Director of Member Services

ABOUT THE ROLE

Menard Electric Cooperative is seeking a motivated and experienced individual to oversee the daily operations and performance of our front office and Member Services team. We are a not-for-profit electric utility serving approximately 11,000 metered consumers in Central Illinois.

Reporting directly to the General Manager, this is an exempt role responsible for ensuring a professional, consistent, and service-oriented experience for our members while upholding Cooperative Bylaws and Policies. The ideal candidate will be proactive, discreet, and collaborative — with a passion for community-focused leadership.

KEY RESPONSIBILITIES

Leadership & Culture

• Collaborate with the General Manager, Operations Manager, Engineering Manager, and Director of Accounting & Finance to address member complaints and improve daily operations.
• Direct and supervise Member Services personnel efficiently and cost-effectively.
• Coordinate the annual meeting of members.
• Represent the Cooperative in public and community affairs to strengthen community relationships and awareness.
• Provide cross-departmental support as needed.

Operations & Compliance

• Liaise with the CIS software vendor to resolve issues, implement enhancements, and train employees on system functionality.
• Continuously evaluate, implement, and maintain improvements to CIS functionality as it relates to Cooperative operations.
• Ensure adherence to applicable standards including but not limited to the Cooperative Policy & Safety Manuals, NESC, OSHA, EPA, and DOT.
• Administer Capital Credit allocations and manage the retirement process for member estates on an annual and monthly basis.
• Oversee accounts receivable activities including payments, member account drafting, online bill pay, returned items, and bank deposits; ensure accurate and timely member billing.
• Manage external communications, including member outreach and press releases.
• Maintain strict confidentiality regarding member account information.
• Coordinate with the after-hours call center to maintain accurate after-hours call scripts and processes.

Planning & Strategy

• Serve as the Cooperative’s liaison for member energy assistance programs.
• Research and develop a strategic grant program that supports the Cooperative’s mission and community engagement efforts.
• Prepare grant proposals, applications, and supporting documents for approval.
• Develop and present the annual department budget.