Website NH Electric Cooperative

MEMBER SOLUTIONS SUPERVISOR

Our Organization:

NHEC is the second largest electric utility in New Hampshire, providing service to consumers and businesses in 115 communities throughout the state. As a member-owned cooperative, serving our members is at the heart of everything we do and every decision we make.

The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through distributed energy resources such as solar arrays and battery storage, energy efficiency, and electric vehicles. These changes present new challenges and opportunities to find ways to meet our members’ evolving expectations and make this an exciting time to work in the electric utility industry. In June 2017, we completed a five-year strategic plan, identifying four areas of strategic focus with actionable goals within those areas to be completed by the end of 2022. Those four areas of focus are:

• Transformation of our Business Model to prepare for the widespread adoption of distributed energy resources by our members.

• Adoption of a Voice of the Member platform to help us better understand and meet our member’s needs and expectations.

• A focus on enhancing our Organizational Effectiveness by transforming NHEC into an organization that is innovative, nimble, and able to respond more rapidly to the changing needs of our members and the way they lead their lives.

• Ensuring NHEC’s ongoing Financial Stability through development of a revenue model and associated rates and charges that better reflect the way our members will use our distribution system as they increasingly play a role in managing the energy resources that serve them.

In order to help meet the goals in the strategic plan we identified three key drivers that describe the kind of organization we want to be:

• Member WOW! Our members are wowed by the service we provide. Every interaction between a member and NHEC is deeply satisfying because we keep it simple, personalized and seamless so that the member feels their need is completely understood by us and, whenever possible, completely resolved with a philosophy of one and done.

• Learning Organization. Our employees feel energized and excited by the possibilities and opportunities presented by these industry changes. They are curious feel empowered to experiment, work collaboratively, and share their knowledge and experience as they work to solve new problems, meet new challenges, and serve changing member needs.
• Strategic Partnerships. We develop strategic partnerships that are central to our ability to achieve our vision by giving us capabilities and resources we do not have ourselves. Our strategic partnerships open up opportunities to deliver value for our members that would have been unavailable on our own. We clearly convey to our partner our vision of what we believe success looks like, and our partner is open with us about how they will help us achieve that vision and the challenges that will need to be met to get there.

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.

The Position:
In order to help meet the goals of the strategic plan, we are looking for a Member Solutions Supervisor. Reporting to the Vice President of Member Solutions and Public Affairs, the Member Solutions Supervisor will ensure New Hampshire Electric Cooperative’s (NHEC) members receive the highest level of customer service, lead and supervise NHEC’s Member Solutions Department, work with all NHEC departments to identify and address member needs and coordinate responses and program development. In addition, they will assist in the development and advancement of NHEC’s strategic initiatives.

Responsibilities Include:
• Develops highly skilled, member-focused, cohesive call center team by establishing performance metrics and monitoring those metrics for improvements or corrective action.
• Ensures that NHEC meets or exceeds member expectations by developing processes and people to provide quick, accurate solutions to member issues; quantifying and tracking member service levels and managing staffing levels.
• Completes member solutions operational requirements by scheduling and assigning employees, following up on work results and training employees; maintains staff job results by counseling and disciplining employees and appraising job results; schedules and conducts regular department team meetings.
• Supports the cultural goals of NHEC by initiating performance dialogues with the Member Solutions employees. This includes discussion related to daily work performance, goals for the department and training needs of the employees.
• Supports the strategic goals of NHEC by developing, reporting on and achieving Balanced Scorecard objectives.
• Supports the cultural goals of NHEC by exhibiting self-leadership, developing and maintaining effective working relationship, having a results orientation, being innovative and seeking feedback.
• Enhance member focus through the use of information technology and processes to define and track what the value, understanding the needs of current and perspective members and help customize products/services.
• Supports financial goals of NHEC by assisting in the development of the annual operating budget and maintains budget within reasonable variances.
• Ensures stability of the Customer Information System (CIS) by overseeing the testing application changes prior to implementation.
• Ensures conformance with regulatory requirements, as established by the State of New Hampshire Public Utilities Commission and NHEC’s Terms and Conditions, by training and reviewing regulation information with Member Solutions Representatives.
• Resolves inquiries by providing information to members and others calling or writing NHEC.
• Maintains professional and technical knowledge by attending workshops, seminars and conferences related to member service, billing, credit/collections, data processing and supervision.
• Supports member service by working collaboratively with Consumer Accounting to provide backup coverage.
• Acts as a liaison between Member Solutions, Cooperative Response Center (CRC) and other departments within NHEC by attending or initiating meetings to resolve, answer questions related to new processes, process improvements or issues outside of the Member Solutions Department.
• Improves corporate safety performance by ensuring that staff are provided with dependable, quality materials and protective equipment for themselves as well as their work area, ensuring that Employee Safety Rules and Procedures are complied with and violations acted upon immediately, developing and promoting the department safety plan and recognizing at risk behaviors and conditions and taking corrective actions or providing feedback.

Education and Experience:
• A Bachelor’s Degree in Business Administration or equivalent is required. Business courses in the following areas are helpful: business English, basic accounting, and customer relations.
• At least three (3) years of increasingly responsible supervisory experience preferred. Member service as well as billing and credit collection experience desirable.

Abilities, Skills, and Job Knowledge:
• Must possess good communication skills, both oral and written. The ability to make effective decisions, to organize various types of work and to develop necessary procedures essential. Must be able to maintain a calm and professional demeanor and attitude when dealing with members. Must be skilled in motivating, training, and evaluating subordinates in order to obtain the highest degree of productivity, and be responsible for development of individual capabilities.
• An ability to gain thorough knowledge and understanding of NHEC’s policies, rates and procedures and record keeping requirements of NHEC and regulatory bodies desired. Working knowledge of NHEC’s member services procedures desired. Understanding of customer service operations desired. Computer skills are essential.

Working Conditions:
• Primarily an inside position with usual office conditions. Some travel and additional hours may be required.
• Assistance with power restoration efforts is required of all employees during major storms. 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.

NHEC offers an excellent compensation and benefits package. Please apply at www.nhec.com.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.