Customer Engagement Representative

2 weeks ago


Marquand, Missouri, United States WebMD Health Full time

Position Overview:

As a key member of the WebMD Health team, the Member Support Representative plays a vital role in delivering exceptional service to our users. This position is focused on assisting customers through primarily written communication, ensuring their inquiries are addressed efficiently and effectively.

Key Responsibilities:

  • Deliver outstanding customer service and aim for resolution in a single interaction.
  • Manage incoming requests and tickets, while also contributing to special projects as needed.
  • Guide users through registration processes, login challenges, and account modifications.
  • Provide assistance with continuing medical education (CME) inquiries.
  • Support users in navigating the WebMD/Medscape platforms and applications.
  • Address general questions regarding Medscape functionalities and features.
  • Resolve issues related to participant management requests, including technical difficulties and payment concerns.
  • Collaborate with project management on escalated issues, ensuring thorough follow-up.
  • Respond to feedback accurately and escalate as necessary to improve services.
  • Utilize CRM tools effectively to document interactions and manage inquiries with professionalism.
  • Strive to meet productivity and quality benchmarks consistently.

Qualifications:

  • High School Diploma or equivalent.
  • Positive attitude and ability to work collaboratively within a team.
  • Proven customer service skills with a focus on problem-solving.
  • Excellent written and verbal communication abilities.
  • Strong organizational skills with the capacity to manage multiple tasks.
  • Detail-oriented with strong listening capabilities.
  • Proficient in software applications, including MS Word and Google Docs.
  • Ability to convey the appropriate tone in written communication.
  • Flexibility to work varied schedules and overtime as required.

Preferred Qualifications:

  • Two or more years of experience in a customer service or call center environment.
  • Familiarity with CRM systems and customer service practices.
  • Bachelor's degree or relevant experience in a health-related field.


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