Member Support Specialist

About the Role

Join Medical Guardian as a Member Support Specialist, where you will play a vital role assisting members and their families with activating, troubleshooting, billing, and more for our medical alert products. You will work within a supportive and friendly team environment that exemplifies our award-winning culture. Your efforts provide our members with security, peace of mind, and sometimes even save lives. We are committed to delivering outstanding service and upholding our mission to protect our members.

Key Responsibilities

• Respond to incoming calls from members or caregivers needing help with their orders, products, billing, or account services.
• Guide callers through troubleshooting steps, site navigation, and efficient product utilization.
• Maintain thorough and accurate knowledge of Medical Guardian’s products, services, and billing to convey precise information.
• Update member accounts as necessary and document all interactions comprehensively.
• Calm and resolve concerns from dissatisfied members by investigating issues and presenting solutions.
• Represent the company positively by promoting additional products and services during calls, including upselling where applicable.
• Communicate with a positive attitude internally and externally, and collaborate with colleagues to enhance the member experience.
• Achieve set personal and team performance goals consistently.
• Carry out additional duties as assigned.

Requirements and Qualifications

• Preferably 2 or more years of experience in member service call centers or similar member-facing roles.
• At minimum, a high school diploma is required; associate or bachelor's degree preferred.
• Computer literacy with strong multitasking capabilities.
• Exhibit professionalism, enthusiasm, empathy, and dedication to service.
• Strong active listening skills to identify issues accurately and ensure effective resolutions.
• Excellent communication, organization, and time management abilities.
• Must be a permanent resident of one of these states: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT, or TX.
• Legal authorization to work in the U.S. without employer sponsorship now or in the future is mandatory.
• A dedicated, private workspace with appropriate internet speed is required to support remote work from home.

Compensation and Benefits

• Hourly wage of $17.
• PTO available after 60 days of employment with an expectation of perfect attendance during the first 60 days.
• Health care coverage including medical, dental, and vision.
• Short and long-term disability plans.
• Retirement savings plan (401k).
• Equipment needed for the role is provided.

Additional Information

The anticipated start date is Monday, September 14th. This position requires commitment to attendance and offers a dynamic role supporting valuable member services in a thriving company culture.