Member Support Specialist

Job Description:

• Answer incoming telephone calls from members and/or caregivers needing assistance with orders, products, billing, and other account services.
• Guide callers through troubleshooting, navigating the company site, or effectively using products or services.
• Maintain superior knowledge of Medical Guardian products, services, and billing practices.
• Perform account updates and thoroughly document conversations to keep member records complete and current.
• De-escalate dissatisfied members, research issues, and offer solutions.
• Promote the value of additional products and services during service calls, including selling add-ons to existing members.
• Communicate positively with internal and external members and collaborate with team members to improve the member experience.
• Meet personal and team qualitative and quantitative performance objectives.
• Perform other assigned duties.

Requirements:

• Must be able to consistently work full shift with prescheduled (2) 15 minutes breaks and (1) 35-minute lunch break that are optimized around the business need.
• 2+ years previous member service call center or member-facing experience desired.
• High school diploma required
• Associate or bachelor’s degree preferred
• Computer proficient with the ability to multi-task
• Professional, enthusiastic and kind with a passion for serving
• Effective active listening skills with ability to probe to ensure appropriate resolution
• Strong communication, organization and time-management skills
• Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT and TX only.
• Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
• A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.

Benefits:

• Equipment is provided
• Paid Time Off available after 60 days
• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)