Member Support Representative

Location: Henderson, NV • Start Date: October 6, 2025 • Pay: $19/hr, pay increase to $20/hr if hired • Contract: Guaranteed 4-month contract with potential for extension and probability for hire. • Schedule: Full-time, Monday–Friday (40 hrs/week) • Work Model: Hybrid – 3 days WFH, 2 days onsite (Monday & Wednesday) About the Role We’re seeking a dedicated and detail-orientedMember Service Representativeto join our team in Henderson, NV. This is a guaranteed 4-month contract role with the possibility of extension based on performance and business needs. You’ll be the first point of contact for members, handling inbound calls, emails, and live chats—providing guidance, resolving inquiries, and ensuring a seamless experience. Training & Shift Details • Training: 3½ weeks in-office (8:30 AM – 5:00 PM), followed by 4 weeks in-office during performance assessment • Shifts: Assigned (after training) between 7:55 AM – 8:05 PM • Examples: 7:55a–4:25p, 8:30a–5:00p, 9:00a–5:30p, 10:30a–7:00p, 11:35a–8:05p • Upon successful assessment, transition to hybrid schedule (2 days onsite, 3 days WFH) Key Responsibilities • Handle 50–75 inbound contacts daily (calls, emails, chats) from current and potential members • Provide plan information, coverage options, and attorney referrals • Assist members with digital estate planning documents and website navigation • Process enrollment and cancellation requests • Record and resolve eligibility inquiries and service issues • Schedule consultations with Network Attorneys • Document all interactions in a ticketing system • Conduct outbound follow-ups as needed Required Skills & Experience • 2–5 years of customer service experience • Positive attitude and exceptional communication skills • Critical thinking and task management abilities • Comfortable interacting across all levels of the organization • Proficient in navigating computer systems and managing time effectively Preferred Qualifications • Experience with CRM platforms (e.g., Zendesk) and cloud-based phone systems • Strong proficiency in Microsoft Word, Excel, and database tools • Bilingual in Spanish (read, write, speak fluently) • Bachelor’s degree from an accredited university • Receptive to feedback and committed to continuous improvement Work-from-Home Requirements • Quiet, secure home workspace with desk/table setup • Laptop, monitor, headset, and keyboard (provided) • Internet download speed of 150 Mbps minimum to support audio/video Job Type: Full-time Pay: $19.00 - $20.00 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Flexible schedule • Health insurance • Paid time off • Vision insurance Education: • Associate (Required) Experience: • Customer service: 2 years (Required) • Inbound calling: 1 year (Preferred) • Ticketing Systems: 1 year (Preferred) Ability to Commute: • Henderson, NV 89052 (Required) Work Location: In person