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Member Services Associate

3 months ago

Chicago, Illinois, United States Cylinder Full time

About Cylinder

Founded in 2021 and offered as an employer benefit, Cylinder (formerly Vivante Health) delivers personalized, clinician-backed care to those suffering from digestive issues through its virtual health platform. Cylinder's tech-forward, human-first program connects members to the right level of support at the right time through an easy interface, bringing the healthcare ecosystem together to align around member needs. Cylinder's dedicated care teams help members proactively address their gut health from every angle – decreasing costs, reducing absenteeism, and improving their quality of life, at scale. Cylinder's vision is to create a world where people receive convenient, personalized, and affordable access to the quality digestive healthcare they need to improve their overall health.

Position Summary

We partner with companies and health plans to offer the Cylinder program to their employees and dependents. We are looking for someone to support the Member Experience from onboarding and throughout their membership in Cylinder. You will be working with Cylinder Members, prospective Members, the Client Success and Clinical Wellness Teams to support this B2B2C business. This position will require 25 hours per week, on average and the schedule will be from 1-6pm Central Time, Monday through Friday.

Responsibilities Include:

  • Maintain a positive, empathetic, and professional attitude toward members at all times.
  • Respond promptly to member inquiries.
  • Communicate with members through various channels - email and live phone support.
  • Acknowledge and resolve customer complaints.
  • Know our product and programming inside and out so that you can answer questions.
  • Process orders, forms, applications, and requests.
  • Keep records of customer interactions, transactions, comments, and complaints.
  • Communicate and coordinate with colleagues as necessary.
  • Ensure customer satisfaction and provide professional customer support.

Desired Qualifications

  • 2+ years of work experience, preferably in a remote capacity
  • Strong customer service orientation
  • Ability to show empathy throughout the member experience
  • Self-directed, highly organized, and ability to multitask
  • Proficient in Microsoft Excel and Google Suite and/or ability to learn other tools
  • Experience with Helpdesk software (Zendesk, Zohodesk, Salesforce)
  • Quiet and professional dedicated workspace, free from distractions throughout the workday
  • Secure, high-speed internet access
  • Experience with customer support platforms a plus

You'll be a good fit here if you are:

  • Great at collaborating in a remote-first environment. This means you thrive working at home, with asynchronous communication and video calls
  • Passionate about helping people improve their gut health
  • Excellent attention to detail
  • Interested in the member experience, curious problem solver
  • Comfortable wearing many hats - we are a fast-paced growth-stage tech company and job descriptions are fluid
  • A problem solver, self-starter, and leader

Cylinder Health is an equal opportunity employer.
We believe safe spaces where everyone can be their authentic selves is the key to a successful team so we welcome and embrace all identities, cultures, and backgrounds.