Member Support Specialist
New
T
TailorCare Healthcare
Location: United States, 9am - 6pm PSTFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1+ year of experience in customer support, member services, or a related frontline role.
- Required Skills
- Problem SolvingTime ManagementDocumentationCRMCustomer supportZendesk
Requirements
- High School Diploma / GED required; Associate Degree or higher preferred.
- 1+ year of experience in customer support, member services, or a related frontline role.
- Excellent written and verbal communication skills.
- Comfort with ZenDesk, RingCentral, or similar CRM and communication platforms.
- Familiarity with HIPAA guidelines or willingness to learn and comply rigorously.
- Strong attention to detail in documentation and ticket management.
- Genuine empathy and a solutions-oriented mindset.
- Ability to follow and adhere to Standard Operating Procedures (SOPs).
- Dependable and reliable self-starter capable of working independently and collaboratively.
Responsibilities
- Handle inbound member interactions across all channels (chat, phone, email) with warmth, clarity, and professionalism.
- Resolve member pain points including password resets, app navigation, account questions, and basic technical issues.
- Confirm member satisfaction before closing tickets and maintain consistently high CSAT scores.
- Navigate the Member Dashboard to locate account details and communication history.
- Use ZenDesk to create, categorize, close, and document tickets in accordance with SOP standards.
- Manage inbound calls professionally using RingCentral, escalating appropriately when needed.
- Adhere to HIPAA guidelines in all member data handling and documentation.
- Respond to inbound member tickets within SLA-defined timeframes.
- Prioritize the queue intelligently, addressing urgent or sensitive member situations appropriately.
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