Member Care Specialist

Thank you for considering a career at Do it Best Group. Explore the opening below and get the application process started today.

Position: Member Care Specialist

Location: Fort Wayne, IN

Job : 3116

# of Openings: 1

Member Care Specialist - Onsite

Level: Hourly

Division / Department: Sales / Member Care

Reports to: Member Care Supervisor

Travel: Minimal travel may be required if needed for training; 2x per year for Fall and Spring Markets

Hours: Monday through Friday from 10:30am to 7:00pm

Prior experience in Customer Service, Administrative Professional, Support, Call Center, Phone Triage is preferred.

This group provides member care which includes support for members with questions, issues, and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member‑facing support areas.

• Participate in phone support rotation / group receiving member calls.
• Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, market sites. Maintain content in areas of responsibility.
• Troubleshoot reported portal and application errors.
• Provide full support and administration of the Mobile Assistant program.
• Provide support for the Market Savings Builder application.
• Escalate calls to 2nd level support, Infrastructure or business users as appropriate.
• Monitor 2nd level call alerts keeping users updated on issue status.
• Generate member reports.
• Test new applications or modifications to the member‑facing applications.
• Train and stay current on new applications and changes to member‑facing applications.
• Utilize call tracking software for knowledge base and historical research.
• Train new member owners and Do it Best team members on system use and application.

• High School Diploma or equivalent.
• Experience with personal computers.
• Knowledge of Microsoft 365.
• Knowledge of internet communications.
• Experience with training/mentoring/coaching/helping others understand a process.
• Problem solving experience.
• Experience providing phone support to end users.

• Good communication skills.
• Organized.
• Patience and calm demeanor.
• Testing / quality assurance skills.
• Create and edit Google documents.
• Excellent phone communication skills.
• Ability to juggle multiple open issues and prioritize for urgency.
• Ability to create and edit access database applications.

• Full insurance benefits package including Medical, Dental, and Vision.
• Paid time off to foster work/life balance.
• Profit sharing.
• Bonus pay opportunities.
• Retirement funding opportunities.