Job Description
Insight Global is seeking a Remote Member Support Representative for a client that is one of the largest telehealth networks of registered dietitians in the country. The goal of this client is to help people transform their lives by making meaningful changes to their eating habits and lifestyle meeting with a Registered Dietitian virtually. As a member of their support team, you will play a crucial role in this mission. You will be at the front lines, working directly with members who call in to help them reschedule appointments, answer their questions, and create an unforgettable experience that empowers them to take control of their health. Every conversation you have will be a chance to make a real difference in someone's life, and to inspire them to embrace the transformative power of food as medicine. You are the first point of support that most people will have, so your ability to connect with people is crucial. This is a phone support role, but being able to effectively communicate via email/chat in a clear and concise way with leadership and external members is required.
The shift will be 8:30AM-5:00PM PST; 9:30AM-6:00PM MST; 10:30AM-7:00PM CST.
The main responsibilities include:
· Answer inbound calls from members and address any support questions they have
· Handle 60-70 tickets per day
· Reschedule and schedule appointments for members when requested on the call
· "Upsell" by scheduling packages of visits while members are on the phone
· Accept calls from Registered Dietitians at the end of their appointments to assist the member they just met with in setting up their next appointment
· Assist Registered Dietitians with scheduling and rescheduling members as needed
· Address any questions or concerns that members may have about tele-nutrition
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
All candidates must have reliable personal computer or laptop running Windows 11 with at least 8GB of RAM OR the MacOS 12.7.4 or higher (no Chromebooks allowed)
1+ year of experience working in a high-volume inbound customer or member support role with the ability to be on the phones all day
Experience handling sensitive and confidential information in regulated industries such as healthcare, telecommunications, or financial services.
Excellent communication skills via phone, email, and chat with the ability to connect with individuals from diverse backgrounds
Strong organizational and time management skills with the ability to balance multiple responsibilities and priorities
Adaptable to change - thrives in a fast-moving, start-up environment
Experience with complex problem solving or analytical thinking
Dedicated work from home space that supports secure handling of sensitive information in accordance with company policies and applicable regulations
Nice to Have Skills & Experience
Tier 2 technical support or specialized technical support experience
Bilingual in Spanish, Farsi, Arabic, or Vietnamese
Experience with Zendesk
Experience with Slack
Proficient in Google Suite applications
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.