M.J.M. ELECTRIC COOPERATIVE, INC. CARLINVILLE, ILLINOIS POSITION DESCRIPTION
Title: COMMUNICATIONS AND MEMBER SERVICES COORDINATOR
The primary objective of the Communications and Member Services Coordinator position is to manage the Cooperative’s communications programs and provide and coordinate various member service functions, to ensure superior member service. Additionally, the objective is to educate the membership and serve as a resource for MJM and its members in the area of energy use and home weatherization.
Manages the activities and programs relating to MJM in accordance with established policies, procedures, objectives, and budgets.
Prepare member services and marketing work plans, goals, forecasting and budgets.
As required or requested, compiles data for, or assists in performance of reports and studies, such as member surveys, special projects, mailings, etc.
Collects, prepares and presents positive media information regarding MJM and the related utility industry and acts as cooperative spokesperson when called upon to speak to MJM members, employees and the media.
As required or requested, participates in staff meetings to share information, discuss mutual problems, and develop plans for future action.
Professionally represents MJM during community projects and at public, social and business gatherings.
May be asked to assist in the evaluation of new products and/or services and then develop a comprehensive communications plan to promote the cooperative and its events and programs.
Maintains familiarity with all Cooperative policies and procedures and assures that MJM and its employees are speaking in a unified, consistent voice.
Maintains open lines of communications with other departments, so that there is a free flow of information throughout the Cooperative.
Requires considerable skill in effectively dealing with a variety of people under many circumstances. Must be able to listen and respond courteously to consumers’ comments or concerns and resolve calls escalated by Member Account Representatives.
Provides specialized assistance for members in the use of electricity at their premises.
Is familiar with heat loss/heat gain calculations, construction materials and practices to advise members on insulation, air sealing, energy efficient equipment and proper sizing for heating and cooling systems.
May perform walk-through energy audits.
Advises members on service rules, rates, rebates, capital credits, special programs and other policies that affect members.
Effectively promotes energy services programs to provide members to encourage their successful participation.
Helps facilitate the demand response/load management program and electric heat program.
Is informative in alternative generation in order to answer members questions.
Maintains any rebate, grant or loan programs offered to members to see that proper documentation is provided and payments are made properly.
Is able to acknowledge any problems and questions pertaining to the wise use of electricity.
Provides assistance & member service to members on-line, over the phone, through e-mail and on social media.
Provides special attention to key accounts, making sure that their specific needs are being met. Responds to member requests regarding high bills.
Makes or recommends adjustments to consumer bills in accordance with Cooperative policies.
Helps investigates power diversion cases.
Provides employee, member and public information on energy and cooperative issues.
Prepares educational and informative articles for the MJM monthly newsletter, other Cooperative publications and local news media.
Prepares and places advertising with the news media to inform the membership and the public about Cooperative activities and programs.
Coordinates with regional and national campaigns to effectively convey marketing and public relations messages.
Photographs Cooperative events, employees, projects, members and community events for inclusion in MJM publications, social media and other news materials.
Coordinates and develops materials and campaigns for online tools and social media. Continually maintains and updates the Cooperative’s Website and social media and analyzes user response.
May assist the operations department by communicating outages, restoration time and other pertinent information during power outages; including social media, website, and phone system updates which requires immediate and prolonged availability.
May help in managing storm restoration communication to members and media and assist in emergency action planning.
Creates internal & external publications and other marketing materials including: gathering information, writing, editing, computer design, layout and proofreading news articles.
Helps develop, direct and carry out the plan for promoting and advertising the annual meeting and other member events throughout the territory.
Helps manage and facilitate the Member Advocate Committee program along with the President/CEO
Compiles, proofreads and disburses the weekly board update.
Prepares monthly report on results of member services activities for the President/CEO.
Helps promote, coordinate and participate in safety and efficiency programs for employees, members, school groups, and community organizations.
Manages Youth Day to Springfield and Youth Tour programs, as a program coordinator and chaperone.
Coordinates MJM Scholarship and the Illinois Electric Cooperative Memorial Scholarship program.
Coordinates Cooperative participation with Land of Lincoln Honor Flights.
Manages Touchstone Energy national cooperative branding program, including promoting the Co-op Connections program and other pertinent member initiatives.
Responsible for promoting and representing a positive image for the Cooperative through participation in community activities. Will be expected to regularly meet with economic development agencies, chambers of commerce, and other groups as needed to serve as liaison to MJM management.
Assists other departments as needed.
Will be given special projects and all other duties as assigned.
Reports to: President/CEO
Coordinates or cooperates with:
Internal – Director of Finance & Administration, Director of Engineering & Operations, and other staff to maintain harmonious relations with courtesy and understanding.
External – AIEC, NRECA, WVPA and other cooperative associations; Energy Education Council, University of Illinois Extension, and other educational organizations; local media; local building, HVAC, weatherization and electrical contractors and trade allies; members – providing helpful, courteous assistance and service; and the general public – presenting friendly and courteous image for the Cooperative.
AUTHORITIES AND ACCOUNTABILITIES
This position shall have full authority to carry out these responsibilities in conformity with established policies and procedures:
Should use initiative and judgement in making decisions.
Shall secure approval of the President/CEO in making decisions when policies are not clear or adequate or require interpretation.
Is expected to make suggestions for the improvement of operations and efficiency, remembering that the Cooperative’s employees make up a single team and that each team member contributes toward making the Cooperative better.
Is expected to gain the support of employees, members and affiliated groups to further the objectives of the Cooperative’s Board and management.
PERSONAL, EDUCATION AND TRAINING REQUIREMENTS
A positive attitude, a strong work ethic and a reputation for integrity and honesty.
Must have the ability to effectively balance and complete numerous tasks and job functions simultaneously with frequent interruptions.
Should be friendly and able to interact with people easily and adjust to different personalities.
Should be able to gain and maintain respect of others both inside and outside of the organization.
Should have the ability to work with little or no supervision and be self-motivated.
Must possess a valid Illinois Driver’s License.
Must be willing to travel within the cooperative system, as well as attend functions relevant to the position.
Must be willing to work outside of regular office hours when needed and be reasonably available to offer assistance during member of cooperative emergency situations. May require overnight travel at various locations outside the cooperative system.
Must have a high school diploma or equivalent. A Degree in Business, Journalism, Marketing, or related field is required. Technical training may substitute for experience and/or education.
Two to four years of successful customer/member service experience, preferably at an electric cooperative.
Knowledge of electricity is preferred with capacity to learn more.
Outstanding written and verbal communications skills, including public speaking. Strong computer skills and familiarity with commonly used business software.
A minimum of one to two years of Website management and social media experience. Proficient in Adobe InDesign, Illustrator, Photoshop & Acrobat
Certified Cooperative Communicator (CCC) certification is preferred.
Able to lift up to 40 pounds.
M.J.M. Electric Cooperative is an Equal Opportunity Employer