Job description

Member Support Specialist
Reports to: Operations Manager – Member Support Services
Position: Full-time, salaried
Location: Walnut Creek, CA (Remote)
Salary Range: $38k-$40k DOE

Overview:

RecoveryOne is a digital health company that is revolutionizing recovery from muscle and joint injuries. Our members are everyday people working to decrease their pain, increase joint function, and get back to their normal lives. We empower them to receive and manage their care from the convenience and safety of their homes, which is critical in this COVID-19 era. To help our members, we bring together our technology platform, behavior change expertise, the best medical evidence and our network of physical therapists to deliver care in a new and better way.

We are looking for a world-class Member Support Specialist who is passionate about our mission; comfortable in a dynamic, start-up environment; highly collaborative; and supportive. This individual will serve as the face of ROne and focus on the member experience by identifying and resolving member issues within the product and promoting and preserving our superior member satisfaction rating.

The qualities of a Member Support Specialist include excellence in communication, a high level of empathy, a passion for service, a high level of integrity, detail oriented, compassionate, and organized.

Join us and make a difference!

Responsibilities:

• Serve as primary point of contact for inbound calls, live chat and email inquiries

• Collaborate with cross-functional teams to escalate member issues appropriately and work to resolve member issues

• Proactively outreach to members to discuss and review satisfaction surveys, to request product testing participants, reviews, and testimonials

• Provide Level 1 and Level 2 tech support through in-depth understanding of the product to troubleshoot, duplicate errors, problem solve, and to maintain member accounts

• Document all member cases using customer relationship management system

• Perform other department administrative and reporting functions as needed

• Learn, understand, and adapt to new technologies as this position and responsibilities will grow.

• The hours for the position are subject to change based on the needs of the company. Weekend flexibility is required.

Skills & Requirements:

• Bachelor’s degree or equivalent work experience required

• Prior customer service experience required (1-2 years)

• Ability to effectively communicate both verbally and in writing with members, partners, and peers.

• Advanced customer service, problem solving, critical thinking, and interpersonal skills with a focus on quality and professionalism

• Customer-centric and motivated to help people

• Basic knowledge of product software development and programming languages preferred

• Technically competent with knowledge of MS Office and proficient with relevant tools and technologies including but not limited to ZenDesk.

• Functional knowledge of digital communication tools such as RingCental and SnapEngage (preferred)

• Familiarity with HIPAA regulations and the guidelines for proper handling of protected health information (PHI) preferred

• Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or Department policies

• Strong attention to detail and sense of urgency

• Ability to multitask, prioritize, and follow through on tasks, projects, and assignments

• Dependable and reliable self-starter. Comfortable and capable of working independently and collaboratively

• Excels in a fast-paced, start-up environment

• Healthcare and/or medical office experience preferred

Job Type: Full-time

Pay: $40,000.00 - $42,000.00 per year

Benefits:

• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance
• Work from home

Schedule:

• Day shift
• No nights
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 1 year (Required)

Work Location: Remote

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