Member Support Specialist – Call Center

BrightKey, Inc; Corridor North (MD); On-site; USD 51,577,000 - 57,308,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

401k program

Paid Time off

10 paid holidays

Job summary

BrightKey, Inc. is seeking a Call Center Representative to serve as the first contact for members, addressing inquiries and resolving issues with professionalism across calls, emails, and chat. This onsite role offers a stable schedule and a chance to contribute to a long-standing organization.

You will manage account details, process renewals, assist with reporting, and maintain precise CRM records. The position emphasizes customer care, teamwork, and adherence to privacy standards.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Prior experience as a professional Call Center Representative, two or more years preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle a high volume of calls and emails with professionalism and efficiency.
• Proficient in using computer systems and software applications including MS Office (Outlook and Excel).
• Compassionate and empathetic, with a genuine desire to help others.
• Ability to work independently and as part of a team.
• Flexible and adaptable to changing priorities and tasks.

Responsibilities

• Serve as the first point of contact for members, handling inbound and outbound calls, emails, and chat inquiries.
• Assist members with account management tasks, including updating contact information, processing membership renewals, and resolving billing issues.
• Troubleshoot and resolve member concerns promptly, escalating complex issues to the appropriate team as necessary.
• Assist customers with reporting services that can include data reporting, financial/budget reporting or other information gathering.
• Maintain detailed and accurate records of member interactions in the CRM system.
• Proactively identify opportunities to enhance the member experience and share feedback with the team.
• Ensure compliance with organizational policies, privacy standards, and service level agreements.
• Document all customer interactions and update records accurately in the database.
• Collaborate with team members to ensure a seamless customer experience.
• Identify and elevate priority issues to the appropriate team members or departments.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

MS Office (Outlook)

MS Excel

Job description

BrightKey, Inc. is seeking a Call Center Representative to serve as the first contact for members, addressing inquiries and resolving issues with professionalism across calls, emails, and chat. This onsite role offers a stable schedule and a chance to contribute to a long-standing organization.

You will manage account details, process renewals, assist with reporting, and maintain precise CRM records. The position emphasizes customer care, teamwork, and adherence to privacy standards.