Member Support Specialist

Medical Guardian

2d•Remote

About The Position

Medical Guardian seeks a caring and compassionate Member Support Specialist to assist members and their loved ones with medical alert devices. The role involves helping members with product activations, troubleshooting, billing, orders, and other account services. Specialists provide peace of mind and support the company’s mission in a friendly, team-oriented environment. The position pays $17 per hour. Two shifts are available and assigned according to business needs: a first shift that includes four weekdays plus Saturday or Sunday, generally 9:00 a.m. to 5:00 p.m. EST (with a Monday end time of 5:30 or 6:00 p.m. and a 8:55 a.m. huddle), or a second shift Monday through Friday from 11:30 a.m. to 8:00 p.m. Eastern. Employees must be able to work their full scheduled shift with two prescheduled 15-minute breaks and one 35-minute lunch, timed around business needs. Equipment is provided. The role requires permanent residency in one of the listed states and legal authorization to work in the United States without current or future employer sponsorship. A dedicated private home workspace with appropriate internet speed is required. Paid time off becomes available after 60 days, and candidates are asked to commit to perfect attendance during those first 60 days. The stated start date is Monday, December 7th.

Requirements

High school diploma required.
Computer proficiency and ability to multitask.
Professional, enthusiastic, kind demeanor and a passion for serving.
Effective active-listening skills and ability to ask probing questions to ensure appropriate resolution.
Strong communication, organization, and time-management skills.
Legal authorization to work in the United States without employer sponsorship now or in the future.
Permanent residency in one of the following states: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT, or TX.
Ability to work the full assigned shift with the scheduled breaks and lunch.
Dedicated private home workspace with appropriate internet speed.

Nice To Haves

Two or more years of previous member-service call center or member-facing experience.
Associate or bachelor's degree.

Responsibilities

Answer incoming calls from members and caregivers who need assistance with orders, products, billing, or other account services.
Guide callers through troubleshooting, navigating the company website, and effectively using products or services.
Maintain thorough knowledge of Medical Guardian products, services, and billing practices to provide accurate and complete information.
Update accounts as needed and document conversations thoroughly so member records remain complete and current.
De-escalate dissatisfied members, research issues, and offer solutions.
Promote the value of additional products and services during service calls, including selling add-ons to existing members.
Communicate positively with internal and external members and collaborate with teammates to improve the member experience.
Meet personal and team qualitative and quantitative performance objectives.
Perform other duties and responsibilities as assigned.