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Customer Service Representative

Union or Non-Union:



Regular Full-time

FLSA Status:



A CSR’s Immediate Supervisor may be any Supervisor within DMEA

Job Location:  

Montrose, Colorado, USA




A CSR may be assigned to any Department within DMEA

Date Accepted:


Date Reviewed:

6/99, 2/03, 4/04, 4/05, 8/06, 2/10, 1/11, 1/13, 9/15



**Job Closes December 7th, 2017 @ 11:59pm** 




High school diploma or equivalent required; college degree preferred.  Must have experience working with the public and verifiable customer service skills.  Must have proven written and oral communications skills.  Must have basic math skills, cash handling and cash drawer management experience.  Must have personal computer experience, including word processing, spreadsheets, and databases.  Requires verifiable data entry and 10-key skills; 10-key by touch preferred.  Must have experience operating general office machines.  Must have legible handwriting.  Bilingual language skills (English/Spanish) a plus.  Accounting skills a plus. 




Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time.


In an efficient and professional manner, and in accordance with the DMEA/IBEW Labor Agreement and DMEA Accident Prevention Manual:


  1. Educate customers, vendors, and/or contractors about DMEA services and policies as required, and administer the services and policies as needed or directed.


  1. Act as central contact point for processing and scheduling internal and external customer inquiries, requests, and event activities as needed or directed.


  1. Answer and analyze incoming internal and external customer communication and initiate action on the customer’s behalf, either handling the situation individually or seeking assistance from other departments, as needed or directed.


  1. Initiate, process, review, research, update, maintain, and audit internal and external incoming and outgoing customer, vendor, and/or contractor payments and records as needed or directed.


  1. Perform balancing functions as needed or directed.


  1. Perform clerical duties as needed or directed. Duties may include but not be limited to data entry, answering phones and radio calls, or typing, filing, scanning, and copying documents.





The above statements are intended to describe the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.


Performs other duties of a like or lesser grade which may be assigned.




Understands and applies the concept of providing quality electric services to DMEA customers and employees and agrees to maintain a continuing commitment to superior people-to-people service.


Requires the ability to develop plans, procedures and goals; present information to others; work cooperatively; work under stress to complete projects accurately within reasonable deadlines; and demonstrate flexibility when dealing with customer service requirements.




Requires continuous sitting and use of keyboard/computer; and occasional standing, walking, bending, climbing, kneeling, reaching and lifting up to 30 pounds.  Requires finger dexterity, ability to perform close work, good vision and hearing; developed and demonstrated listening skills, and the ability to speak.  On a daily basis, requires attention to detail; the ability to read, write, and perform basic math; analyze data and reports; and conduct research.




Regular, predictable attendance is required.  Close to 100% of the employee’s day is spent indoors at a desk in an office environment.  On a daily basis requires working with customers, including customers that are angry.  Equipment operated may include a calculator, typewriter, computer, printer, FAX, copy machine, postage machine, or other office equipment.


Occasional travel by company vehicle and/or commercial means may be required.


**Job Closes December 6th, 2017 @ 11:59pm**

Job ID

DMEA Executive Management POSITION GUIDE



Chief Technology Officer (CTO)

Union Classification:



Regular Full-time

FLSA Status:



Chief Executive Officer



Job Location:  

Montrose, Colorado, USA

Date Accepted:



Network Security Analysts & Subsidiary Broadband Services & Operations Personnel

Date Reviewed:



Network Security Supervisor, Subsidiary Network Engineer Supervisor, and Subsidiary Outside Plant Supervisor




*Must COMPLETELY fill out our Application, Screening Questions and attach a Resume and Cover Letter to be considered for this position.*

**Open until filled**



The Chief Technology Officer (CTO) is responsible for overseeing the security of the IT network and system infrastructure of the Association.  The CTO also oversees and directs all the Association’s Subsidiary broadband services and operations activities and the implementation of the fiber to the premise project.  This position is responsible for the development, application and evaluation of organizational structure, strategic planning and management programs, policies, methods and procedures within these areas of responsibility.  The CTO determines objectives and establishes operating procedures to ensure, maintain and improve Association network security and hardware resources, and Subsidiary financial soundness, profitability and regulatory compliance, while ensuring optimum service to subsidiary subscribers. In addition, the CTO identifies and recommends ways and means to leverage the fiber plant. The CTO accomplishes these activities through a respectful, constructive and energetic style, guided by the Association’s and the Subsidiary’s mission, values, and vision.



Bachelor’s degree in Business Management, Computer Science or Information Technology related field required.  Must have at least eight (8) years of practical experience managing or directing a technology related business.  Must have demonstrated advanced knowledge of networking technologies.  Must have technical knowledge of LAN/WAN; routing, switches, telephony, and security devices – IOS; VoIP; IPTV technologies; and Fiber optic technologies. Strong negotiation skills required.  Proven leadership skills and supervisory experience required.  Must maintain a valid driver’s license.



In an efficient and professional manner, and accordance with the Elevate/IBEW Labor Agreement and the Accident Prevention Manual:


  1. Plans, oversees and directs operations and activities of the Association’s fiber to the premise subsidiary, to include hiring and managing employees, preparing reports, establishing budgets, comparing and analyzing options, reviewing and executing vendor contracts, maintaining public relations, marketing services, managing assets, and leveraging the fiber plant.
  1. Plans, oversees and directs operations and activities of the Association’s network security department, to include hiring and managing employees, preparing reports, establishing budgets, comparing and analyzing options, reviewing and executing vendor contracts. Oversees the system infrastructure of the Association to ensure security, functionality and efficiency.
  1. Identifies, establishes and implements goals within guidelines established by the CEO. Researches and recommends new and emerging technologies that will yield competitive advantage.  Evaluates new business and expansion opportunities and recommends new services to the CEO.
  1. Ensures operations comply with applicable federal, state, and local regulations.
  1. Represents the Subsidiary with regulatory agencies, legislative bodies, and industry associations.
  1. Promotes and maintains a safe working environment, observes all safety rules, and supports Association and Subsidiary Mission, Core Values, Vision and Strategic Plan in carrying out the responsibilities of the position.
  1. Supports and keeps abreast of bylaws, guidelines, policies, procedures and philosophies of the Association in an effort to effectively serve and support cooperative members and subsidiary subscribers.
  1. Regularly confers with parent and subsidiary employees to offer assistance as needed. Works closely with parent company personnel to ensure overall success of the Association and Subsidiary.
  1. Maintains effective relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position. Works with consultants as required to ensure the success of the FTTP deployment and ongoing operations.
  1. Oversees and assists staff with developing plans and recommending resources to achieve departmental objectives through the annual budgeting process; including defining, submitting, and controlling budget costs for their respective areas of responsibility. Monitors expenditures to ensure compliance with the current year’s budget.
  1. Participates in Subsidiary labor relations activities including union contract negotiations, and oversees administration of the labor agreement within respective areas of responsibility. Attend and participate in labor/management, safety, and apprenticeship meetings as needed.
  1. Oversees, directs, regulates and guides the activities of subordinates. Assures position guides and job functions of subordinates are accurately defined and updated as needed, and that subordinates understand expectations related to performance of their job duties. Assures all employees within respective areas of responsibility are trained to attainable levels; reviews, determines, addresses and documents performance of subordinates; and recommends wage and salary adjustments in accordance with company policies and in support of company values and objectives.
  1. Make recommendations to the CEO regarding proper course of action related to accidents and incidents involving Engineering, Operations, Member Relations and/or subsidiary Business Services personnel.
  1. Participate in the development and evaluation of Association and subsidiary policies and procedures, and make recommendations for revisions. Assure policies are administered within respective areas of responsibility in such as manner as to optimize company resources to maximize productivity and meet corporate objectives.
  1. Keeps CEO informed on all issues of importance concerning DMEA and its subsidiary.
  1. Performs other duties as assigned in order to fulfill the objectives of the company and this position.



Individual has complete authority to take whatever action he or she deems advisable or necessary, subject only to the policies or general rules laid down by the CEO and/or Board of Directors.



The above statements are intended to describe the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties and requirements for personnel in this position.



Must possess and demonstrate in-depth knowledge of business principles and practices required to manage a fiber to the premises business; including but not limited to sales, operations, project management, customer service, communications and process development.  Must be knowledgeable about budgeting, general accounting and fiscal management practices; office procedures; and business operating systems. Must have a thorough understanding of financial principles; be able to evaluate fiscal and financial information, and achieve positive financial results.  Must be knowledgeable about the appropriate methods and means of dealing with human behavior situations in a variety of business circumstances.


Must be able to create, modify, and implement fiber to the premise deployment plan and ongoing business operations; including but not limited to establishing and implementing policies, procedures, organizational structures, staffing, processes, and management reporting and controls.  Must have demonstrated ability to effectively work directly with the public and company personnel.  Must communicate effectively verbally and in writing with all organizational levels both in the utility and its subsidiaries and with outside contractors and vendors. 


Relies on extensive experience, sound judgment and demonstrates leadership to plan and accomplish goals.  Must have proven ability to multi-task and plan/organize work to meet deadlines, all with a high degree of accuracy with attention to detail.  Must have strong analytical and critical thinking skills with demonstrated problem solving abilities.  A wide degree of creativity and flexibility is expected.


Communicating effectively, verbally and in writing, in a diverse range of audiences and settings; persuasion and negotiation of conflicts and problems; assessing operational, program, staffing, and fiscal needs; interpreting legal documents and government regulations, evaluating fiscal and financial reports, forms, and data; analyzing complex written documents; identifying and resolving administrative problems; working long and irregular hours, and under pressure conditions; delegating responsibility and achieving results through subordinates; and maintaining order in an environment of changing priorities.


Requires understanding and the ability to interpret contracts, agreements, and administrative policies to properly apply provisions to supervising and directing the work of subordinates as appropriate, and to build and lead a team successfully.  Must be able to resolve administrative problems and effectively delegate duties to achieve results.  Understands and uses the concepts of performance coaching.


Understands the concept of providing quality services to our members and customers, and agrees to maintain a continuing commitment to superior member/customer service. 



Requires frequent sitting, standing, walking and use of use of keyboard/computer; and occasional bending, kneeling, reaching, and lifting up to 25 pounds.  Requires finger dexterity, good vision and hearing, ability to speak, and the ability to perform close work.  Office equipment used occasionally includes personal computers, related software, copy machines, fax machines, etc.



Regular, predictable attendance is required.  This position requires employee to work a flexible schedule including some evening and weekend work.  Up to 80% of the work performed is done indoors in an office setting; the remaining time may be spent attending meetings either indoors or outside.  Must travel within DMEA’s service territory and attend functions relevant to position. Overnight travel may be required when attending functions outside of DMEA’s service territory. Travel by company vehicle is required. Occasional travel by commercial means may be required.



*Must COMPLETELY fill out our Application, Screening Questions and attach a Resume and Cover Letter to be considered for this position.*

**Job Closes November 9th, 2017 @ 11:59pm or until filled**

Job ID