Erika is the Vice President of Member Service & Experience and has worked for KEC for 17 years. 

How did you train for work in this field?

I’m a proud graduate of both North Idaho College (NIC) and Gonzaga University where I studied communications. In addition, I have worked in various customer service, communications and marketing roles early in my career.  

What made you interested in working for KEC?

During my time at NIC I was fortunate enough to receive an internship at KEC, which helped guide my interest in communications and marketing. After I completed my internship, I moved on to finish my bachelor’s degree and then spent time in a consulting role. However, my interest in working for KEC was always in the background and eventually a position opened to serve as the communications coordinator and spokesperson at the cooperative. I jumped at the opportunity and have been here ever since. 

What does a day look like for you as the Vice President of Member Service & Experience?

In my role, I am responsible for ensuring the delivery of exceptional service to members, the continuity of the member experience across all work groups, and the management of internal and external communications. This includes overseeing the member service functions, such as new construction, billing, payments and more. I’m also responsible for the development of member communications including the newsletter, emails, website, social media and more. 

What is KEC doing to improve the member experience?

In 2022, KEC initiated an effort to improve the member experience. Initiatives to meet these goals include increasing our members’ ability to engage with the cooperative virtually and improvements to the new service process. Recently, KEC launched the option for members to chat live with us online—learn more.

What is the biggest challenge in your job?

Meeting member expectations each day—that’s our goal and we are committed to it. Each year we ask members to take our satisfaction survey to see how we are doing. You can count on us to review each comment and we take the feedback seriously. If we miss the mark, we are committed to making improvements. 

What is the best part of your job?

I’m passionate about customer service and feel lucky to be able to focus on it each day. If you would like to share feedback with me, please feel free to reach out at kec@kec.com or 208.765.1200.