Member Support Associate
New
Scaling rapidly across the U.S., Tuesday-Saturday, 10:30am-7pm CSTContractEntry
Salary$21.00-$24.00 hourly
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Job Details
- Languages
- English/Spanish
- Experience
- 2+ years
- Required Skills
- TroubleshootingTechnical supportCustomer support
Requirements
- Completed a post-secondary program.
- 2+ years of experience in customer-facing roles.
- Experience in a high-volume, queue-based contact center environment.
- Fluent in English and Spanish.
- Ability to resolve technical issues in real time while delivering empathetic experiences.
- Strong organizational skills and ability to adapt quickly to evolving tools and workflows.
- Skilled in de-escalation and handling challenging conversations with professionalism.
- Ability to consistently meet productivity and quality targets.
- Healthcare experience preferred.
- Passionate about member success and understanding of NPS.
Responsibilities
- Conduct Sensor Activation visits with new members, ensuring successful connectivity of required sensors.
- Support a continuous flow of scheduled, member-facing visits throughout the day, with a focus on maintaining quality and consistency.
- Engage with members via video and phone calls for a majority of the workday, providing real-time, solution-oriented support.
- Handle back-to-back customer interactions across phone, video, and chat channels with minimal downtime.
- Troubleshoot technical issues efficiently while delivering empathetic, high-quality member experiences.
- Document all interactions accurately and in real time, ensuring clear visibility across systems and teams.
- Manage and resolve support cases within a ticketing system.
- Prioritize and triage inbound inquiries based on urgency and impact.
- Consistently meet Service Level Agreements (SLAs) and performance metrics such as first response time, resolution rate, and customer satisfaction.
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