Member Support Supervisor

Great Lakes Energy is seeking a Member Support Supervisor in our Boyne City office to lead and manage our member support center operations, ensuring exceptional service, accurate billing processes, and strong collaboration across departments to meet member and organizational needs.

Who We Are

For over 85 years, Great Lakes Energy has powered rural communities across 26 counties in western and northern Michigan. As the third-largest Michigan-based electric utility and the state's largest member-owned power company, we proudly serve over 128,000 meters. Through our communications subsidiary, Truestream, we continue to expand advanced fiber technology solutions to our members.

At Great Lakes Energy, we are committed to enriching the lives of our members and employees. Our team of over 300 employees works together in a collaborative, community-focused environment built on service, innovation, and growth.

A Day in the Life of a Member Support Supervisor

In this role, you will oversee the daily operations of the member support center, ensuring accurate maintenance of member records and efficient handling of billing and service inquiries. You will lead and develop a team of member support professionals, providing guidance, coaching, and support to ensure high-quality service delivery.

You will manage and resolve complex member issues, including billing discrepancies and service concerns, while ensuring compliance with Michigan Public Service Commission (MPSC) regulations. This role includes working closely with cross-functional teams such as IT, rates and regulations, and operations to enhance the Customer Information System (CIS) and improve processes.

Additionally, you will oversee billing functions, capital credit processes, document imaging systems, and member programs, while monitoring budgets, reports, and system performance to ensure operational excellence.

Who You Are

- A service-driven leader who is passionate about delivering exceptional member experiences.
- A strong communicator and collaborator who can effectively work across departments.
- A problem solver with the ability to handle complex billing and member service issues.
- A coach and mentor who can guide and develop team members.
- A detail-oriented professional with strong organizational and analytical skills.

What You Bring

- Bachelor's degree in business administration or related field (or equivalent experience).
- Experience in customer/member service, including billing and account management systems.
- Prior supervisory or leadership experience (at least one year).
- Proficiency in MPSC rules and regulations.
- Proficiency in Microsoft Office and Customer Information Systems (CIS).

What's in It for You?

• The Essentials – Comprehensive health insurance coverage for you and your family.
• Time to Spend – Generous paid time off (PTO).
• Better Health Through Better Living – Wellness programs supporting your overall well-being.
• When Life Happens – Employer-paid life and disability insurance.
• Growing Your Family – Paid parental leave and adoption assistance.
• Never Stop Learning – Ongoing training and development opportunities.
• Planning for the Future – Retirement savings plans including pension and 401(k).

If you're excited to lead a team focused on delivering outstanding member service and operational excellence, apply today!

Great Lakes Energy is an equal opportunity provider and employer.