Member Support Specialist, Transcarent

• 2+ years experience in customer support, customer operations and/or contact center operations
• Impeccable customer service skills with a relentless desire to exceed expectations
• Basic computer skills necessary, Mac/iOS preferred
• Experience with CRM tools, Zendesk & Salesforce strongly preferred
• Experience with Microsoft Suite, Word and Excel preferred
• Exceptional verbal and written communication skills
• Strong attention to detail
• Demonstrated ability to remain calm under pressure
• Comfort giving and receiving direct feedback
• Remote experience preferred

Desirable

• The Member Support Specialist reports to the Sr. Manager of Member Support and is responsible for providing world-class operations support to members and internal teams
• In this role, you will contribute to excellent support metrics and provide feedback on areas of opportunity for relentless improvement
• Your work will be critical to delivering superior customer care to a rapidly growing member base
• *This is a full-time work-from-home role. Working hours are 7:30am – 4:30pm PT
• Deliver high-quality, frontline customer support to agreed-upon service levels
• Efficiently review customer contacts and provide actionable insights that drive process improvements to enhance customer experience and eliminate friction-causing roadblocks
• Be a subject matter expert on Transcarent products, services, policies, processes and workflows, both internally and externally
• Partner with management on support improvements, including process, training and workflow gaps
• Collaborate on dedicated customer-facing work, with special projects as assigned by leadership
• Create phenomenal member experiences to ensure retention by quickly and clearly addressing questions via chat, phone and email