Member Experience Specialist - Customer Support

Addison Group; Columbia (TN); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

Addison Group is seeking a Member Experience Advocate I to support the efforts of the Member Experience Manager in Columbia, TN. You will resolve Member Service inquiries from internal and external customers and document each inquiry in the Salesforce/Broker Portal system with accurate actions.

Key responsibilities include routing calls to the appropriate specialists, maintaining inboxes, and meeting performance goals while collaborating with leadership.

Qualifications

• A high school diploma or equivalent is required.
• At least 1 year of customer service experience preferred.
• Must meet minimum performance expectations if internal.

Responsibilities

• Provide an excellent level of service to internal and external customers.
• Coordinate with Member Experience Team Leader to develop career path advancement goals.
• Direct claims calls to UMR or Medicare Supplement Specialist as applicable.
• Effectively communicate and document inquiries in Salesforce/Broker Portal.
• Identify OLH changes/recommendations and report system issues.
• Maintain monthly performance metrics and meet department scorecard goals.
• Manage multiple projects and priorities and work overtime as needed.

Skills

Multitasking

Independent work

Call logging

Customer service

Interpersonal skills

Communication skills

Organizational skills

Time management

Microsoft Office

Decision making

Analytical skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Outlook

Excel

Job description

Addison Group is seeking a Member Experience Advocate I to support the efforts of the Member Experience Manager in Columbia, TN. You will resolve Member Service inquiries from internal and external customers and document each inquiry in the Salesforce/Broker Portal system with accurate actions.

Key responsibilities include routing calls to the appropriate specialists, maintaining inboxes, and meeting performance goals while collaborating with leadership.