Member Retention Specialist

About the role

This is a full-time, on-site position based in Fort Lauderdale, FL. At MASA, we serve over 2 million members with emergency medical transportation coverage - and we treat every one of them like a VIP.

Responsibilities

• Conduct welcome calls to new members, confirming key information like name spelling and address to ensure accurate delivery of materials.
• Explain membership benefits and welcome package contents clearly and confidently.
• Build rapport and provide personalized support to make each member feel valued and understood.
• Identify and refer upsell opportunities to senior specialists - earning commission on successful upgrades.
• Accurately document all member interactions and updates in the CRM system.
• Escalate complex or sensitive issues appropriately to ensure timely resolution.
• Support additional team needs and projects as assigned.

Requirements

• A high school diploma or equivalent (required)
• At least 1 year of customer service or phone-based support experience
• Strong verbal communication skills and a professional, friendly tone
• Active listening and interpersonal skills that help you build trust quickly
• Proficiency using computer systems and basic Microsoft tools (Outlook, Teams)
• A sense of responsibility when handling member information with care and confidentiality
• Dependable time management and ability to work independently in an on-site team environment

Qualifications

• Proactive and able to handle multiple tasks simultaneously
• Excellent problem-solving and decision-making skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

Skills

• Customer service skills
• Communication skills
• Computer proficiency (Outlook, Teams)

Benefits

• Health, dental & vision insurance
• 15 days PTO
• 401(k) program with an employer match

Pay

Pay: base pay of $19.00 per hour. Total annual compensation typically ranges $50,000 - $60,000.

Schedule

Work Schedule: Monday-Friday 8:45 AM - 5:15 PM.

Location

Location: 1901 W Cypress Creek Road, Fort Lauderdale, FL 33309.

ABOUT US

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com.

WHAT WE WILL PROVIDE YOU

• Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
• An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!