Job Description
Member Services Specialist (Customer Success)
Reports to: Manager, Customer Experience
Work Type: Hybrid
FLSA Status: Non-Exempt
Pay: $20-$29 per hour (Based on experience)
About the Role
Our client in the insurance space is seeking a Member Services Specialist to support a professional member base by delivering a high-quality, responsive, and detail-oriented service experience. This role is ideal for someone who enjoys helping members navigate processes, resolve questions, and stay engaged with an organization’s offerings.
You’ll act as a key point of contact for members, handling inquiries related to accounts, services, and transactions while ensuring accuracy and a seamless experience across all touchpoints.
What You’ll Do
Member Support & Experience
- Serve as a primary point of contact for members via phone, email, and live chat
- Respond to a range of inquiries, including account questions, renewals, and service-related requests
- Provide clear, accurate guidance on policies, processes, and offerings
- Deliver a professional, empathetic, and member-focused experience
Account & Membership Management
- Maintain and update member records within a CRM or membership system
- Process transactions such as payments, renewals, refunds, and account updates
- Review account activity to support member inquiries and ensure accuracy
Operations & Collaboration
- Manage assigned service queues and meet defined response and resolution timelines
- Partner with internal teams to resolve more complex or escalated member issues
- Support ongoing operational tasks, reporting, and special projects
Documentation & Process Improvement
- Accurately document member interactions in a case management system
- Contribute to process improvements and documentation of standard procedures
Training & Compliance
- Participate in onboarding, training, and ongoing development
- Stay up to date on organizational policies, services, and procedures
- Ensure compliance with data privacy, security, and financial guidelines
What You Bring
Experience & Education
- Associate’s degree or equivalent experience preferred
- 1+ year of experience in customer service, member services, or a support-focused role
- Experience in an association, nonprofit, or membership-based organization strongly preferred
Skills & Tools
- Strong communication skills (verbal, written, and interpersonal)
- Experience working with CRM or membership systems (Salesforce preferred)
- Familiarity with case management tools, call center platforms, and chat systems
- Proficiency in Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)
- Ability to manage multiple priorities in a structured, high-volume environment
- Strong attention to detail and problem-solving skills
- Ability to handle sensitive or complex member interactions with professionalism and care
Work Environment
- Remote role with initial onboarding requiring more frequent in-office presence, then 2x per month in office
- Ongoing expectation of periodic in-office collaboration (typically a few days per month)
- Team operates on a 35-hour work week with staggered shifts (8:00 AM – 5:00 PM coverage)
- Call center-style environment with moderate activity levels
- Occasional overtime during peak periods
Additional Information
- No direct reports
- Standard office equipment and systems provided
- Start dates available in the coming weeks
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