Retention Specialist

MASA; Fort Lauderdale (FL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health, dental & vision insurance

15 days PTO

401(k) with employer match

On-site work that supports a mission

Job summary

MASA, based in Fort Lauderdale, FL, seeks a Member Retention Specialist to welcome members, explain coverage, and ensure confidence from the first contact. This on-site role emphasizes friendly, proactive support and accurate information management.

You will conduct welcome calls, confirm details, and articulate membership benefits while documenting interactions in the CRM. The position offers a stable schedule and a focus on member satisfaction.

Qualifications

• High school diploma or equivalent is required.
• At least 1 year of customer service or phone-based support experience.
• Strong verbal communication and a professional, friendly tone.
• Active listening and interpersonal skills to build trust quickly.
• Proficiency with computer systems and basic Microsoft tools (Outlook, Teams).

Responsibilities

• Conduct welcome calls to new members and confirm key information for accurate materials delivery.
• Explain membership benefits and welcome package contents clearly and confidently.
• Build rapport and provide personalized support to make members feel valued.
• Identify and refer upsell opportunities to senior specialists with commission potential.
• Accurately document all member interactions and updates in the CRM system.
• Escalate complex or sensitive issues to ensure timely resolution.
• Support additional team needs and projects as assigned.

Skills

Verbal communication

Active listening

CRM documentation

Outlook proficiency

Time management

Education

High school diploma or equivalent

Tools

Outlook

Teams

Job description

This is a full-time, on-site position based in Fort Lauderdale, FL

At MASA, we serve over 2 million members with emergency medical transportation coverage - and we treat every one of them like a VIP. As a Member Retention Specialist, you’ll set the tone for each member’s experience by offering a warm welcome, answering questions, and helping them feel confident in their coverage from the very first interaction.

• Pay: base pay of $19.00 per hour. Total annual compensation typically ranges $50,000 - $60,000.
• Benefits: health, dental & vision insurance, 15 days PTO, 401(k) program with an employer match, and more.
• Work Schedule: Monday-Friday 8:45 AM - 5:15 PM.
• Location: 1901 W Cypress Creek Road, Fort Lauderdale, FL 33309.

About Us

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com

What You Will Do

• Conduct welcome calls to new members, confirming key information like name spelling and address to ensure accurate delivery of materials.
• Explain membership benefits and welcome package contents clearly and confidently.
• Build rapport and provide personalized support to make each member feel valued and understood.
• Identify and refer upsell opportunities to senior specialists - earning commission on successful upgrades.
• Accurately document all member interactions and updates in the CRM system.
• Escalate complex or sensitive issues appropriately to ensure timely resolution.
• Support additional team needs and projects as assigned.

What You Bring

• A high school diploma or equivalent (required)
• At least 1 year of customer service or phone-based support experience
• Strong verbal communication skills and a professional, friendly tone
• Active listening and interpersonal skills that help you build trust quickly
• Proficiency using computer systems and basic Microsoft tools (Outlook, Teams)
• A sense of responsibility when handling member information with care and confidentiality
• Dependable time management and ability to work independently in an on-site team environment

Why We Think You'll Love This Opportunity

• Purpose-driven work – Help people during life’s most critical moments while delivering compassionate, high-impact service.
• Room to grow – Develop your skills, contribute to team success, and earn commission through qualified referrals.
• Supportive team culture – You’ll be part of a collaborative and caring environment built on trust and teamwork.
• ACCTT values in action – At MASA, we live our values of Accountability, Compassion, Customer Service Excellence, Trust, and Teamwork.
• Professional setting – Join us on-site in Fort Lauderdale, FL, and be part of a mission-driven team that treats every member like a VIP.

What We Will Provide You

• Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
• An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!