Overview
Excellent Customer Service is a pillar of Covenant Eyes’ strategy—we take serving and helping others seriously. Member Care Agents are the voice of the company to our members and the members’ voice to the company.
Member Care Agents communicate with members via several media: phone, chat, email, and help forums. They also deliver value to members in many ways including helping them sign up, educating them about our services and resources, technical troubleshooting, fine tuning the member’s account to meet their needs, and sometimes being a source of hope and emotional support.
Members rarely call simply to tell us how great things are. Hearing members’ frustrations can take its toll, so a Member Care Agent must be optimistic, emotionally resilient, and quick to adopt a posture of service. Empathy, friendliness, and a sense of urgency are at the core of the Member Care team.
We are a fast-paced group who works hard but likes to have fun while doing it.
Responsibilities
- Communicate effectively and efficiently with customers in assigned medium/media (email, chat, phone, help forum). Listen carefully to discern customer needs, then efficiently and correctly execute the tasks to fulfill the customer’s needs.
- Document each customer contact thoroughly in our ticketing system and report software or service defects/feature requests in our bug tracking tool. The substance of each contact with customers should be clearly documented immediately following the contact so others can follow up as needed. Additionally, Member Care Agents must report defects and feature requests to the Tech Department through the sanctioned bug tracking tool.
- Learn and adapt to the constantly changing technical landscape to ensure the proper execution of essential duty number one above. Learning and growing are tied to performance as a Member Care Agent. Professional development resources are available to each MCA, but ultimately growth and development are the MCA’s responsibility.
- Collaborate daily with teammates—contributing to the knowledge and efficiency of the team—using the technical tools provided. Member Care Agents must share information and solutions. Real collaboration requires humility to be taught by another and generosity to share what you’ve learned. Each Member Care Agent should be learning from and aiding colleagues daily.
- Communicate with clarity and excellence in both written and verbal communication. Excellent communication in this context requires professional, grammatically correct writing and clear, articulate speech. It also requires proficient typing.
Qualifications
- Professional communication skills include grammatically correct writing and clear, articulate speech. Fluent in English both written and verbal.
- One year of experience connecting with and influencing members of team in a positive manner.
- Conducts work in a courteous, respectful manner, and maintains moral and ethical behaviors.
- Ability to demonstrate in the last six months a willingness and ability to learn effective work habits, taking initiative, prioritizing, planning, and workload management.
- One year of intermediate experience working with Windows computers, Microsoft Office (or similar application), and possess the ability to navigate multiple platforms and strong typing skills.
- Ability to keep accurate and effective records.
- Possess a history of punctuality, showing up on time and being highly dependable.
- Ability to spend long periods of time at a desk using a phone, headset, computer and monitor, and general office equipment.
- Ability to see, reach with hands and arms, sit, stand, and hear.
- Ability to navigate stressful and emotional customer-oriented calls.
Preferred Qualifications
- Previous experience providing customer support utilizing phone, chat, email, or texting technologies.
- Experience working in a call center, technical support or help desk environment.
While this role offers flexibility, candidates must be based in Michigan. Initial training will be conducted onsite in Owosso, MI, and occasional onsite work may be required.
