[Hiring] Member Services Representative @Personify Health

Role Description

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.

• Using top-notch interpersonal skills to understand customers’ inquiries or complaints and deal effectively with callers who may be frustrated or angry.
• Handling incoming calls from members and clients regarding a variety of requests.
• Demonstrating and maintaining professional oral and written communication with customers, co-workers, and other Personify staff.
• Navigating multiple databases simultaneously for member research and resolution.
• Answering questions about client and product design as well as Personify’s involvement with members’ overall wellbeing.
• Assisting members with any technical issues related to website or products and escalating issues as necessary.
• Possessing a professional and friendly attitude and being able to quickly develop a rapport with customers over the phone.
• Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
• Identifying, researching, and resolving customer issues using Personify databases.
• Following up on customer inquiries not immediately resolved.
• Accepting repetitive work tasks performed in a confined work area.
• Consistently meeting established performance and quality standards.
• Maintaining thorough knowledge of systems so that information can be researched, and proper information is given to members.
• Learning and retaining a thorough working knowledge of all existing and new products and services.
• Discipline to work from home as business needs dictate.
• All other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Some University or Post-secondary Education preferred.
• Must have at least one year customer service experience in a call center environment.
• Familiar with cloud-based contact center software desirable.
• Excellent written and verbal communication skills.
• Strong personal computer usage and Internet proficiency skills.
• Ability to type 30 wpm minimum with accuracy.
• Flexible with scheduling as business needs dictate.
• Ability to listen attentively and to use information provided to assist members with specific needs.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Strong customer service, analytical, and decision-making skills.
• Must be able to learn quickly in a fast-paced environment.
• Ability to organize and follow up on multiple tasks/details with accuracy and timeliness.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
• Ability to learn and navigate new software quickly.

Requirements

• Must be able to remain in a stationary position 50% of the time.
• The person in this job needs to occasionally move about inside the office to access office machinery, filing cabinets, and meeting facilities.
• Constantly operates a computer and other office productivity machinery, such as copy machine, computer printer, calculator, etc.
• Frequently positions self to maintain files in file cabinets.
• Frequently moves boxes or equipment weighing up to 25 pounds.
• Must communicate information and ideas so others understand.
• Must be able to observe details at close range.

Benefits

• Competitive base salary and benefits effective day one.
• Comprehensive medical and dental through our own health solutions (yes, we use what we build).
• Paid Time Off—rest and recharge time is non-negotiable.
• Mental health support, retirement planning, and financial protection.
• Professional development with clear career progression and learning budgets.
• Mission-driven culture where diverse perspectives drive real impact on people's health.