Member Support Specialist
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Job Description
Member Support Specialist providing customer service for Medical Guardian products and services. Guiding members through activations, troubleshooting, and billing in a supportive team environment.
Responsibilities:
- Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.
- Guide callers through troubleshooting, navigating the company site or effectively using the products or services.
- Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.
- Perform account updates as needed and thoroughly document conversations to keep member records complete and current.
- De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.
- Be a company brand ambassador, promoting the value of additional products and services during service calls.
- This includes selling add-ons to existing members.
- Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.
- Meet personal/team qualitative and quantitative performance objectives.
- Perform other duties and responsibilities as assigned.
Requirements:
- 2+ years previous member service call center or member-facing experience desired
- Associate or bachelor’s degree (preferred); high school diploma required
- 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
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation & Public Holidays)
- Short Term & Long Term Disability
- Retirement Plan (401k)
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