This position supports GVEA’s strategic and performance management goals to deliver value to members by providing responsive, relevant, and knowledgeable support that anticipates and exceeds member expectations. The areas of accountability include member service, credit and collections, meter reading, billing, service security, member records retention and account services. The duties of this position are managed directly and through supervisory positions.
Lead member service sections (Front Line, Credit, and Billing) by designing and implementing programs, policies, and procedures to deliver exceptional service to GVEA’s membership. Develop and implement effective external corporate communications and marketing plans for the cooperative, including product services and campaign strategies.
Maintain a working knowledge of areas concerned with member accounts, including GVEA’s current bylaws, tariff, policies, procedures, and applicable Alaska law. Participate in corporate projects such as GVEA’s Bylaws Review, Revenue Requirement Studies, Cost of Service Studies, and Rate Design.
Provide assistance to the Regulatory Section for member complaint investigations from the Regulatory Commission of Alaska.
Eight years’ experience in a customer service related position.
Electric utility experience preferred.
Five years’ supervisory in a related position.
Demonstrated experience with collective bargaining agreement administration.
Demonstrated project management experience.
Demonstrated experience with integrated electronic billing systems.
About Golden Valley Electric Association
Golden Valley Electric Association is a member-owned electric cooperative that has been serving Interior Alaska residents since 1946. GVEA has nearly 300 employees and is the third largest electric utility in Alaska, serving nearly 100,000 residents in Fairbanks, North Pole, Delta Junction, Nenana, Healy, Denali National Park and Cantwell. Among GVEA’s members are three military bases, two gold mines and an oil refinery. Golden Valley operates and maintains over 3,200 miles of transmission and distribution lines including 35 substations and 8 generating facilities. GVEA has the most diversified fuel mix of electric utilities in the state: coal, oil, wind, solar, as well as hydro from Bradley Lake near Homer and natural gas from Anchorage.