Member Services Team Lead

We are looking for a Member Services Team Lead who will supervise the Member Services Representative and Cashiers/Receptionist positions. The Member Service Team Lead will provide necessary coaching and development while fostering and supporting best business practices across the team. This role will provide and promote outstanding service to the MVEA membership, as well as internal and external business partners, and be the right-hand to the Member Services Supervisor

Essential Duties and Responsibilities:

• Ensures direct reports are equipped with the knowledge and tools necessary to have meaningful and productive conversations with MVEA members.
• Drives expectations that all incoming inquiries be handled in a timely, accurate, and professional manner. Provides impactful coaching and mentoring on a regular basis.
• Takes escalation calls as necessary. Demonstrates understanding of when to ask for guidance and when to make clear and concise decisions independently.
• Clearly communicates performance expectations to direct reports with emphasis around attendance, punctuality, and work product accuracy. Regularly provides feedback to team that fosters professional growth, while also addressing disciplinary items as appropriate. Partners with Member Services Supervisor on annual performance evaluations and manages team with a results-driven attitude.
• Leads by example, streamlining and enhancing practices while providing management with recommendations to optimize processes and implement best practices.
• Able to effectively perform all duties of the MSR and Cashier/Receptionist roles and step in during times of absences, as well as scheduling and leading effective cross-training for team members. Partners with fellow Team Leads to ensure MSR and Cashier/Receptionist manuals are kept updated and reflect practices that support the Association's policies and procedures.
• Oversee the training, and development of new Member Services Representatives and Cashier Receptionist, ensuring compliance with organizational standards, consistent service quality, and a supportive learning environment that promotes employee growth.
• Establishes and maintains productive working relationships across the organization, as well as internal and external business partners.
• Schedules for regular safety meetings, monthly team tailgates, and cyber security training. Ensures that all required team members receive necessary training and updates while maintaining adequate staffing levels to support uninterrupted Member Service operations.

Requirements

• A minimum of five years' experience as a high-performing Member Services Representative or equivalent is required; prior supervisory experience and utility industry experience are preferred.
• High school diploma or GED required; associate or bachelor's degree in a closely related field preferred.
• Prior experience conducting training and mentoring employees is preferred.
• Excellent written and verbal communication skills.
• Experience and extensive knowledge to effectively use current Microsoft Office products.
• Detail oriented, self-motivated, well organized, personable, and able to exercise discretion, and use sound judgment in dealing with people and confidential information.
• Works independently to plan, schedule, meet deadlines and implement programs and policies within a team environment.
• Communicate and interact effectively with members and co-workers in a courteous, professional manner.

Top Reasons to Work with Us:

• Competitive Salary and Outstanding Benefits Package including Medical, Dental, Vision, Long-Term Disability, Life, and Paid Time Off
• Traditional Pension Plan and 401(k) with Company Match
• Stable and Growing Company
• Four Day Work Week (Monday through Thursday 7 a.m. to 5:30 p.m.)
• Great Company Culture

Applications will be accepted until 5:00 p.m. on 
Tuesday, November 25, 2025.

Salary Description

$38.38 to $43.38 per hour

Salary : $38 - $43