About the Role
Title: Member Support Representative (11:30am-8:00pmEST, Sat, Sun, Mon)
Location: United States
Job Description:
Calibrate is on a mission to change the way the world treats weight. We’re defining a new category in metabolic health that mirrors what the research shows—that weight reflects our biology, not our willpower. Our program was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.
Obesity is America’s underlying pandemic and largest category of chronic disease, and Calibrate is closing the gap in care for 175mm adults in a $600bn market where we spend millions of dollars each year and do not lose millions of pounds.
To bring Calibrate to everyone who needs it, we’re building the first value-based model in obesity treatment, aligning incentives for patients, providers, payors, and pharmaceutical companies. We’ve built a suite of products that combine medication with our proprietary intensive lifestyle intervention to deliver results that last.Calibrate launched in 2020 direct-to-consumer and has since expanded into enterprise channels to increase access to effective obesity treatment.
Calibrate’s programs bring decades of clinical research directly to consumers, immersing members in a biweekly 1:1 coaching program and curriculum that educates and encourages them to build enduring healthy habits across the four areas essential to lasting metabolic health: food, sleep, exercise, and emotional health. A purpose-built app enables daily tracking of food, energy levels, weight, and bi-weekly goals and helps members interact with their Coaching and Medical teams, while a members’ group and events calendar create additional opportunities to engage with the Calibrate community.
ABOUT THE ROLE
Calibrate is looking for positive, energetic, and experienced member-centric support representatives to deliver exceptional care to our valued members through multiple channels, including phone support. In this role you will be responsible for completing tasks and resolving member inquiries to deliver an excellent experience, while helping our members achieve their desired outcomes.
The shift for this role is Saturday, Sunday, and Monday, 11:30am-8:00pmEST. Weekends are REQUIRED. The pay rate for this role is $20.00-22.00 per hour.
Benefits are not included.
KEY RESPONSIBILITIES
- Efficiently manage a high volume of inbound member calls in a professional, timely and caring manner while providing accurate answers and information
- Respond to inquiries from members in a timely, professional, and empathetic manner; follow-up to ensure resolution
- Ensure quality member experiences are consistently delivered across channels (asynchronous messaging, phone, live chat) following all local, state, and federal guidelines
- Identify members’ needs by asking clarifying questions, researching issues and providing solutions and/or alternatives within established workflows
- Engage, support, and retain members by building rapport and going the extra mile while providing compassion and empathy that results in solutions
- Demonstrate Calibrate’s values with every member interaction
- De-escalate situations involving dissatisfied members, offering empathetic assistance and support
- Thoroughly document all member interactions, next steps and escalating to your manager as appropriate
- Make outbound calls to members, labs and pharmacies as part of various workflows
- Contribute to achieving Calibrate service level agreements through collaboration with team members, leaders and other departments
- Support Calibrate members in a variety of areas such as responding to general program inquiries, verifying member information, processing account updates, and leverage strong computer skills and the ability to navigate through multiple systems to research information quickly and effectively
- Provide accurate, valid and complete information by using the right methods/tools that align with member request and asking for support if information is incomplete
- Share member feedback and information with Associate Managers in order to continuously improve and evolve the member experience
- Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate.
- Serve as a proud brand ambassador for Calibrate, consistently championing our core values
- Take ownership of your personal performance including key metrics relevant to Calibrate standards
- These are key responsibilities for this role but may change with evolving business needs
BACKGROUND AND EXPERIENCE
- Highschool degree or equivalent required
- A self-starter with the ability to hold yourself accountable in a remote working environment
- Strong verbal and written communication skills. Patient, personable, and kind — in writing, in person, on the phone, and on video
- A quick learner and comfortable using a variety of applications and software, which will include practice management systems, electronic health records, and related software; must be knowledgeable in Microsoft Office, Gmail, Google Drive, and Slack and have familiarity with CRM systems and practices
- Previous experience in hospitality, member services, or customer support, ideally at an early-stage startup
- High level of creativity with problem-solving and troubleshooting
- Adaptable and flexible to changing priorities, SLAs, workflows and organizational changes
- Strong time management and organizational skills with the ability to prioritize and self-motivate to achieve and exceed personal, team and department SLAs and goals
- Great active listening skills with a focus on empathy
- Ability to work under pressure, with an escalated members
- Strong work ethic and ability to remain positive with day to day impact on the workload
- Enjoys working both independently and collaboratively as part of a remote team
- Able to multitask by conducting phone conversations while documenting details of the call and moving the call forward
- Strong preference for individuals who have worked in omni channel support centers
- Impeccable attention to detail
- Multilingual skills a plus, but not required