Member Support Specialist

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Manage incoming member communications through chat, phone, and email.

• Assist with password resets, application navigation, account inquiries, and basic technical issues.

• Exhibit empathy and patience when engaging with frustrated, confused, or anxious members.

• Ensure member satisfaction prior to closing tickets and uphold high CSAT scores.

• Utilize the Member Dashboard to access account information, enrollment status, and communication history.

• Create, categorize, close, and document tickets in ZenDesk following SOP guidelines.

• Handle incoming calls with RingCentral and escalate issues as necessary.

• Comply with HIPAA regulations regarding member data management and documentation.

• Address tickets within the timeframes specified by SLA.

• Accurately document all member interactions in ZenDesk in real-time.

• Prioritize queues and manage urgent or sensitive matters appropriately.

• Employ ZenDesk macros and templates for standard inquiries.

• Report volume increases or workflow impediments to the Lead or Manager.

• Engage in one-on-one meetings and team discussions.

• Accept and implement feedback effectively.

• Adapt to new tools, processes, and shifting priorities.

• Assist colleagues during peak periods and contribute positively to team culture.

⛳️ Requirements

• A minimum of 1 year of experience in customer support, member services, or a comparable frontline role.

• Strong written and verbal communication skills with a friendly, professional demeanor.

• Proficiency in ZenDesk, RingCentral, or similar CRM and communication tools.

• Knowledge of HIPAA regulations or a commitment to learning and adhering strictly to them.

• Exceptional attention to detail in documentation and ticket management.

• Authentic empathy and a proactive, solutions-focused attitude.

🏝️ Benefits

• Remote-first work culture with the option for a hybrid model in Nashville.

• Generous paid time off (PTO) and holiday packages.

• Paid parental leave.

• Comprehensive medical, dental, vision, life, and disability insurance from day one.

• Access to wellness resources.

• Employer contributions to HSA.

• 401k plan with employer matching.

• Flexible and independent work-life balance.

• Supportive and inclusive team environment and community.