Member Support Specialist

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

📋 Description

• Respond to incoming calls from members and/or caregivers seeking assistance with their orders, products, billing, and other account-related services.

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

• Maintain extensive knowledge of Medical Guardian products, services, and billing procedures to ensure that the information provided to members is accurate and comprehensive.

• Update accounts as necessary and meticulously document conversations to keep member records complete and up-to-date.

• Resolve issues involving dissatisfied members by de-escalating situations, conducting research, and providing solutions to problems.

• Serve as a brand ambassador for the company, promoting the benefits of additional products and services during service calls.

• This includes upselling add-ons to current members.

• Maintain a positive demeanor while interacting with all internal and external members; work collaboratively with team members to enhance the member experience.

• Achieve personal and team qualitative and quantitative performance targets.

• Perform other assigned duties and responsibilities as needed.

⛳️ Requirements

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

• An associate or bachelor’s degree is preferred; a high school diploma is required.

• Proficient in computer skills with the ability to manage multiple tasks simultaneously.

• Professional, enthusiastic, and compassionate with a strong desire to serve.

• Excellent active listening skills with the ability to ask probing questions to ensure proper resolution.

• Strong communication, organizational, and time-management abilities.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Paid Time Off (Vacation & Public Holidays)

• Short Term & Long Term Disability

• Retirement Plan (401k)