Member Services Supervisor at Mountain View Electric Association, Inc.

Description

Mountain View Electric Association (MVEA) is one of the fastest growing mission-driven and member-owned electric cooperatives in Colorado. With offices in Falcon and Limon, our service territory spans 5,000 square miles from the foothills outside of Colorado Springs through the rolling plains of eastern Colorado. 

While a lot has changed in our industry since we were incorporated as a not-for-profit electric cooperative in 1941, MVEA still operates on the values we started with years ago—integrity, accountability, innovation, and commitment to community. Today, MVEA is proud to provide safe, reliable, and affordable electricity to more than 58,000 members and over 68,000 meters in portions of eight counties.

Our electric cooperative is financially strong and experiences tremendous growth of over 2,000 accounts per year due to the expanding communities outside of Colorado Springs. MVEA has annual revenues of over $125 million and over 6,400 miles of distribution line. We are a respected leader in the distribution cooperative industry due to a long history of safety, reliable service, member engagement, financial health, rate stability, and employee dedication. 

To learn more about MVEA and the communities we serve, visit www.mvea.coop.

Top Reasons to Work with Us:

• Competitive Salary and Outstanding Benefits Package including Medical, Dental, Vision, Long-Term Disability, Life, and Paid Time Off
• Traditional Pension Plan and 401(k) with Company Match
• Stable and Growing Company
• Four Day Work Week (Monday through Thursday 7 a.m. to 5:30 p.m.)
• Great Company Culture 

We are looking for a Member Services Supervisor who is responsible for managing, training, and motivating the Member Services Team to ensure members are provided with the highest level of service excellence by performing the following duties:  

Essential Duties and Responsibilities:

Directly supervises Member Services Team in accordance with applicable laws and the organization's policies and procedures. Address employee concerns and help resolve issues. Meet regularly with employees to review, discuss, and appraise performance. Motivate and recognize employees for good work. Address performance concerns in a timely manner in consultation with human resources. Assists with decisions on hiring, termination and pay recommendations.  Review and update job descriptions as needed.

Assists the Vice President of Member Engagement with planning, developing, and implementing realistic and effective programs and practices for the Association’s Member Services function. Provides reports and information regarding progress and development. 

Manages ‘real time’ work volumes and provides timely and accurate first-class service to members.  

Maintains Member Services resources, including staffing, workstations, and equipment at proper levels for optimal operation. 

• Establishes and monitors goals for acceptable performance.
• Compiles data and reports regarding Member Services. Analyzes and utilizes the data and statistics to make recommendations for changes to enhance the member service experience and overall satisfaction.
• Conducts inbound call studies to ascertain call load for staffing requirements. Develops and executes policies and procedures as well as establishes internal control procedures.
• Works with internal business units to improve member service processes and procedures.  Helps resolve issues and identify opportunities to improve efficiencies and streamline processes and procedures.
• Ensures all tasks, emails, correspondence, research functions are handled in a timely manner and meet any applicable compliance timelines.
• Evaluates changing technology, makes recommendations to improve organization efficiency.
• Identifies trends and escalates issues to Vice President of Member Engagement in a timely manner, for minimizing corporate risk, and enhancing the member experience. 

Oversees and responds to member services issues and incidents. Serves as escalation resource for issues that cannot be resolved by MSR’s.

Drives and directs the performance and behaviors of the MSR’s, to create a high performing team. Creates and maintains an environment of open communication and leads by example.

Provides on-going feedback, accountability, and documentation for performance outcomes by ensuring employees channel their talents toward organizational goals.

• Coaches and develops team members in all aspects of performance including, but not limited to metrics and behaviors related to the member experience. 
• Manages employee job performance issues and delivers appropriate corrective actions as needed. 
• Communicates policy updates and company information to team members. 
• Documents all coaching/development sessions, utilizing designated tools, in a timely manner. 
• Appraises periodically the performance of Member Services personnel and after reviewing such appraisals with the Vice President of Member Engagement counsels, individually, with the employees to help them to develop and improve. Reviews plan of action periodically with employees to determine if improvements are being accomplished. 

Partners with the Vice President of Member Engagement to develop member service strategies and is responsible for overseeing and executing strategic planning initiatives approved by the Board of Directors and Executive Team in alignment with the current strategic plan. 

Requirements

• Bachelor’s degree in business or a related field or five years related experience or training; or equivalent combination of education and experience.
• Minimum of three years as a successful Customer/Member Services Supervisor or Call Center Supervisor; with a proven track record of successfully leading teams and improving customer/member satisfaction scores.
• Exceptional Customer/Member Service Skills (with internal and external customers). Ability to diffuse and effectively deal with stressful situations.
• Strong knowledge of principles and processes for providing customer/member services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Proven ability to successfully lead, motivate and develop team members.
• Excellent interpersonal skills with the ability to communicate effectively in all mediums, with employees and the public. Including excellent written and verbal communication skills as well as public speaking and/or speaking in front of large groups.
• Excellent problem-solving skills. Ability to utilize data, logic, and reasoning to identify solutions, conclusions or approaches to problems.
• Proven organizational and time management skills, being able to effectively multi-task, prioritize and delegate as applicable.
• Experience collaborating across departments in an organization. 
• Able to maintain confidentiality and exercise discretion and use sound judgment in dealing with people and confidential information. Conducts duties in a professional manner.

Applications will be accepted until 5:00 p.m. on Thursday, October 9, 2025.

We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity.