Member Services Manager

Member Services Manager

Tri-County Electric Cooperative (TCEC)

Position Purpose

This position provides leadership and oversight of core member service functions including billing, member support, member records, and in-person member service operations. The role is responsible for ensuring work is performed accurately, efficiently, and in compliance with applicable bylaws, tariffs, policies, and procedures while delivering a consistent and professional member experience across all service channels. The Member Services Manager is accountable for aligning teams, processes, and outcomes with cooperative expectations, ensuring visibility, coordination, and consistency across functions that directly impact members.

Job Dimensions

• Internal Responsibility – Provides leadership and direction to billing specialists, member support specialists, the member records supervisor, and member service representatives. Ensures work is completed accurately, timely, and in alignment with cooperative standards. Maintains visibility into team activities and collaborates across departments to ensure alignment and avoid gaps in communication or execution. Regular presence across office locations is expected.

• External Responsibility – Accountable for the accuracy, timeliness, and professionalism of services delivered to members, including billing, records, payments, and support interactions. Ensures member-facing processes reflect the cooperative's commitment to its goals and mission.

Principal Accountabilities

• Consistently demonstrates the appropriate leadership principles from Leadership Landmines: 8 management catastrophes and how to avoid them.
• Regularly models multiple TCEC Essential Attributes as a regular pattern of behavior and self-awareness.
• Inspires a culture of continuous learning, intellectual curiosity, and a desire to grow and develop.
• Provides regular and meaningful feedback to teammates for both performance and behavior and supports professional development.
• Solicits and offers feedback to peers and supervisor for both performance and behavior.
• Accountable for ensuring all work within assigned areas of responsibility is accurate, complete, and compliant with applicable bylaws, tariffs, policies, procedures, regulatory requirements, and cooperative standards.
• Ensures visibility into team activities and outcomes, maintaining awareness of work being performed and addressing misalignment when it occurs.
• Oversees execution of member service functions including billing, in-person member transactions, member records, and support services.
• Identifies opportunities to improve processes, increase efficiency, and enhance the member experience while maintaining accuracy and control.
• Supports coordination across teams to ensure consistent communication and alignment, particularly when work impacts multiple departments.
• Maintains working knowledge of team responsibilities with the ability to step in as needed to ensure continuity of operations.
• Other duties as assigned.

Minimum Requirements

• Education – A high school diploma or equivalent is required. Additional education or certification in business, accounting or a related field is preferred. An equivalent combination of relevant experience and training may substitute for formal education.

• Experience <