Member Project Specialist Lead

About CORE

CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities.

With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.

Job Summary 

The Member Project Specialist Lead supports a small, high-performing team dedicated to new construction projects.

This position acts as a working lead, balancing daily individual responsibilities with providing ongoing guidance, coordination, and support to Member Project Specialists.

The Lead ensures that all activities align with departmental goals, procedures, regulations, tariffs, and member experience standards.

The Lead will help streamline workflows, reinforce best practices, onboard new team members and serve as a liaison between team members and leadership.

This role is ideal for someone who thrives in a collaborative environment and is passionate about delivering exceptional service to members during the construction process.

Essential Duties and Responsibilities


* Perform core Member Services Specialist duties including responding to member inquiries related to new construction projects.


* Process service requests, update member account information, and coordinate with internal departments to ensure timely service delivery.


* Utilize NISC iVUE and other member service platforms and technologies to manage workflows and document interactions.


* Support the team by handling assigned member projects and contributing to daily operational goals.


* Maintain up-to-date knowledge of policies, processes, and procedures to provide accurate information to members.


* Participate in cross-training and assist with coverage during team absences.

 

Lead Responsibilities

Team Coordination



* Guide and support a team of Member Program Specialists handling new construction inquiries and processes.


* Monitor daily workload distribution and assist with prioritization of tasks.


* Serve as the first point of contact for procedural questions and escalations.

Process Alignment



* Ensure consistent application of policies and procedures across the team.


* Identify process gaps and recommend improvements to enhance efficiency and member satisfaction.


* Collaborate with Engineering and Billing & Payments teams to ensure seamless coordination on construction-related member accounts.

Member Experience



* Champion CORE’s commitment to exceptional member service by modeling best practices and coaching team members.


* Assist with complex member interactions and ensure timely resolution of issues.


* Provide member assistance across all channels including but not limited to phone, email and chat.

Training & Development



* Support onboarding of new team members and provide informal...