Member Services Supervisor

Lumbee River EMC; Pembroke (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Lumbee River EMC is seeking a Member Services Supervisor to lead and coach the member services team, ensuring accurate and professional customer interactions. You will oversee queue management, escalation handling, and process improvements to support reliable service delivery.

This role requires 3–5 years in member/customer service, 1–3 years in supervision, and a strong aptitude for problem solving and analytics.

Qualifications

• High School Diploma or equivalent required.
• Associate's Degree in Business Administration preferred.
• 3-5 years progressive member/customer service experience required.
• 1-3 years supervisor/management responsibility required.
• Ability to evaluate obstacles and develop practical solutions.

Responsibilities

• Oversee and coach the member services team to achieve goals.
• Serve as escalation point for complex member service issues.
• Manage queue scheduling, monitor performance and processes.
• Communicate policy changes clearly to staff.
• Verify and correct billing-related journal entries.

Skills

Leadership

Customer service

Problem solving

Analytical thinking

Communication

Education

High School Diploma

Associate's Degree in Business Administration

Equivalent combination of education and experience

Job description

Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

The Member Services Supervisor is responsible for overseeing the operation, coordination and supervision of the LREMC member services staff. The position supervises a team that is committed to delivering the highest quality customer service to all LREMC members through respectful and professional interactions, commitment to accuracy and appropriate documentation.

What you will do

• Effectively manage the performance of the member services team. Is available for staff coaching, feedback, questions and concerns. Communicate clear goals and expectations. Maintain department attendance and availability records. Monitor and report the progress of member services team to management and works collaboratively to set goals and provide support needed to enable team members to achieve goals. Identify process improvements.
• Serve as escalation point of contact for problems that cannot be resolved by member services team related to member’s application of services related to electric, security lights, bank draft, and any other service the Cooperative provides, completion of the forms, delinquent accounts, customer account disputes, and payment programs.
• Ensure department operations by overseeing queue management to maintain proper scheduling, monitor systems and process performance, identify and resolve problems, prepare and complete action plans, assist with system audits and analyses. Recommend changes or improvements to system, processes and quality assurance programs.
• Support member services team with clear information about changes, happenings, policies and procedures and ensures these are effectively communicated to staff in a manner that is helpful and actionable.
• Verify accuracy, approve and enter journal entries to adjust billing inaccuracies and creates journal entries for past due bill statements.

Qualifications

• High School Diploma High school diploma or equivalent Required or
• Associate's Degree Business Administration or related field Preferred or
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• 3-5 years Progressive experience related to member/customer service. Required
• 1-3 years Supervisor/management responsibility Required
• Must have the aptitude to logically and objectively evaluate obstructions and impediments to plans and programs, make rational independent decisions, and develop reasonable solutions to problems.
• Must have the ability to perform mathematical computations to account for collections, balance accounting records, make change, identify and adjust accounts that are improperly credited, and perform other related activities.
• Must possess the ability to operate keyboards, typewriters, and other office equipment to perform data input, computer operations, manual typing, and related activities.
• Demonstrated, outstanding leadership abilities in a challenging environment.
• Professional, organized, and motivated self-starter.
• Must be familiar with or become familiar with the Cooperative’s rates, billing and collection regulations, and policies and procedures affecting the member.
• Valid Driver's License Upon Hire Required
• Notary Public Required

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.