Job Description

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 requiredAdditional 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 – Minimum of five (5) years of progressively responsible experience in billing, member services, or a related field, including leadership experience. Utility or cooperative experience preferred.

• Knowledge/Skills/Abilities – Strong leadership, organization, communication, and analytical skills. Ability to lead multiple functional areas, coach teams, and ensure work is completed accurately, efficiently, and in alignment with cooperative standards. Ability to manage competing priorities in a fast-paced environment while maintaining visibility and accountability. Proficiency in relevant software systems and performance reporting tools Must demonstrate a commitment to service excellence.

• Ability to stand and walk; frequently sit, bend, stoop, squat, lift, and carry up to 50 pounds; push and/or pull; reach above shoulder level; and twist; to climb, balance, kneel, crouch.

POSITION DETAILS

• Position Title: Member Services Manager
• Reports To: Executive Vice President
• Employment Type: Full-time
• FLSA Status: Exempt
• Supervisory Responsibility: Yes
• Financial Disclosure Required: Yes
• Residency Requirement: Yes
• Effective Date: March 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.