be required to respond in emergency situations.
  • Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period.
  • This position may be required to work more than forty (40) hours per week.

Pedernales Electric Cooperative is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation and gender identity.
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