RBP Member Services Representative

Member Services Representative

The role of Member Services Representative is primarily responsible for providing attentive customer services to Personify Health's clients. This role manages both incoming calls from clients regarding a variety of requests and assists members with technical issues related to the website or products.

Using top-notch interpersonal skills able understand customers' inquiries or complaints and deal effectively with callers who may be frustrated or angry

Handling incoming calls from members and clients regarding a variety of requests

Demonstrate and maintain professional oral and written communication with customers, co-workers, and other Personify staff

Navigating multiple databases simultaneously for member research and resolution

Answering questions about client and product design as well as Personify's involvement with members' overall wellbeing

Assisting members with any technical issues related to website or products and escalate issues to as necessary

Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections

Identifying, researching, and resolving customer issues using Personify databases

Follow-up on customer inquiries not immediately resolved

Accepting repetitive work tasks performed in a confined work area

Consistently meeting established performance and quality standards

Maintenance of thorough knowledge of systems so that information can be researched, and proper information is given to members

Learning and retain a thorough working knowledge of all existing and new products and services

Discipline to work from home as business needs dictate.

All other duties as assigned.

High school diploma or equivalent required

Some University or Post-secondary Education preferred

Must have at least one year customer service experience in a call center environment

Familiar with cloud-based contact center software desirable

Excellent written and verbal communication skills

Strong personal computer usage and Internet proficiency skills

Ability to type 30 wpm minimum with accuracy

Flexible with scheduling as business needs dictate

Ability to listen attentively and to 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

Must be able to learn quickly in a fast-paced environment

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

Must be able to remain in a stationary position 50% of the time.

The person in this job needs to occasionally move about inside the office to access office machinery, filing cabinets and meeting facilities.

Constantly operates a computer and other office productivity machinery, such as copy machine, computer printer, calculator, etc.

Frequently positions self to maintain files in file cabinets.

Frequently moves boxes or equipment weighing up to 25 pounds.

Must communicate information and ideas so others understand. Must be able to exchange accurate information in these situations.

Must be able to observe details at close range.

This job description is not intended to contain a comprehensive list of activities, duties, or responsibilities, but constitutes a general description of the scope and function of the role within the company. Activities, duties, and responsibilities are subject to change at any time with or without notice.

Competitive base salary and benefits effective day one

Comprehensive medical and dental through our own health solutions (yes, we use what we build)

Paid Time Off—rest and recharge time is non-negotiable

Mental health support, retirement planning, and financial protection

Professional development with clear career progression and learning budgets

Mission-driven culture where diverse perspectives drive real impact on people's health

Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.