Member Experience Administrator
On-site · Fort Collins, Colorado, United States
Job Summary
The Member Experience Administrator leads frontline member services, ensuring exceptional service delivery and policy-aligned decision-making. Responsibilities include overseeing daily MSR workflow, acting as the primary escalation point, guiding MSRs on complex transactions, coaching for consistent service delivery, ensuring adherence to cooperative policies and procedures, managing records related to refunds and payments, driving continuous improvement and standard work, and leading AI-enabled and digital service initiatives with guardrails for appropriate AI use. Requires a Bachelor’s degree and at least five years of progressive customer service experience; strong preference for electric utility/cooperative background. The role emphasizes service excellence, policy interpretation, process improvement, and the adoption of new tools to enhance the member experience.
Required Qualifications
- 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. Electric utility or cooperative experience strongly preferred.
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