Member Solutions Supervisor

Position Summary:

Reporting to Member Experience Manager, the Member Solutions Supervisor will plan, direct, coordinate and monitor the member solutions department, promote, and maintain member satisfaction by responding to and resolving members’ concerns, complaints and disputes and work with all NHEC Departments to determine member communications needs and coordinate activities.

Responsibilities and Essential Functions:

• Lead, direct, and coordinate the Member Solutions department, providing guidance and support to the team.
• Supports financial goals of NHEC by assisting in the development of the annual operating budget for member solutions and maintains budget within reasonable variances.
• Oversee the testing and implementation of software releases, and new program implementations to maintain accuracy in the customer database system.
• Enhance member focus using information technology and processes to define and track what the value, understanding the needs of current and perspective members and help customize products/services.
• Leads member solutions operations to ensure NHEC meets or exceeds member expectations by developing efficient processes, managing staffing levels, and fostering employee performance through scheduling, training, coaching and regular evaluations.
• Monitors service levels to ensure timely, accurate resolutions of member issues.
• Ensure that all processes comply with regulations set by the New Hampshire Public Utilities Commission (NHPUC) and the Department of Energy (DOE). Stay informed of changes in relevant laws and review procedures/ NHEC terms and conditions accordingly.
• Provides service to members by providing information to members and others visiting, calling, or writing NHEC headquarters facility and resolving members’ questions.
• 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.
• Contributes to NHEC’S mission by supporting cultural goals through effective leadership, collaboration, and continuous improvement. Ensure alignment with NHEC’S purpose, vision, and values while working across divisions to achieve strategic objectives.
• 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.
• Acts as a liaison between Member Solutions 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.
• Hires and develops high performing team members, sets clear expectations, develops and environment to support employees in obtaining the knowledge and skills they need to succeed. Conducts regular 1:1 meetings, performance assessments, and professional development plans with direct reports.
• Encourage members to use Smarthub, providing them with easy access to features like paperless billing, usage tracking, automatic payment setup, outage updates, and managing notifications, all of which enhance the overall member experience.
• Supports NH Broadband efforts as needed.
• Serves as a liaison between NHEC and Cooperative Response Center (CRC), ensuring that NHEC members receive exceptional service during outages and after-hour calls.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Education and Experience:

• Bachelor’s degree in business, or a related field, or equivalent experience in member services, customer account management, plus two years of progressively responsible experience in member service or customer relationship roles is required; or six years of progressive experience in lieu of a degree.
• Minimum of two years in a progressive leadership, supervisory, mentoring or coaching role, overseeing teams or projects of significance.
• Must possess good communication skills, 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 appearance and attitude when dealing with members.
• Must be skilled in motivating, training, and evaluating subordinates to obtain the highest degree of productivity and be responsible for development of individual capabilities.
• Demonstrated experience with Microsoft Office 360, including Outlook, Excel and Teams

Preferred Education and Experience:

• Progressive experience in member service, credit/collections, and/or billing.
• Nine years of experience in the utility industry, with at least three years specifically in member relations.
• People leader in member service environment.
• Familiarity with the New Hampshire Department of Energy regulations and NHEC’S Terms and Conditions.
• Strong working knowledge of NHEC’S member solutions procedures, and related policies impacting members.
• Skilled in using customer database systems and call center software to efficiently manage member interactions and service delivery.

All NHEC Staff:

• Embody NHEC core values and encourage others to do so as well.
• Power restoration
  • Employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties.
  • 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.
• Safety
  • Safety shall be an integral part of every employee’s job and includes being proactively aware of potential hazards not only to themselves but also their co-workers and general public.
  • Safety is the forefront of everything we do at NHEC, therefor becoming ingrained within our culture. NHEC is committed to the safety of our employee’s, members, and general public.
• Professional development
  • Take proactive steps towards personal and professional growth seeking out opportunities for skill enhancement and staying abreast of industry trends.

Working Conditions:

Normal office conditions, occasional overtime may be required. Positions eligible for a hybrid work schedule will be dependent upon management approval & workload, however on-site office work in the Plymouth, NH area will be required. Will be required to work long hours on occasions, especially during major system outages. Limited travel required in the performance of work responsibilities and representing NHEC at various professional and association meetings.

ADA physical and environmental factors:

• Prolonged sitting or standing
• Member facing

Additional Information

Review of applications will begin May 30, 2025, and acceptance will continue until the position has been filled, or otherwise closed.  Please be prepared to provide a resume and cover letter to complete your application. Any application not containing a resume and cover letter will be considered incomplete.

Compensation:

NHEC views compensation in a holistic and transparent manner. We are committed to providing our employees with work-life integration, generous time off, comprehensive health and retirement benefits, and additional programs that enhance our employees and members lives.

The targeted salary range for this position is $94,282.05-107,053.43 with anticipated pay for new hires between the entry and midpoint of this range and could vary above and below the listed range. Pay is based on non-discriminatory factors including but not limited to work experience, education, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of NHEC’s total compensation package for employees.

The Organization:

Headquartered in Plymouth, New Hampshire, NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire. There are 220+ employees serving our members, which is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives. The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles, and energy-related apps on smart devices.

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 difference. We invite you to learn more about the impact you can have by exploring our website at www.nhec.com.

EEO Statement:

It is NHEC’s policy to provide equal employment opportunities for all applicants and employees. NHEC does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, military service, marital status, sexual orientation, gender identity or expression, genetic information or any other status protected by applicable law.

NHEC will make reasonable accommodations for qualified applicants and employees with disabilities.

This position does have internal candidate interest.

FLSA Classification: Exempt

Job Classification: People Leader

Safety Sensitive: No

Non-Union