Director of Customer Service

Job Posting: Director of Customer Service at Lea County Electric Cooperative

About Lea County Electric Cooperative (LCEC):

At LCEC, we are committed to providing exceptional service to our members while upholding the highest standards of professionalism and compliance with state and federal regulations.

Position Overview:

We are seeking a dynamic and experienced Director of Customer Service to lead our customer service and collections teams. The successful candidate will ensure that our members and the general public have a positive and professional experience with LCEC's policies, procedures, and services.

Key Responsibilities:

- Ensure compliance with LCEC policies, Public Regulatory Commission (PRC) regulations, and relevant federal regulations.

- Manage staffing and operations of all LCEC offices during business hours.

- Oversee training and performance of Customer Service Representatives (CSR's) and Collections Coordinator.

- Supervise daily activities related to service orders, electronic payments, collections, and credit card activity.

- Monitor and resolve member complaints, ensuring timely communication and resolution.

- Coordinate with other departments on member services, including energy audits and outage management.

- Maintain up-to-date knowledge of LCEC rates, rules, and regulations, and ensure clear communication to members.

- Prepare reports, letters, and spreadsheets as required by management.

- Assist with LCEC sponsored events and other cooperative duties as assigned.

Qualifications:

- Education: Associate's Degree required; Bachelor's Degree preferred.

- Experience: Three to five years of supervisory and consumer service experience; proficiency in Microsoft Excel, Word, and other relevant software.

Key Skills and Abilities:

- Strong analytical, organizational, and people management skills.

- Excellent oral and written communication skills.

- Ability to handle conflict resolution and difficult customer situations effectively.

- Proficiency in Microsoft Office Suite.

- Knowledge of cooperative principles, policies, and procedures.

- Valid driver's license and ability to travel occasionally.

Working Conditions:

- Normal office environment with occasional overtime and emergency callouts.

- Physical requirements include sitting, standing, walking, bending, and reaching.

- Must pass random drug/alcohol testing.

Lea County Electric Cooperative is an Equal Opportunity Employer