Member Support Specialist

This is a fully remote position, open to applicants in Arizona, +20 more locations.

📋 Description

• Respond to incoming phone calls from members and caregivers seeking assistance with orders, products, billing, and various account services.

• Assist callers in troubleshooting, navigating the company website, or effectively utilizing products and services.

• Maintain an extensive understanding of Medical Guardian products, services, and billing procedures.

• Update accounts and meticulously document conversations to ensure member records are complete and up to date.

• Resolve issues with dissatisfied members by de-escalating situations, researching concerns, and providing solutions.

• Highlight the benefits of additional products and services during service calls, including upselling add-ons to current members.

• Foster positive communication with internal and external members while collaborating with team members to enhance the member experience.

• Achieve personal and team performance goals, both qualitative and quantitative.

• Undertake other assigned duties and responsibilities as needed.

⛳️ Requirements

• Must be able to consistently work full shifts with pre-scheduled (2) 15-minute breaks and (1) 35-minute lunch break, optimized around business needs.

• A minimum of 2 years experience in member service call centers or member-facing roles is preferred.

• High school diploma is required.

• An associate or bachelor’s degree is preferred.

• Must possess computer proficiency with the ability to multitask effectively.

• Professional, enthusiastic, and kind demeanor with a strong passion for service.

• Effective active listening skills, with the ability to probe for appropriate resolutions.

• Excellent communication, organizational, 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 sufficient internet speed to effectively work from home is required for this position.

🏝️ Benefits

• Equipment is provided.

• Paid Time Off is available after 60 days.

• Health Care Plan (Medical, Dental & Vision).

• Paid Time Off (Vacation & Public Holidays).

• Short Term & Long Term Disability.

• Retirement Plan (401k).