How Remoteville checks and expires listings
Member Support Agent
Skills
Business Process ImprovementConstructive FeedbackCritical ThinkingCustomer SupportHandle Confidential InformationKey Performance IndicatorsPhone Etiquette
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2 years of front-facing or remote customer service experience preferably in health or tech
- Strong phone resolution and technical skills with the ability to navigate multiple systems at once
- Outstanding verbal and written communication skills; clear and empathetic communicator
- Experience with industry metrics of Quality CSAT and Productivity
- Experience with iOS Mac Slack and Google Suites preferred; familiarity with Zendesk or similar tools
- Proven track record of exceeding expectations high performer
- Ability to solve problems creatively and critically using set protocols and processes
- Act with discretion when handling confidential information
- Highly self-directed adaptable and receptive to feedback in a fast-paced environment
- Personable and enjoys building relationships with members
- Accountable and open to giving and receiving constructive feedback
- Process-oriented always looking to improve team efficiency
- Proactive and anticipates team needs
Nice to have
- Team collaboration
- Familiarity with Zendesk
- Positive attitude
- Calm demeanor
Day to day
- Evaluate and reply to phone calls and emails from members and prospective applicants about program-related questions such as how to use the mobile and web apps linked devices insurance coverage billing application status and all other program features
- Provide exceptional member experience with a commitment to quality care and meaningful interactions
- Manual processes including matching coverage to applicants during the application process
- Process applications accurately and in a timely manner
- Increase member satisfaction by meeting and exceeding support key performance indicators
- Collaborate with peers and cross-functional teams to improve Member Support processes
- Handle sensitive member information with discretion and confidentiality
- Work on special short-term projects to offer customized support for new products or enhancements
- Develop and maintain knowledge of our products processes and systems