Member Support Representative (11:30am-8pm EST)

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Requirements:

• High school degree or equivalent required.
• Strong verbal and written communication skills, patient and personable.
• Comfortable using applications and software, including practice management systems and Microsoft Office.
• Previous experience in hospitality, member services, or customer support preferred.
• Strong problem-solving and troubleshooting abilities.
• Adaptable and flexible to changing priorities.
• Strong time management and organizational skills.
• Great active listening skills focused on empathy.
• Ability to work independently and collaboratively in a remote environment.
• Multilingual skills a plus, but not required.

Responsibilities:

• Efficiently manage a high volume of inbound member calls in a professional, timely and caring manner.
• Respond to inquiries from members in a timely and empathetic manner.
• Ensure quality member experiences are consistently delivered across multiple channels.
• Identify members’ needs by asking questions, researching issues, and providing solutions.
• Engage, support, and retain members by building rapport and offering compassionate assistance.
• Document all member interactions and escalate to management as required.
• Make outbound calls as part of various workflows.
• Support Calibrate members in general inquiries, account updates, and information verification.