Senior Member Support Specialist
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Job Summary
Providing high-touch support in a full-time remote capacity, the Senior Member Support Specialist will manage escalated phone calls, resolve executive complaints, and offer real-time guidance to frontline agents while ensuring exceptional member experiences.
Key Responsibilities
- Handle escalated inbound and outbound phone calls with advanced resolution techniques and empathy
- Directly manage sensitive executive escalations and Better Business Bureau (BBB) complaints with professionalism
- Monitor and respond to real-time inquiries from Level 1 agents in a dedicated Slack support channel
Required Qualifications
- 3+ years of experience in a high-volume customer service role, including 2+ years with WeightWatchers
- Fluency in English with exceptional verbal and written communication skills
- Strong emotional intelligence and excellent de-escalation skills
- Proficiency with Slack, G-Suite, Microsoft Office, and call center software
- High School Diploma or GED equivalent
Complete Job Description
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