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.

2+ years previous member service call center or member-facing experience desired
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

Member Support Specialist

Key skills