Member Support Specialist

Qualifications

• High school diploma or equivalent.

• Minimum 1 year of customer service, call center, support, or case management experience preferred.

• Strong verbal and written communication skills.

• Excellent active listening skills.

• Strong interpersonal and relationship-building abilities.

• Ability to communicate clearly, professionally, and empathetically.

• Strong attention to detail and commitment to accuracy.

• Ability to manage multiple tasks and priorities simultaneously.

• Strong organizational and time-management skills.

• Ability to work independently and as part of a team.

• Proficiency with CRM, case management, or customer support systems.

• Basic computer and data-entry skills.

Essential Functions

• Handle inbound and outbound phone calls professionally and efficiently.

• Respond to customer inquiries via text, email, and other communication channels.

• Create, update, and manage customer cases within company systems.

• Document all interactions accurately and completely.

• Resolve routine customer issues and inquiries at first contact whenever possible.

• Escalate complex issues to the appropriate team when necessary.

• Follow established processes, workflows, and compliance requirements.

• Maintain accurate records and ensure data integrity.

• Monitor open cases and follow up as needed to ensure timely resolution.

• Meet quality, productivity, and service-level expectations.

• Collaborate with internal teams to resolve customer concerns.

• Provide a positive, empathetic, and professional customer experience.