NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire. Serving our members is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives. The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles.
In June 2017, we completed a five-year strategic plan, identifying four areas of strategic focus with actionable goals within those areas completed by the end of 2022.
- Business Model. NHEC provides superior service to its members, with systems that are sufficiently flexible to capitalize on ongoing changes in technology and programs that enable members to better manage their energy usage and costs and take advantage of other opportunities as they become available in the marketplace.
- Voice of the Member. NHEC is a member-driven organization where every employee consistently strives to better understand and meet our members’ expectations and has access to the information necessary to do so. We are committed to an ongoing dialogue with our members, and we focus intently on making it easy and convenient for our members to interact with us. As a result, every interaction with NHEC is a delight.
- Organizational Effectiveness. NHEC is described by its employees and members as nimble, collaborative, responsive to changes in the industry, constantly learning and having employees who share the drive to achieve the organization’s vision.
- Financial Stability. NHEC remains financially strong and has the resources necessary to provide excellent service to our members as the energy industry and related services are transformed.
Headquartered in Plymouth, New Hampshire, NHEC currently has 200+ employees. There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds. It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all. Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us different.
Reporting to the Consumer Accounts/Member Solutions Manager, the job responsibilities for this position will include Billing, Capital Credits, Cashier, and Credit related functions.
- Ensure quality member service by overseeing the overall process related to member billing. This will include, but is not limited to, reviewing pre-bill reports and ensure accurate and timely processing of electric bills, service orders, bill adjustments, Capital Credits and bankruptcy accounts.
- Update member’s mailing address, phone numbers, estate information, or other pertinent account information required for member billing.
- Provide service to members by responding to all member inquiries regarding Capital Credits and provide service to members by reviewing and updating data to member’s accounts for the purpose of maintaining member records.
- Ensure quality member service by overseeing the overall process related to Capital Credits. Which will include but not limited to researching returned Capital Credit checks, researching unclaimed Capital Credit payments, Uncollectable and Bankruptcy accounts and the general retirement process for Capital Credits.
- Maintain all NHEC records related to Capital Credits and responds to all member inquiries regarding Capital Credits.
- Assist in collecting and processing payments made to NHEC by accepting cash and/or checks in person, sorting, distributing incoming and outgoing mail, processing credit card payments, posting ACH payment files, posting payment transactions through the cash drawer, preparing and reconciling daily cash drawer and reports.
- Assist with sorting and distributing incoming mail and administrating the headquarters mailroom functions.
- Ensure recovery and protection of NHEC’s accounts receivable assets by collecting delinquent accounts using methods which promote positive member relations.
- Ensure recovery of NHEC’s inactive accounts receivable assets prior to transferring accounts to Collection Agency.
- Maintain and monitor medical Emergency accounts and respond to and help resolve member’s concerns, complaints and inquires related to the Medical Emergency forms, renewals and removal letters.
- Support, respond to and help resolve members’ concerns, complaints and inquiries in a courteous and cooperative manner, to help create goodwill toward NHEC.
- Support and assist Member Solutions, Meter and Operations Departments. This will include answering the phone, radio, initiating service orders, and responding to Departments’ inquires. Update member’s information in the company’s programs which is provided by field personnel.
- Supports effective management of member’s accounts by initiating, coordinating and directing field activities necessary to manage member accounts. Efficiently complete and close service orders.
- On a rotating basis, will be “Team Leader” of the working group. This includes but not limited to coordination of workload, testing, approving adjustments and refunds.
- Supports Cooperative guidelines by recommending revisions of NHEC Terms and Conditions, Rates and department procedures.
- Requires an ability to handle variety of diverse tasks and perform under tight deadlines while working in a team environment.
- First and foremost, someone who will be energized and excited about NHEC’s mission and will thrive with the opportunity to enhance an already great organization.
- An inquisitive, open mind – someone who is interested in finding creative solutions and new ways to support the organization.
- Associates or Bachelor’s Degree in Business or Computer Science required. Education may include business courses, computer science and/or accounting practices. A minimum of five years of utility experience with a focus on general office, customer service, research member information and data entry experience may be substituted for a college degree.
- Proficiency in Microsoft Office-Excel, Word, PowerPoint. Handling cash and dealing with the public is desirable.
- Must be able to work effectively in a self-directed work team environment and work independently without supervision within the parameters developed by the team. Good analytical, problem solving, and math skills are required to effectively resolve billing and collection issues and resolve member inquiries. Must have good organizational and prioritizing skills and be able to effectively work in deadline driven environment, which at times can be very stressful. Must be able to adapt to a fluctuating workload and work collaboratively with team to meet deadlines. Must have excellent written and oral communication skills and present a professional image. Must be able to exercise discretion and good judgment. Must be able to deal with members as calmly as possible in stressful situations. Must have good typing and ten-key skills.
- Must have a basic knowledge of general office procedures, record keeping, the use of business machines, and computers. Must be familiar with NHEC’s rates, billing and collecting regulations and other policies and procedures affecting the member. Within a comparatively short time must develop a working knowledge of the New Hampshire Public Utilities Commission’s regulations and NHEC’s Terms and Conditions.
- Normal office conditions. Normal working hours will be scheduled between 7:00 a.m. and 6:00 p.m. Occasional overtime may be required.
- Assistance with power restoration efforts is required of all employees. It may be required during regular business hours that employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties. In addition, such assistance may require working nights, weekends and holidays which may involve considerable extra hours. In order to meet this working condition, all employees are required to provide a personal phone number where they may be reached after hours. This number will only be used for internal purposes.