Member Retention Specialist

About the role

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 www.masaaccess.com. Purpose-driven work – Help people during life’s most critical moments while delivering compassionate, high-impact service. Room to grow – Develop your skills, contribute to team success, and earn commission through qualified referrals. Supportive team culture – You’ll be part of a collaborative and caring environment built on trust and teamwork. ACCTT values in action – At MASA, we live our values of Accountability, Compassion, Customer Service Excellence, Trust, and Teamwork. Professional setting – Join us on-site in Fort Lauderdale, FL, and be part of a mission-driven team that treats every member 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

• High school diploma or equivalent (required)
• At least 1 year of customer service or phone-based support experience

Skills

• 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

Pay

Base pay and bonuses totaling $50,000 - $70,000+ per year.

Benefits

• Health, dental & vision insurance
• 15 days PTO
• 401(k) program with an employer match
• Company-paid short-term disability
• Company-paid long-term disability
• Basic life insurance
• Free MASA membership

Schedule

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

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