Member Services Team Lead

About the role

Ready to take the next step in leading a high-performing support team? This role manages both incoming calls from clients regarding a variety of requests and assists members with technical issues related to the website or products. The position is onsite in Tempe, AZ and requires availability to work any schedule between 7am-7pm CST.

Responsibilities

• Chat Triage – Reroute incoming chats on Zendesk to the appropriate location queues (North, South, West).
• Assist agents with their calls and inquiries, both remotely and onsite by investigating and providing guidance.
• Support the training process by creating schedules and modules for new hires, conducting group training, presentations, and mock calls, and assisting agents on their first live calls.
• Assist with IT issues by performing standard troubleshooting before reporting to the IT department, gathering necessary information for ongoing issues.
• Collaborate with IT on onboarding procedures and tools setup, including equipment setup, seating arrangements, and introducing new hires to the work environment and SOPs.
• Handle Supervisor Callbacks by investigating inquiries submitted through Zendesk and completing callbacks.
• Manage Agent Escalations by investigating claims, eligibility, or benefits inquiries, reaching out to appropriate departments for additional information, and returning updated information to agents.
• Assist supervisors with the QA process by investigating evaluations before agents appeal and providing feedback or guidance.
• Provide supervisors with regular feedback on team members' overall performance and communication.
• Outline and document certain Member Services procedures by updating documentation with new SOPs or information from ongoing issues.
• Add organizations to Zendesk using Group No., Group name, and Group location when missing.
• Merge duplicate users in Zendesk using their First and Last name, and Member ID.
• Perform additional tasks depending on current projects and workload, including all other duties as assigned.

Requirements

• High school diploma or equivalent required; some university or post-secondary education preferred.
• At least one year of customer service experience in a call center environment.
• Familiarity with cloud-based contact center software is desirable.
• Excellent written and verbal communication skills.
• Strong personal computer usage and internet proficiency skills.
• Ability to type 30 wpm minimum with accuracy.

Skills

• Flexible with scheduling as business needs dictate.
• Ability to listen attentively and use information to assist members' specific needs.
• Strong work ethic and self-starter, able to manage multiple priorities and adapt to change in a fast-paced environment.
• Strong customer service, analytical, and decision-making skills.
• Ability to learn quickly in a fast-paced environment.
• Ability to organize and follow up on multiple tasks/details with accuracy and timeliness.
• Ability to effectively interact with employees at all levels and work with diverse backgrounds.
• Ability to learn and navigate new software quickly.

Work Environment

At Personify Health, we value and celebrate diversity, creating an inclusive environment for all employees. The physical requirements for this role include:

• Ability to remain in a stationary position 50% of the time.
• Occasional movement inside the office to access office machinery, filing cabinets, and meeting facilities.
• Constant operation of a computer and other office productivity machinery (e.g., copy machine, printer, calculator).
• Frequent positioning to maintain files in file cabinets.
• Frequent movement of boxes or equipment weighing up to 25 pounds.
• Ability to communicate information and ideas so others understand.
• Ability to exchange accurate information in various situations.
• Ability to observe details at close range.

Benefits

The highlights include:

• Competitive base salary and benefits effective day one.
• Comprehensive medical and dental through Personify Health’s own health solutions.
• Paid Time Off—rest and recharge time is non-negotiable.
• Mental health support, retirement planning, and financial protection.
• Professional development with clear career progression and learning budgets.
• Mission-driven culture where diverse perspectives drive real impact on people's health.

Visit personifyhealthbenefits.com to explore the complete benefits package, wellness programs, and other employee perks.

Pay

This position offers a base salary range of $24.00 per hour, based on skills and experience.