Member Support Specialist

6 days ago

Charlotte, North Carolina, United States Eliassen Group Full time
Job Title: Member Support Specialist

We are seeking a highly skilled Member Support Specialist to join our team at Eliassen Group. As a Member Support Specialist, you will be responsible for providing exceptional support to our members through various channels, including email, chat, social media, and outbound phone support.

Key Responsibilities:

  • Become a Subject Matter Expert (SME) in evolving services and products to provide consistently excellent support to our members
  • Respond to prioritized member requests across multiple channels, including email, chat, social media, and/or outbound phone support and enable cross-product member visibility
  • Remote support for vendor partners to enable ongoing growth and a reduced escalation rate
  • Partner with cross-functional teams to identify and prioritize members with intent to engage with our services, identify issues/feature requests and documentation or training requirements
  • Other assigned tasks as needed to perform in this role

Requirements:

  • 2-3 years of graduated member support service experience, financial institution preferred. Experience with product value add product/service awareness a plus
  • Excellent customer service skills with a dynamic personality and member-focused approach who rejoices in member and team success
  • Proactive peer mentor who identifies opportunities and takes initiative or ownership to address
  • Proven experience in resolving complex customer issues and managing escalations with internal and external teams
  • Effective communicator in both verbal and written communication. Excellent organization, detail oriented and high level of accuracy
  • Must be flexible and adaptable to work in a rapidly evolving environment

Preferred Experience:

Preferred experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA), and reporting analysis to perform day-to-day support optimization and prioritization.

Benefits:

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

About Eliassen Group:

Eliassen Group is a leading strategic consulting company that provides business and IT services for our clients as they seek to transform and execute strategies that will drive exceptional outcomes.

Leveraging over 30 years of success, we focus on professional services, talent solutions, and life sciences. Eliassen Group offers local community presence and deep networks.

We are committed to positively impacting the lives of our employees, clients, consultants, and the communities in which we operate.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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