This is a fully remote position, open to applicants in Virginia, +1 more state.

• Professionally and efficiently manage inbound and outbound phone calls.

• Address customer inquiries through text, email, and various communication channels.

• Create, update, and oversee customer cases within company systems.

• Accurately document all interactions in detail.

• Resolve standard customer issues and inquiries during the first contact whenever feasible.

• Refer complex issues to the appropriate team when necessary.

• Adhere to established processes, workflows, and compliance standards.

• Maintain precise records and uphold data integrity.

• Monitor ongoing cases and follow up as needed to ensure prompt resolution.

• Achieve quality, productivity, and service-level goals.

• Collaborate with internal teams to address customer concerns.

• Deliver a positive, empathetic, and professional experience for customers.

• High school diploma or equivalent qualification.

• Preferred minimum of 1 year of experience in customer service, call center, support, or case management.

• Strong verbal and written communication capabilities.

• Excellent active listening skills.

• Robust interpersonal and relationship-building skills.

• Ability to communicate clearly, professionally, and with empathy.

• Strong attention to detail and dedication to accuracy.

• Capability to manage multiple tasks and priorities simultaneously.

• Strong organizational and time-management abilities.

• Ability to work independently as well as part of a team.

• Proficiency in CRM, case management, or customer support systems.

• Basic computer and data-entry abilities.

• Paid Training - typically lasts 1-2 weeks from 9:00am-6:00pm Mon-Fri (EST)

• Health insurance coverage

• Vacation days

• Special shift differential (additional $1/hr for nights & weekends)

Member Support Specialist

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