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Member Services Specialist The successful Member Services Specialist will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every interaction. The Specialist will work escalated grievances and issues. Responsibilities • Manage large numbers of escalated issues to resolution in a timely manner • Follow communication “scripts” when handling different topics • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives • Efficiently and accurately respond to inbound email inquiries based on approved communications • Build sustainable relationships with team members and engage customers by taking ownership for resolution • Log all interactions and track necessary materials to ensure the best possible service • Participate in client service training as needed • Meet personal/team qualitative and quantitative targets • Track, report and present issues while demonstrating an understanding of the case Requirements • Previous experience in a member support role (health care preferred) • Track record of over-achieving quota • Strong phone and verbal communication skills along with active listening • Ability to communicate via email with strong writing skills • Familiarity with CRM systems and practices • Customer focus and adaptability to different personality types • Ability to understand and empathize with customers in difficult situations • Ability to multi-task, set priorities and manage time effectively • High school degree (College degree preferred) • Bi-lingual (Spanish preferred but not required) Job Type: Full-time Pay: $45,000.00 - $65,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Work from home Work Location: Remote