Member Support Specialist

At Medical Guardian, we empower our members to live a life without limits. We do this by offering best-in-class service for members who own our medical alert devices. As a Member Support Specialist, you will play a critical role by working directly with our members and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture.

This role offers our members peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our members, and we are dedicated to the Medical Guardian mission. If this sounds like the right fit for you, please read on to learn more.

Schedule:

Two (2) shifts are available for this role and are assigned due to business needs. If you have a preference, please discuss with the hiring manager during your interview. A sample of shift times are as follows:

• 1st Shift: 9 AM (8:55 AM for huddle) – 5:30 PM / 6 PM (on Monday) EST (4 weekdays + Saturday or Sunday > 9 AM – 5 PM EST)
• 2nd Shift: 11:30 AM – 8 PM Eastern time. 5 weekdays (Mon-Fri)
• For this role: We are seeking experienced member service professionals and those who are caring and compassionate to join our team.
• Equipment is provided.
• Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT and TX only.
• Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
• Start Date: MONDAY, November 2nd
• Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days.
• A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.
• Key Duties and Responsibilities: Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.
• Guide callers through troubleshooting, navigating the company site or effectively using the products or services.
• Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.
• Perform account updates as needed and thoroughly document conversations to keep member records complete and current.
• De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.
• Be a company brand ambassador, promoting the value of additional products and services during service calls.
• This includes selling add-ons to existing members.
• Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.
• Meet personal/team qualitative and quantitative performance objectives.
• Perform other duties and responsibilities as assigned.

Requirements

• Must be able to consistently work full shift with prescheduled (2) 15 minutes breaks and (1) 35-minute lunch break that are optimized around the business need.
• Desired Experience: 2+ years previous member service call center or member-facing experience desired.
• Required Skills: Associate or bachelor’s degree (preferred); high school diploma required
• Computer proficient with the ability to multi-task
• Professional, enthusiastic and kind with a passion for serving
• Effective active listening skills with ability to probe to ensure appropriate resolution
• Strong communication, organization and time-management skills