Member Services Supervisor — Customer Care & Billing

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

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.