Membership Activation Specialist

Summary

Join Neura Health, a venture-backed startup improving neurology care access and quality. We seek a highly skilled Membership Activation Specialist to manage inbound/outbound calls, emails, chats, and SMS. The ideal candidate is a quick learner, mission-driven, collaborative, and results-oriented, providing excellent communication and support to prospective customers. You will handle a large volume of inquiries, follow scripts, identify customer needs, resolve complaints, and recommend process improvements. Neura offers a variety of services, from direct-to-consumer to employer partnerships. This role involves ensuring customer satisfaction and achieving daily/weekly targets.

Requirements

• High school degree or equivalent
• 2 years experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Expertise in conflict resolution
• Experience in customer sales

Responsibilities

• Handle a large volume of inbound and outbound calls, email, SMS and online chat inquiries in a timely manner
• Follow communication scripts and use knowledge of Neura Health’s services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency and customer satisfaction
• Memorize scripts explaining Neura’s services referencing them and FAQs during calls
• Build positive relationships by going above and beyond with prospective customers, ensuring that all questions are handled appropriately
• Identify opportunities for not just answering questions but proactively providing information that would help encourage the person to sign up
• Meet daily or weekly qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality
• Create and maintain a record of daily problems and remedial actions taken, using our database and share this with the team
• Leverage data and insights gathered by the call center to recommend and influence process improvements
• Walk some of our less tech-savvy prospective customers through the sign-up process to ensure they complete the online forms without problems

Preferred Qualifications

• Empathetic
• Mission-driven
• Collaborative
• Precise
• Transparent
• Compassionate
• Results-oriented

Benefits

Annual salary: $45,000-50,000 plus benefits