Job Description Position Title: Member Relations Supervisor Date: March 31, 2018 Reports to: Chief Financial Officer Department: Office General Purpose for all jobs at Gunnison County Electric Association, Inc. Provide outstanding service to association members, board of directors, management, employees, and affiliated organizations with a commitment to courtesy and professionalism. General Purpose for Job Provides supervision for GCEA s energy use, meter reading/meter data management, and Crested Butte office member support personnel. Responsible for providing guidance and assisting with higher level member issues. Oversees departmental responsibilities for energy use consultation, load management, time-of-use, meter reading, and meter data analysis. Responsible for assigned member and community outreach and education programs. Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Essential Duties/Responsibilities (Employees are responsible for all duties of this job.) Supervision Supervise and assist within the Member Services Department, includes supervision of the Crested Butte Member Support Specialists, Energy Use Advisor and Advanced Metering Infrastructure (AMI) Tech. Provide guidance, advice and assistance to employees supervised. Monitor and improve procedures and efficiency of departmental procedures. Identify and coordinate training needs for all employees supervised. Report departmental activities and progress on projects as necessary to the Chief Financial Officer, or other executive staff as appropriate. Participate in leadership team meetings and projects. Page 1 of 5
Review and approve department timecards and time-off requests. Member Service Provide assistance, guidance and resolution on higher level member service issues. Facilitate cross departmental teamwork to assist in resolving member issues. Act as a liaison between GCEA and key accounts (large power, industrial and higher use members). Provide back-up coverage for Gunnison and Crested Butte front offices as necessary and requested (i.e. outages, 9-80 schedule, departmental meetings, absences, etc.). Energy Use, Load Management & Other Special Programs Review energy audit reports and suggest appropriate revisions prior to delivery to members. Coordinate GCEA s EV member education programs, including GCEA s Electric Vehicle (EV) loan and guided test-drive programs. Develop, promote and oversee demand side management, time-of-use, and other special programs as requested. Oversee outside organization partnership programs such as Cold Harbour, Western State Colorado University, GV-Heat and other similar organizations as necessary and requested. Oversee various electrical equipment and sales programs. Oversee that ordering, stocking, invoicing and accounting of these items remain current and updated on a monthly basis. Review and approve energy efficiency rebates prior to delivery to members. Manage or assist with any special project as assigned. Other Assist the Executive Assistant with planning, organizing and executing the annual meeting. Assist with multi-plex meter verifications as requested. Maintain a safe work environment by adhering to policies, procedures and regulations. Review, approve and submit annual departmental budget requests to Chief Financial Officer. Attend functions and training as recommended and approved by the Chief Executive or Chief Financial Officer. Perform other duties as requested or assigned. Work overtime as necessary and required. Page 2 of 5
Decision Making Supervisory authority requires ability to resolve and answer employee questions and issues. Has authority to make decisions regarding energy use, payment and other consumer issues using association policy and procedures as guidelines in those decisions. Expected to deal with different and specialized situations. May seek guidance from the Chief Financial Officer on irregular situations. Communications Must have expert communication skills as this position requires a friendly and cooperative attitude in daily interaction with members and employees both via telephone and face to face communication. Frequently have to communicate to members who are dissatisfied with service received. Job requires ability to lead and teach, and to encourage teamwork between departments so clear communication is vital. Results of Actions When expectations of job are met employees receive proper guidance and training, members have a better understanding of their energy usage, programs are developed that provide education for and benefit members, and employees remain safe in their various jobs. The association realizes increased member satisfaction as issues are properly handled. A safe work culture for all employees and the community is promoted and remains a high priority. This increases quality of life for everyone in the service area. Supervisory Duties Supervision of 4 (four) employees. Responsible for recommending but not making final decision on training, promotion/transfers, interviewing/hiring, and termination of employees. Final responsibility for appraising performance and disciplinary discussions. Job Qualifications Knowledge, Skills, and Ability: Must be able to understand how electricity is used, received and distributed in order to pinpoint usage and data problems. In-depth knowledge of procedures relating to industry, safety standards, customer service, billing, policies, rates and energy management. Page 3 of 5
Ability to interact with the public in various situations and locations. Solid ability to deal with human behavior situations in a variety of business circumstances with a diverse range of audiences and settings, while maintaining order in a changing environment. Ability to act professional and resolve issues with members who have complaints. Ability to stay calm in stressful situations including conversations with members that have had service disconnected. High level of customer service skills required. Proficient computer skill and solid knowledge of Microsoft Excel and Word programs is required. Must have organizational and accuracy skills. Must be proficient at written communications. Must have ability to prioritize and must have data entry skills. Solid conflict and problem solving skills. Requires regular use of standard office equipment (phones, fax machines, copier, postage machines etc ) Requires the ability to develop plans, procedures and goals, and to present information to others and to lead others. Education or Formal Training Bachelor s degree preferred with an emphasis in business, communications, or related field. Closely related and progressive job experience and specialized training may be substituted for education. Other Qualifications Must have and maintain a valid driver s license. Operation of two-way radio under established procedures and FCC rules required. Must be able to accurately read and interpret maps to find service locations. Experience Minimum of four (4) years experience in related field. Working Environment Job is approximately 80% inside and 20% outside. Environmental conditions include occasional work in extreme cold or heat with or without temperature changes and working in wet conditions. Atmospheric conditions include frequently being exposed to dust in the air and exposure to sunlight. Hazardous conditions include mechanical and electrical. Occasional travel to training by company vehicle and commercial means may be required. Mandatory use of PPE (Personal Protective Equipment) must be worn at all times to eliminate affect of all conditions listed above. Page 4 of 5
Physical Activities Job is approximately 70% sitting, 15% standing and 15% walking. Position requires moderate physical work involving handling objects up to 50 pounds occasionally and /or up to 20 pounds frequently. Balancing is done constantly while walking and standing on rough and uneven terrain. Work is often performed in awkward or uncomfortable positions. Requires constant use of controls (such as buttons, knobs, pedals, etc...) while sitting in vehicle driving. Frequent bending, stooping, kneeling, crouching, reaching, handling of tools or materials of sufficient weight to cause additional stress is required. Constant talking, hearing, and seeing are required. Must be able to speak clearly, have the ability to perform close work on a computer as well as finger dexterity. Use of a telephone is constantly required. Talking in order to exchange ideas over a two-way radio and to communicate with other employees is done frequently. It is constantly necessary to see far as well as near while driving. I have read and understand the contents of his job description. Page 5 of 5