Member Experience Specialist

Job Description

Job Description

Member Experience Specialist

Tri-County Electric Cooperative (TCEC)

POSITION PURPOSE:

The Member Experience Specialist evaluates, measures, and improves the member's experience across every point of contact with the Cooperative. This position serves as the voice of the member. It monitors member interactions, reviews operational processes, administers communication platforms, analyzes public sentiment, and identifies ways to improve service, communication, and member satisfaction.

Internal Responsibility - Partners with all TCEC departments to review processes, coordinate messaging, and support continuous improvement initiatives.

External Responsibility - Serves as the voice of the member by monitoring interactions and sentiment across all member-facing channels

PRINCIPAL ACCOUNTABILITIES:

• Review recorded member calls, service orders, and correspondence for professionalism, accuracy, consistency, and completeness.
• Verify timely follow-up with members and identify missed commitments or communication gaps.
• Develop and maintain quality standards, evaluation tools, and recurring reports on trends, strengths, and coaching opportunities.
• Administer member communication platforms and coordinate standardized messaging across departments.
• Review member-facing communications for accuracy, clarity, and alignment with Cooperative standards.
• Support communications for outages, planned maintenance, billing, construction, right-of-way, and emergency notifications.
• Monitor public conversation across social media, local media, community forums, and online reviews to identify issues, misinformation, and proactive opportunities.
• Prepare periodic summaries of member sentiment on trends for leadership.
• Research and benchmark best practices, technologies, and service standards from cooperatives.
• Evaluate the member experience across departments, recommend process and workflow improvements, and support approved changes.
• Maintain reporting on call quality, communication effectiveness, complaints, compliments, and member experience metrics.

MINIMUM REQUIREMENTS:

Education and Experience:

• Bachelor's degree in Communications, Public Relations, Marketing, Business Administration, Customer Experience, Journalism, or a related field preferred. An equivalent combination of education, training, experience may be considered.
• Minimum three years of experience in communications, customer experience, marketing, quality assurance, public relations, member services, or a related field.

Operational Experience:

• Experience administering member communication platforms and messaging tools required.
• Experience with quality monitoring, reporting, and analytics preferred.
• Experience with social media or sentiment monitoring tools preferred.
• Proficiency with Microsoft Office and related digital communication platforms required.

Knowledge/Skills/Abilities:

• Strong writing, editing, proofreading, and organizational skills.
• Strong analytical skills, attention to detail, and accuracy.
• Ability to manage multiple projects and deadlines.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

POSITION DETAILS

• Position Title: Member Experience Specialist
• Reports To: Public Affairs & Communications Manager
• Employment Type: Full-time
• FLSA Status: Exempt
• Supervisory Responsibility: No
• Financial Disclosure Required: No
• Residency Requirement: Yes
• Position Description Effective Date: July 2026

WHY JOIN TCEC

Tri-County Electric Cooperative is guided by ten Essential Attributes that define how we lead, collaborate, and serve with integrity, accountability, and trust. This role offers the opportunity to make a meaningful impact while supporting reliable electric service for the communities we serve.

This job description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. An employee may be required to perform other reasonably related business duties as assigned by the immediate supervisor and/or management as needed. TCEC reserves the right to revise or modify the job description as needed. This job description does not constitute a written or implied contract of employment.