Member Experience Administrator

Poudre Valley Rural Electric Association is seeking aMember 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.

Key Responsibilities

• Oversee and coordinate daily Member Services workflow by prioritizing tasks monitoring workload andqueue coverage and redistributing work as needed to ensure timely accurate completion while anticipatinghigh-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 guidingMSRs on exception handling and complex transactions.
• Provide real-time coaching feedback and support to MSRs while modeling professional clear andempathetic communication in all member interactions to ensure consistent service delivery.
• Maintain expert knowledge of and ensure the consistent application of cooperative policies tariffs paymentguidelines and service procedures across all member interactions.
• Oversee key processes records such as inactive refunds Auto Pay ACH activity estate packets voided checkregister to ensure accuracy and timely completion.
• Lead the full process improvement lifecycle for the Member Services function by identifying workflowinefficiencies service gaps and recurring issues; translating frontline insights and service data into actionableimprovements; 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 implementationtesting launch and adoption of new tools and solutions.
• Establish guardrails for appropriate AI use and ensure seamless handoff to human support when needed.

Qualifications

• Bachelors degree in business communications marketing informationsystems or related field; or equivalent combination of experience education and training which demonstrates theability to perform the duties and responsibilities as described are required.
• Minimum of five (5) years of progressive customer service experience required. Electric utilityor cooperative experience strongly preferred.

We are proud to offer acompetitive wage and benefit packageto include:

• Medical prescription and dental insurance with 100% employer paid premiums
• 401(k) with base and matching contributions/defined benefit pension plan
• Holistic wellness program
• Life insurance
• Paid holidays vacation and sick leave
• Tuition reimbursement

Complete job description available here or at are anEqual Opportunity Employer