Member Support Representative III - Support

Responsibilities

• Handle inbound phone, video, email, and chat communications to assist members through identity verification.
• Guide members through verification requirements and troubleshoot technical issues.
• Address account recovery, login problems, and access concerns while following security protocols.
• Maintain professionalism and empathy when resolving member inquiries and de-escalating conflicts.
• Document interactions accurately and comply with privacy regulations.
• Meet performance metrics, including response times and customer satisfaction scores.
• Apply coaching and training techniques to achieve performance goals.
• Follow the Quality Assurance program and related policies.
• Collaborate with team leads and management to improve verification processes.
• Stay current on company policies, procedures, and industry regulations.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer support experience, preferably in a contact center.
• At least 1 year of experience using Mac and PC platforms for daily operations.
• Willingness to work onsite five days per week.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to handle sensitive information confidentially.
• Ability to work in a fast-paced environment with changing priorities.
• Reliable attendance and a self-managing, team-oriented work ethic.

Nice-to-haves

• Experience with video conferencing software such as Zoom.
• Proficiency with Google Suite.
• Experience with ticketing software such as Zendesk.
• Passion for learning and continuous improvement.

Compensation and Benefits

• Full-time, 40-hour workweek with overtime opportunities.
• Multiple shifts available in a 24/7 contact center.
• Competitive salary and benefits package.
• Night and overnight shift differential.
• Medical, dental, and vision insurance.
• 15 days of accrued paid time off annually.
• Paid training and ongoing professional development.