Support Specialist

As a Member Service Representative, you will be the frontline of our company, interacting directly with our valued members. Your primary responsibility will be to ensure superb customer experience by addressing inquiries, resolving issues, and providing assistance in a professional and friendly manner. You will play a vital role in maintaining our reputation for top-notch customer service.

In order to excel at this position, you will need to feel equipped and passionate about connecting people to NOCD care, in order to help encourage them to receive the results possible through ERP Therapy. This is a team environment at a fast-growing company where we are all united in providing a top-notch, white glove patient experience. 

You will be expected to employ creative problem solving when presented with challenges, manage and report relevant data to supervisor in a timely manner, communicate effectively with members and other teams, resolve matters in a professional manner, and be available at all times given the hybrid environment.

The position involves being a known advocate for members to come to you with all concerns they have. These are often complex concerns and complaints that need to be investigated both by you as well as escalated to our Clinical Leadership team and followed through to member satisfaction. This requires you to be extremely thorough, follow through entirely, but also manage all of your other waiting members in a timely manner.

*Please note that role responsibilities are subject to change; the role and responsibilities are ever changing, and therefore a “floater” mentality is necessary. Daily role will depend on volume and project management. 

Key Responsibilities:

• Respond to member inquiries via phone, email, text, and chat promptly and professionally.
• Educate patients on NOCD Services.
• Provide accurate information about our products/services, pricing, policies, and promotions.
• Troubleshoot and resolve customer issues and concerns efficiently while maintaining a positive attitude.
• Assist members in Rescheduling services and Transferring therapists
• Provide assistance to members with technology questions
• Document essential patient demographic, referral information, insurance, and contact information
• Display empathy, compassion, and cultural sensitivity
• Collaborate with other departments to ensure timely resolution of complex customer problems.
• Keep detailed records of customer interactions, transactions, and inquiries in our CRM system.
• Follow company policies and procedures to ensure compliance with exceptional customer service standards.
• Assist in maintaining a high level of customer satisfaction and loyalty.
• Maintain confidentiality and security

Qualifications:

• Bachelor’s degree
• Proven customer service experience (retail, call center, or similar roles).
• Excellent communication skills, both written and verbal.
• Strong problem-solving and decision-making abilities.
• Empathy and a genuine desire to help customers.
• Ability to handle high-stress situations with professionalism and patience.
• Proficiency in using customer service software and CRM systems.
• Flexibility to work in shifts, including evenings, weekends and holidays, if required.
• A positive attitude and a commitment to delivering exceptional customer experiences.
• Comfort and efficiency with technology

Full Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedules Needed: 

Monday - Friday; 11:30am-8pm CST (Days off: Saturday and Sunday)

Thursday - Monday; Thurs, Fri and Mon hours are 11:30 am - 8 pm ct, Sat and Sun are 9 am - 5:30 pm cst (Days off: Tuesday and Wednesday)

Sunday - Thursday;  Sunday - 9-5:30pm CST Monday - 11:30pm - 8pm CST (Days off: Friday and Saturday)

If you're interested, please contact Tatyanne Rodriguez at [email protected]. Please share why you'd be a good fit.  A well written cover letter helps us understand who you are,  what you want to be and why you are a good fit for us, and a resume tells the story of where you've been.