Member Services Representative

OverviewNow is the time to join us!We're Personify Health. We're the first and only personalized health platform company to bring health, wellbeing, and navigation solutions together. Helping businesses optimize investments in their members while empowering people to meaningfully engage with their health. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we're shaping a healthier, more engaged future.ResponsibilitiesWho are you?The role of Member Services Representative is primarily responsible for providing attentive customer services to Personify Health's clients. This role manages both incoming calls from clients regarding a variety of requests and assists members with technical issues related to the website or products.In this role you will wear many hats, but your knowledge will be essential in the following:Using top-notch interpersonal skills able understand customers' inquiries or complaints and deal effectively with callers who may be frustrated or angryHandling incoming calls from members and clients regarding a variety of requestsDemonstrate and maintain professional oral and written communication with customers, co-workers, and other Personify staffNavigating multiple databases simultaneously for member research and resolutionAnswering questions about client and product design as well as Personify's involvement with members' overall wellbeingAssisting members with any technical issues related to website or products and escalate issues to as necessaryPossess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phoneUsing excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objectionsIdentifying, researching, and resolving customer issues using Personify databasesFollow-up on customer inquiries not immediately resolvedAccepting repetitive work tasks performed in a confined work areaConsistently meeting established performance and quality standardsMaintenance of thorough knowledge of systems so that information can be researched, and proper information is given to membersLearning and retain a thorough working knowledge of all existing and new products and servicesDiscipline to work from home as business needs dictate.All other duties as assigned.You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.QualificationsWhat you bring to the Personify Health team:In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:High school diploma or equivalent requiredSome University or Post-secondary Education preferredMust have at least one year customer service experience in a call center environmentFamiliar with cloud-based contact center software desirableExcellent written and verbal communication skillsStrong personal computer usage and Internet proficiency skillsAbility to type 30 wpm minimum with accuracyYou also take pride in offering the following Core Skills, Competencies, and Characteristics:Flexible with scheduling as business needs dictateAbility to listen attentively and to use information provided to assist members specific needsStrong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environmentStrong customer service, analytical and decision-making skillsMust be able to learn quickly in a fast-paced environmentAbility to organize and follow-up on multiple tasks/details with accuracy and timelinessAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAbility to learn and navigate new software quicklyNo candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $18.00 to $21.00 per hour. Note that compensation may vary based on location, skills, and experience. This position is eligible for $675 target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.#WeAreHiring #PersonifyHealthBeware of Hiring Scams: Personify Health will never ask for payment or sensitive personal information such as social security numbers during the hiring process. All official communication will come from a verified company email address. If you receive suspicious requests or communications, please report them to talent@personifyhealth.com. All of our legitimate openings can be found on the Personify Health Career Site.Application Deadline: Open until position is filled.