Member Experience Administrator

Poudre Valley REA•Fort Collins, CO

7d•Onsite

About The Position

Poudre Valley Rural Electric Association is seeking a Member Experience Administrator who wants an exciting work atmosphere and to be a part of a team dedicated to exceptional service. The Member Experience Administrator ensures consistent, exceptional member experience is delivered by driving service excellence, supporting frontline member services operations, and leading continuous improvement efforts across Member Services. Serving as the primary frontline escalation point, this position guides the Member Services Representatives (MSRs) in policy application and decision-making while strengthening standard work, systems, and service frameworks to improve efficiency, reduce risk, and support long-term sustainability. Additionally, this role also serves as the primary operational lead for AI and digital service enablement for the Member Services Department, identifying opportunities, leading implementation, and ensuring solutions are effectively launched, adopted, and continuously improved to enhance the member experience.

Requirements

Bachelor’s degree in business, communications, marketing, information systems, or related field; or equivalent combination of experience, education and training which demonstrates the ability to perform the duties and responsibilities as described are required.
Minimum of five (5) years of progressive customer service experience required.

Nice To Haves

Electric utility or cooperative experience strongly preferred.

Responsibilities

Oversee and coordinate daily Member Services workflow by prioritizing tasks, monitoring workload and queue coverage, and redistributing work as needed to ensure timely, accurate completion while anticipating high-volume periods, addressing bottlenecks, and aligning resources to maintain service levels.
Serve as the primary escalation point for complex or sensitive member issues, elevating high-risk, out-of-policy, or personnel-related matters to the Member Services Director as appropriate.
Resolve high-impact cases by applying sound judgment and consistent policy interpretation, while guiding MSRs on exception handling and complex transactions.
Provide real-time coaching, feedback, and support to MSRs while modeling professional, clear, and empathetic communication in all member interactions to ensure consistent service delivery.
Maintain expert knowledge of and ensure the consistent application of cooperative policies, tariffs, payment guidelines, and service procedures across all member interactions.
Oversee key processes records such as inactive refunds, Auto Pay, ACH activity, estate packets, voided check register to ensure accuracy and timely completion.
Lead the full process improvement lifecycle for the Member Services function by identifying workflow inefficiencies, service gaps, and recurring issues; translating frontline insights and service data into actionable improvements; and developing and maintaining standard work, SOPs, job aids, and decision-support tools.
Lead AI-enabled and digital service initiatives for Member Services by supporting the implementation, testing, launch, and adoption of new tools and solutions.
Establish guardrails for appropriate AI use and ensure seamless handoff to human support when needed.