Member Experience Training Coordinator

Middle Tennessee Electric•Murfreesboro, TN

2d•Hybrid

About The Position

MTE has a culture focused on exemplifying a group of ideal team players; individuals who are humble, hungry, and people smart. At MTE, we believe teammates who put the needs of others before oneself, seek innovative solutions to problems and challenges, and understand how our words and actions impact our teammates and our members, help MTE achieve our purpose of serving together to make life better for our members. Above all skills, aptitudes, and job experiences, being an ideal team player is the most vital attribute someone must bring to our organization. If you are an ideal team player and meet the qualifications outlined in the job description, we welcome your application! Job Summary: To assist the Member Support Office Supervisors and Coordinators with coaching and training of the Member Support Specialists toward achieving optimal and consistent member support across the organization. To provide the leadership necessary to function as an effective coach of excellent member service skills in a contact center and face-to-face office setting. To be involved in the day-to-day operations of the Member Services Department, in the absence of the supervisor and/or coordinators, by functioning as the group supervisor and assisting with coordinating the functions and operations of a member support team.

Requirements

Encompass the three virtues of the Ideal Team Player. (Humble, Hungry, & People Smart)
High school graduate or equivalent.
Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized in a fast-paced environment.
Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for MTE.
Proficient using Microsoft Suite.
Working knowledge of member services business practices, policies, technologies, systems and processes.
Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments
Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.

Nice To Haves

A minimum of one to three years of member service experience is preferred.

Responsibilities

Assist the Member Support Office Supervisors and Coordinators with coaching and training of the Member Support Specialists toward achieving optimal and consistent member support across the organization.
Provide the leadership necessary to function as an effective coach of excellent member service skills in a contact center and face-to-face office setting.
Be involved in the day-to-day operations of the Member Services Department, in the absence of the supervisor and/or coordinators, by functioning as the group supervisor and assisting with coordinating the functions and operations of a member support team.
Set training strategy and follow through on tactical implementation and execution of initiatives.
Be flexible with work schedule.
Willingness to work at other MTE locations when needed.