VP, Member Services & Energy Solutions

SUMMARY

The Vice President of Member Services provides strategic leadership and administrative oversight for the cooperative’s member service functions, including the Customer Information System (CIS), Customer Care and Energy Services departments. Ensure accurate and efficient billing processes, provide exceptional service to the cooperative members, and deliver innovative energy solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following is not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on business needs. The basic requirement of every position is to perform all tasks as assigned by the supervisor.

• Provide strategic direction and leadership to the member services, CIS, and energy services team, aligning initiatives with the cooperative's overall goals and objectives.
• Oversee the delivery of high-quality member services, including billing, account management, and customer support.
• Develop and implement initiatives to enhance member satisfaction.
• Lead efforts to educate members about the cooperative's services, programs, and initiatives through various communication channels.
• Lead efforts to promote energy efficiency and sustainability among members. Develop programs and initiatives to encourage conservation and the use of renewable energy sources.
• Oversee strategies to detect and prevent revenue losses.
• Build and maintain strong relationships with members, stakeholders, and community partners. Address member inquiries, concerns, and feedback in a timely and professional manner.
• Monitor departmental performance metrics and key performance indicators (KPIs). Implement measures to improve operational efficiency and effectiveness.
• Stay informed about relevant laws, regulations, and industry trends related to the industry. Ensure compliance with all applicable regulations and standards.
• Develop and manage departmental budgets, ensuring optimal allocation of resources and cost-effectiveness.
• Recruit, train, and mentor staff members within the division. Foster a culture of collaboration, innovation, and continuous improvement.
• Collaborate with leadership to integrate communication plans into overall business strategies.
• Lead key accounts team members and steer efforts towards a successful key accounts strategy for cooperative and its high use members.
• Assists with Legislative Affairs team and represents the cooperative at public meetings, civic events and stakeholder engagements.

SUPERVISORY RESPONSIBILITIES

Directly supervises 3 to 4 managers in the Member Services division

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Physical Demands

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 individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, and talk or hear. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

External Contacts

General Counsel: Confer with and seek advice concerning business or legal matters.

Software vendors: To discuss software enhancements and functionality.

Members: Communicate regarding escalated issues.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree (B. A.) in Business Administration, Communications (or related field) from a four-year college or university; 7-10 years’ experience in member services, energy services or related roles.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, board of directors, personnel and vendors.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations

Valid Florida Driver's license

Other Skills and Abilities

• Proven track record of leadership and success in driving member engagement, satisfaction, and retention.
• Excellent leadership, communication, and interpersonal skills.
• Strategic thinker with the ability to develop and execute effective plans to achieve organizational goals.
• Knowledge of electric cooperative principles, regulations, and industry trends.
• Proficiency in budgeting, financial management, and performance measurement.

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