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Member Services Specialist

2 months ago

Camdenton, United States Daxko Full time

Company Description


Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.


Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.


Job Description


As a Member Services Specialist, you will play a pivotal role in providing outstanding member management, electronic billing, and recovery services on behalf of our valued software customers. Serving as an extension of our customers' Accounts Receivable and Member Management functions, you will have the responsibility of executing Full-Service Billing services through Daxko software systems while interacting with members directly.


In addition to managing member billing data and applying applicable return fees, you will expertly handle membership holds, freezes, and terminations, while ensuring timely resolution of any unresolved billing issues. Your exceptional communication skills will come to the fore as you engage in member outreach activities to enhance their experience and drive greater satisfaction.


Overall, your contribution as a Member Services Specialist will be instrumental in establishing our brand as a trusted partner in the provision of exceptional services to our customers and their members.


Local to Camdenton, MO or Birmingham, AL


This is a full-time, hourly, non-exempt hybrid work position.


Hours will be the following:

  • Monday through Friday 8am - 5pm CT


You will also:

  • Interact with members via email, inbound, and outbound phone calls
  • Manage a high volume of inbound and outbound calls
  • Respond promptly, accurately, and respectfully to member inquiries
  • De-escalate situations involving dissatisfied members and offer patient assistance and support
  • Review member accounts, investigate and diagnose member billing issues
  • Maintain accuracy of member financial records
  • Leverage Daxko software to successfully bill / reconcile member billing matters, and to generate monthly reports as needed
  • Follow all organizational compliance policies and standard operating procedures
  • Consistently meet weekly, monthly, and quarterly key performance indicators.
  • Participate in and/or lead team trainings to grow product and service expertise
  • Effectively collaborate with staff at all levels in the organization.


Qualifications


  • Six months of Customer Service or equivalent experience
  • Strong computer and multi-tasking skills
  • Experience using CRM software, such as Salesforce
  • Strong interpersonal and communication skills, including active listening
  • Exceptional customer service skills including patience and empathy
  • Critical thinking and problem-solving skills
  • Ability to work independently, manage time effectively, and take initiative
  • Ability to work effectively in a fast-paced, high-volume call center environment
  • Strong attention to detail
  • High school diploma or equivalent


Bonus points for:


  • Bachelor’s degree
  • Bilingual
  • One (1) or more years’ Customer Service experience preferred
  • Ability to speak a second language in addition to English
  • Demonstrated ability to effectively handle escalated customer issues


Additional information


Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.


We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include:


Flexible paid time off

⚕️ Affordable health, dental, and vision insurance options

Monthly fitness reimbursement

401(k) matching

New-Parent Paid Leave

1-month paid sabbatical every 5 years

Casual work environments

Remote work


All your information will be kept confidential according to EEO guidelines.