Temporary Outage Thursday October 31, 2024 for Emergency Maintenance

Member Service Manager
KEC is accepting applications for the position of Member Service Manager, until 5:00 p.m. on Friday, May 9, 2025.

This is an exciting opportunity to energize your future at KEC. This role is responsible for leading the day-to-day activities of the member service department, managing office lobby hours, the call center, and to continuously improve member-facing service operations that exceed the expectations of KEC’s member-customers. This position also oversees all external communications, supports internal communications, and leads member outreach programs, sponsorships, and community service activities to promote member loyalty, a positive corporate image, and keep KEC’s membership informed. This position is a member of the management team and is responsible for the supervision and performance management of the Member Service Department personnel.

The ideal candidate will have utility experience, strong customer operations experience, excellent verbal and written communication skills to professionally resolve member issues, and a passion for enhancing the member experience. The ideal candidate will also have a passion for coaching, mentoring, and developing high performing teams. Key responsibilities include:

• Manage the Member Service Department by analyzing and improving processes, leading staff, and managing business programs.
• Engage in new processes, services and technologies to improve the member experience.
• Collaborate across the organization to drive performance improvements and leverage member insights and analytics to enhance KEC’s quality of service.
• Work collaboratively to develop positive working relationships with all employees, cooperative members, community leaders, and the general public.
• Motivate and encourage team members to exceed member expectations and deliver service excellence in the best interest of the cooperative and in accordance with KEC’s mission statement, strategic plan, and policies.
• Engage in strategic planning, goal setting, and executing strategic initiatives.

Must have the ability to use Microsoft 365 applications and obtain knowledge of KEC’s business software. A bachelor’s degree or equivalent combination of education and work experience is required, along with five (5) years of supervisory experience.

Applications are available at both office locations and can be downloaded by clicking the link below. Completed applications can be returned to either office or emailed to careers@karnesec.org

 
KEC provides advancement opportunities, competitive pay, and excellent benefits.