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The Member Services Specialist role is an integral part of the GovX Customer Contact Centers success, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. Guiding, teaching, and leading our Member Services and operations to success with their service interactions through process, product, quality assurance and escalation support. The role supports the day-to-day business through the support of the Expert teams, and through their ability to shift gears from floor leader to project support, to front line ticket support as business needs dictate. The role reports directly to the Customer Operations Manager.

Location: San Diego, CA | 3 Days In-Office / 2 Days Work from Home

Salary: $35,360-$45,760 Annually

*Position will require successful completion of a background check and drug testing prior to starting employment. *

Requirements

• 1-2 years of customer service experience roles (serving direct customers)
• 2 years high volume customer contact center experience preferred.
• 2 years high volume omnichannel operations experience desired.
• Ability to intake information at high volume to prioritize actions and next steps.
• Ability to work across multiple computer-based platforms concurrently (3-5 internal tools at the same time).
• Ability to track, trend, record data and customer information to support department level solutions.
• Proficient in Microsoft office products: word, excel, PowerPoint, outlook.
• Professional communication skills: verbal, written, 1:1, group, in-person, on video platform or conference calls.
• Track record of reliability for shift coverage and adhering to work schedule with prior roles.
• Track record of exemplary attendance with prior role.
• Track record of performance and production in prior roles.
• Track record of professional demeanor and ethical conduct demonstrated in prior roles.
• Ability to perform well in a highly dynamics, diverse, and rapidly changing environment.
  

Primary Responsibilities

• Support a shift of Experts through helpdesk style support for product, process, operations, logistics, and escalation support.
• Provide direction, guidance, and training as needed to support day-to-day operational questions to a large team of omnichannel Experts.
• Handle escalated customer situations with the utmost professionalism using win-win methods and tactics.
• Track, trend, and problem solve customer and business challenges to improve business methods and procedures.
• Provide leadership and guidance to Expert staff during times of high-volume traffic to ensure service levels are met.
• Prioritize triage support and escalation requests from the floor and business partners.
• Provide accurate and timely solutions and support to Expert questions and customer escalations.
• Provide guidance and direction consistent to GovX Contact Center or brand product, process, and operations.
• Deliver customer retention or customer relations tasks and actions.
• Project management support and other offline work as business needs dictate
• Vendor support for all GovX affiliate partners, vendors, or brands
• Complete department projects and special assignments in time, and efficiently as business need dictate
• Be or become the subject matter expert for GovX process, guidelines, and workflows.
• Support direct to consumer requests based on business needs and member demand.

Benefits

• Competitive healthcare, vision, dental, 401k and Paid Time Off.
• Employee discounts on thousands of products.
• Collaborative, positive work environment within a virtual office setting.
• Developmental opportunities based on your performance.
• Work from Home Flexibility.