Specialist TSE Member Relations

Job Description

NRECA is a unique national trade association providing advocacy, financial services and business support services to over 900 consumer owned electric cooperatives across the country.  NRECA employees are united by our mission, inclusive culture, collaborative workplace and commitment to service excellence.  As a “best place to work” employer, we operate with integrity, transparency and a spirit of innovation.

Touchstone Energy provides marketing, communications and member services support to our nearly 700 member cooperatives.  Through research on member satisfaction and engagement; creative assets like videos, ads and social media libraries; customer service training and education; and a full service web development team, we help cooperatives build stronger relationships with their member-owners.

NRECA’s Education, Training & Events team designs, delivers, and facilitates high-impact learning experiences and events—both online and in person--that empower cooperative leaders and staff to guide their organizations and communities into the future. The portfolio includes certification programs, a robust education curriculum of 100+ courses, leadership development programs, a trade show, thought leadership events and multi-day conferences.

Position Summary:

Provides administrative support to Touchstone Energy directors and member relations. Coordinates scheduling and outreach for meetings, external events and member/program engagement. Manages membership CRM, member engagement reporting and invoicing. Responds to member inquiries.
 

Essential Duties and Responsibilities:

• Provides administrative support to TSE directors and tasks for the department with emphasis on member relations.
• Maintains and prepares reports on program performance and member engagement, including annual value reports for distribution, G&T and Regional members.
• Manages membership CRM, TSE.com and maintain accurate records of member contact information, engagement, preferences, and feedback to inform decisions and improve services (NetFORUM, Monday.com, cooperative.com).
• Coordinates outreach, scheduling and presentations for Executive Director and Director of Member Relations. Offers support and assistance for a variety of internal and external meetings and events, including coordinating calendars, meeting scheduling, and preparing presentations or call sheets.
• Responds to member inquiries, resolves issues, and acts as an advocate for member needs within the organization (incudes member relations phone line and tseinfo@nreca.coop).
• Serves as the liaison to the Finance department on behalf of TSE.  Demonstrates clear understanding of NRECA invoice process through NetFORUM, Workday and Palette and solves routine and complicated invoicing issues as needed.
• Tracks and maintains advisory committee applications.
• Supports the team with project planning and implementation.
• Performs other special projects or duties as assigned.

Qualifications

Formal Education Required:

High School diploma or GED. Associate degree preferred.
 

Experience and Certifications Required:

5 or more years of related experience with coordinating stakeholder engagement, event logistics, invoices, and calendars.

FLSA Status: Non-exempt

Knowledge, Skills and Abilities Required (as demonstrated by prior work experience):

• Customer service orientation, including providing assistance and information to members and answering inquiries.
• Ability to apply good judgement related to resolving a variety of routine issues and, where necessary, escalating issues.
• Ability to perform and work on multiple tasks while being flexible and able to cope with changing conditions/policies/procedures in a fast-paced and sometimes intense working environment, while staying productive and maintaining a high level of accuracy.
• Ability to communicate, both verbally and in writing, with a diverse membership, employees and/or vendors in a clear and precise manner.
• Ability to use Microsoft Office tools (Excel, Word, Outlook, Power Point) and to operate various office equipment such as personal computer, copier, printer, fax machine or other job-related equipment.
• Ability to provide service excellence by building relationships, being resourceful, responsive and respectful.
• Ability to report to the office when required.

Essential Physical Requirements:

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading.
• Exerting up to 20 pounds of