Member Support Specialist

The Role

As a Member Support Specialist, you will play a critical role by working directly with our members and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture.

This role offers our members peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our members, and we are dedicated to the Medical Guardian mission.

We are seeking experienced member service professionals and those who are caring and compassionate to join our team. Equipment is provided. Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT and TX only. Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.

Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days. A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.

Key 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