Member Retention Specialist
$50,000–$60,000 year
On-siteFort Lauderdale, Florida, United States
Job Summary
Conduct welcome calls to new members, confirming key information like name spelling and address to ensure accurate delivery of materials. Explain membership benefits and welcome package contents clearly and confidently while building rapport and providing personalized support. Identify and refer upsell opportunities to senior specialists, earning commission on successful upgrades, and accurately document all member interactions and updates in the CRM system. Escalate complex or sensitive issues appropriately to ensure timely resolution and support additional team needs as assigned. This on-site role at MASA in Fort Lauderdale, FL, supports over 2 million members with emergency medical transportation coverage, fostering a culture of compassion and teamwork.
Required Qualifications
- A high school diploma or equivalent
- At least 1 year of customer service or phone-based support experience
- Strong verbal communication skills
- Active listening skills
- Interpersonal skills that help you build trust quickly
- Proficiency using computer systems
- Proficiency using Microsoft Outlook
- Proficiency using Microsoft Teams
- A sense of responsibility when handling member information with care and confidentiality
- Dependable time management
- Ability to work independently in an on-site team environment
- Must be available for on-site work in Fort Lauderdale, FL
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