Member Support Specialist

Five Star Solutions•New Orleans, LA

2d•Remote

About The Position

The Member Support Specialist is the first point of contact for members, clients, or customers. The role handles inbound and outbound calls, responds to text messages and emails, manages case work, documents interactions accurately, and supports a positive customer experience. The position is remote for candidates residing in AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY. This is a full-time, 40-hour-per-week position. Working hours are 8:00 a.m. to 7:00 p.m. CST, Monday through Friday. Paid training typically lasts one to two weeks and runs from 8:00 a.m. to 5:00 p.m. CST, Monday through Friday. Starting pay is $14 per hour, with an additional $1 per hour shift differential for nights and weekends. The role is benefit-eligible on the first day of the month after 60 days.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Excellent active listening skills.
Strong interpersonal and relationship-building abilities.
Ability to communicate clearly, professionally, and empathetically.
Strong attention to detail and commitment to accuracy.
Ability to manage multiple tasks and priorities simultaneously.
Strong organizational and time-management skills.
Ability to work independently and as part of a team.
Proficiency with CRM, case management, or customer support systems.
Basic computer and data-entry skills.

Nice To Haves

Minimum one year of customer service, call center, support, or case management experience preferred.

Responsibilities

Handle inbound and outbound phone calls professionally and efficiently.
Respond to customer inquiries via text, email, and other communication channels.
Create, update, and manage customer cases within company systems.
Document all interactions accurately and completely.
Resolve routine customer issues and inquiries at first contact whenever possible.
Escalate complex issues to the appropriate team when necessary.
Follow established processes, workflows, and compliance requirements.
Maintain accurate records and ensure data integrity.
Monitor open cases and follow up as needed to ensure timely resolution.
Meet quality, productivity, and service-level expectations.
Collaborate with internal teams to resolve customer concerns.
Provide a positive, empathetic, and professional customer experience.