Member Service Representative

3 days ago

Covington, Louisiana, United States Virgin Pulse Full time
Overview

At Virgin Pulse, we're shaping a healthier, more engaged future. Our team is dedicated to helping businesses optimize investments in their members while empowering people to meaningfully engage with their health.

Responsibilities
  • Provide attentive customer service to Virgin Pulse clients via phone and email.
  • Manage incoming calls and assist members with technical issues related to the website or products.
  • Navigate multiple databases simultaneously for member research and resolution.
  • Answer questions about client and product design, as well as Virgin Pulse's involvement with members' overall wellbeing.
  • Assist members with any technical issues related to the website or products and escalate issues as necessary.
  • Develop a professional and friendly attitude and quickly develop a rapport with customers over the phone.
  • Use excellent listening skills to understand concerns and overcome objections.
  • Identify, research, and resolve customer issues using Virgin Pulse databases.
  • Follow-up on customer inquiries not immediately resolved.
  • Perform repetitive work tasks in a confined work area.
  • Consistently meet established performance and quality standards.
  • Maintain thorough knowledge of systems to provide accurate information to members.
  • Learn and retain a thorough working knowledge of all existing and new products and services.
  • Work from home as business needs dictate.
Qualifications
  • High school diploma or equivalent required.
  • At least one year of customer service experience in a call center environment.
  • Excellent written and verbal communication skills.
  • High degree of computer literacy with strong working knowledge of Microsoft Office Suite.
  • Ability to type 30 wpm minimum with accuracy.
  • Flexible with scheduling as business needs dictate.
  • Proven experience working in a fast-paced environment while delivering unparalleled customer service.
  • Demonstrated ability to maintain composure and empathy while multi-tasking to solve member needs.
  • Ability to listen attentively and use information provided to assist members' specific needs.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Strong customer service, analytical, and decision-making skills.
  • Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness.
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
  • Ability to learn and navigate new software quickly.

Physical Requirements: Ability to set at desk for prolonged periods of time and work on computer for prolonged periods of time.

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