Member Services Supervisor

Lumbee-River-EM; Pembroke (NC); On-site; USD 50,000 - 65,000; Full time

Job summary

LREMC is seeking a Member Services Supervisor to oversee the member services staff, ensuring high-quality customer service and accurate documentation. You will coach a team, manage performance, and escalate complex issues related to services, billing, and accounts.

The role requires 3–5 years in member/customer service and 1–3 years in supervision, with strong leadership and problem-solving. A valid driver's license and notary public are required.

Qualifications

• 3–5 years progressive member/customer service experience.
• 1–3 years supervisor/management responsibility.
• Aptitude to evaluate obstructions and develop reasonable solutions.
• Ability to perform mathematical computations for accounts and billing.
• Proficient data entry and computer operations.

Responsibilities

• Manage performance of the member services team and coach staff.
• Serve as escalation point for problems related to member services, billing, forms, and payments.
• Oversee queue management, scheduling, system monitoring and process improvements.
• Communicate changes, policies, and procedures to staff clearly and actionably.
• Verify and enter journal entries to adjust billing inaccuracies and past due statements.

Skills

Progressive experience in member /

Supervisor / management responsibility

Aptitude to solve

Billing math computations

Data entry / computer operations

Leadership abilities

Professional organized self-starter

Billing & collections knowledge

Notary Public

Valid Driver's License

Education

High School Diploma

Associate's Degree in Business Administration or related field

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.