Job Information
Pedernales Electric Cooperative Member Relations Control Center Supervisor in Johnson City, Texas
Member Relations Control Center Supervisor
Johnson City, TX, US, 78636
$37.91 Minimum Starting Base Pay* + KPI Bonuses + Competitive Benefits
Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job-related skills, and relevant education or training.
PHYSICAL OFFICE LOCATION: PEC Headquarters – 201 South Avenue F, Johnson City, TX 78636
Hybrid work options available
Position Summary
This position is responsible for maintaining accurate records of member interactions and transactions regarding billing, service orders, collections, metering and light inventory in support of the Cooperative’s strategic initiatives.
Essential Duties and Responsibilities
Lead and manage the Member Relations Control Center team, ensuring adherence to quality standards, deadlines, and proper procedures, while supervising and correcting errors or problems as needed.
Implement corporate and departmental policies, procedures and service standards
Read, interpret, apply and explain the Cooperative’s tariffs, business rules and bylaws
Develop and approve work schedules, priorities, procedures and standards for the department’s daily work and special projects
Propose innovative ideas to improve efficiencies and performance
Analyze various billing error reports and make corrections to or provide guidance to correct billing and order issues
Resolve complex billing, service, legal issues and escalations
Review meter reports for possible loss of revenue and provide loss prevention techniques and recommendations
Analyze data from computer information systems and provide resolution recommendations
Coordinate billing, account discrepancies, equipment and loss prevention activities with other Cooperative Departments
Manage inactive service locations with a meter installed and create service orders to remove equipment from the field
Identify inactive service locations disconnected for delinquent balances that have not been reconnected and create a site visit service order
Manage special projects that require cross functional engagement with key staff across the organization and external stakeholders
Monitor workflow and performance by gathering relevant data and producing statistical reports
Resolve issues associated with the management of contact center operations
Supervise data acquisition and aggregation for the completion of month-end reports and distribute to designated departments and leadership teams
Ensure continuous quality improvement in record integrity
Benchmark and identify key trends and emerging issues for management review
Coordinate the collections process with the Billing Supervisor
Serve as a WorkForce Management software team lead
Serve as the service orders lead for testing new customer information software releases and communicate release information
Research, recommend, and implement system improvements in customer service, billing processes, and software applications
Prepare management reports and trends in service order completion and asset management
Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes
Implement corporate and departmental policies, procedures, and service standards in conjunction with management
Evaluate employee job performance, discuss any issues to identify causes, and work collaboratively to resolve problems and determine appropriate actions
Oversee the on-boarding and training of new employees, including job duties and company policies, while recruiting instructing, and supervising subordinates to build a high performing team
Develop and review operating procedures
Develop and manage department budget
Establish work priorities and activities
Recommend promotions, transfers, hires and other disciplinary action
Establish metrics and prepare monthly reports
Coordinate activities with other department
• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned.
Supervisory and/or Leadership Responsibilities
A full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for termination. This includes, but is not limited to, effectively communicating organization policies and other information to subordinates, ensuring that employees have a clear understanding of their responsibilities.
Knowledge, Skills and Abilities
Knowledge of business and management principles including strategic planning, resource allocation, project management, leadership techniques, and budgeting
Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data or processing information
Knowledge of principles and processes for providing customer service
Knowledge of operational characteristics, services and activities of utility billing and collections
Knowledge of principles and practices of automated accounting system
Skilled in reports research, development, and preparation
Skilled in prioritizing and managing changing priorities
Skilled in monitoring and managing performance
Skilled in establishing and communicating performance expectations and metrics
Skilled in analyzing information and suggesting process improvements
Skilled in reviewing billing and plant records
Skilled in data analysis and problem solving
Skilled in anticipating, identifying, analyzing, and resolving conflicts and problems
Skilled in reports research, development, and preparation
Skilled in time management
Ability to multi-task in a fast paced environment with frequent interruptions
Ability to interface with all levels of management and employees
Ability to anticipate, identify, analyze and resolve conflict and problems
Ability to analyze problems, identify alternative solutions and implement recommendations
Ability to establish goals and objectives
Ability to develop and evaluate administrative policies and procedures
Ability to maintain confidentiality
Ability to communicate effectively verbally and in writing
Ability to listen and understand information verbally and in writing
Minimum Qualifications - (Education, Experience, Certification, & Licensing)
Bachelor’s Degree
Directly related experience may substitute for education
Three years leadership experience
Valid Driver’s License
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
The employee may be required to stand; reach with hands and arms, stoop and kneel
The employee may be required to sit or stand for long periods of time
The employee may be required to lift, carry, push, pull or move up to 25 pounds
The employee may be required to travel
The employee may be required to respond in emergency situations
Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
The employee may be required to work more than 40 hours per week
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Pedernales Electric Cooperative is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected Veteran status, age, or any other characteristic protected by law.
Join PEC
At PEC, we know happy employees produce great work. As a PEC employee, you’ll find we’re always willing to invest in you — because we know that we do better when you do better.