Job Summary
We are seeking a Member Services Intake Specialist to serve as a first point of contact for customers seeking assistance with services and support. This role is responsible for gathering and verifying information, understanding customer needs, documenting requests accurately, and coordinating the appropriate next steps.
The ideal candidate has strong remote customer service experience, excellent communication skills, attention to detail, and the ability to handle sensitive information professionally. This is a fast-paced, customer-focused environment where empathy, accuracy, productivity, and reliability are essential.
Key Responsibilities
- Serve as the first point of contact for customers through phone, chat, and digital channels.
- Conduct intake interviews to gather and verify customer information and service needs.
- Assess requests and route customers to the appropriate department, provider, or resource.
- Accurately document customer interactions, requests, and case information in CRM and case management systems.
- Coordinate appointments, consultations, referrals, and follow-up communications.
- Gather and organize supporting documentation when needed.
- Conduct outbound follow-up calls and communications.
- Provide customers with clear updates regarding status, next steps, and expected timelines.
- Monitor open requests to help ensure timely resolution.
- Resolve routine customer concerns and escalate complex or sensitive issues appropriately.
- Maintain confidentiality and protect sensitive customer information.
- Follow established quality, compliance, privacy, and documentation procedures.
- Meet performance expectations related to customer satisfaction, quality, productivity, timeliness, and schedule adherence.
- Identify service issues and opportunities to improve the customer experience.
Qualifications
Required
- High school diploma or equivalent.
- 2+ years of customer service, contact center, intake, case management, or similar client-facing experience.
- At least 1 year of successful remote customer service experience.
- Experience working with CRM or case management systems.
- Strong verbal and written communication skills.
- Excellent active listening and information-gathering abilities.
- Strong attention to detail and organizational skills.
- Ability to manage multiple priorities while maintaining accuracy.
- Ability to handle confidential and sensitive information professionally.
- Comfortable working in a metrics-driven customer service environment.
- Ability to remain professional and empathetic when assisting customers with stressful or sensitive situations.
- Strong computer skills and proficiency with Microsoft Office.
- Reliable attendance and ability to work an assigned schedule.
