Member Support Specialist

Key Duties and Responsibilities

• Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.
• Guide callers through troubleshooting, navigating the company site or effectively using the products or services.
• Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.
• Perform account updates as needed and thoroughly document conversations to keep member records complete and current.
• De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.
• Be a company brand ambassador, promoting the value of additional products and services during service calls. This includes selling add-ons to existing members.
• Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.
• Meet personal/team qualitative and quantitative performance objectives.
• Perform other duties and responsibilities as assigned.

Requirements

• Desired Experience: 2+ years previous member service call center or member-facing experience desired
• Required Skills: Associate or bachelor's degree (preferred); high school diploma required Computer proficient with the ability to multi-task Professional, enthusiastic and kind with a passion for serving Effective active listening skills with ability to probe to ensure appropriate resolution Strong communication, organization and time-management skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retail Plan (401k)