Member Support Associate

Lively

2d•Remote

About The Position

Lively is looking for a Member Support Associate to join their team. This role is focused on providing top-notch customer service over the phone, through email, and chat. The ideal candidate will be curious, excited, and empathetic, able to help customers by answering their questions and concerns related to Lively's products. While knowledge of healthcare or finance is not required, it is a plus. The position is fully remote and requires the candidate to be based within the United States, excluding California and Alaska. The role involves simplifying complex tasks, generating bug reports, and creating/resolving task incidents in Jira.

Requirements

Adaptable — Our busy Open Enrollment and tax season (each year from November through April) challenges us to be flexible and adaptable in order to continue to provide excellent support despite high customer volume.
Detail-oriented — You have exceptional attention to detail and can work on various tasks or use diverse systems simultaneously.
Communicator — You bring strong written, verbal, and listening skills, enabling you to understand complex issues, communicate their solutions and deliver an amazing customer experience.
Passionate — We need team members who bring their enthusiasm and empathy to each interaction in order to make a meaningful difference in our customers' lives. You are more than just committed to helping our customers find the answers they need, you want to go above and beyond.
Cool as a Cucumber — You also know how to stay cool, calm, and collected, even when situations get heated.
Team-player — You have a good sense of humor and a down-to-earth personality. We work hard, have fun, and treat people with respect here.
Applicants must be currently authorized to work in the United States on a full-time basis

Nice To Haves

Bachelor’s degree from an accredited college or university is preferred, but not required.
If you are proficient in both English and Spanish that is a big plus!
We encourage you to apply if you do not meet all of the qualifications but feel you would be a good fit for the position.

Responsibilities

Able to work an 8 hour shift from 10:30-7pm MT, Monday - Friday.
Wired (not wi-fi) access to a DSL/Cable internet connection with sufficient speed and stability to minimize connectivity issues.
Customer Service — Help Lively end-users via phone, email, and chat during business hours.
Timely & Accurate Support — Leave each customer happy with accurate and timely information.
Problem Solving — Simplify and solve complex tasks related to all Lively products.
Reporting & Data — Generate bug reports for reproducible product issues, and create and resolve task incidents in Jira for data reconciliation needs.