Member Success Specialist-Remote - (Brentwood, Tennessee, United States)
Location: Brentwood, Tennessee
Internal Number: 33491463968
Healthcare Without Rival
Sonic Boom Wellness, a Premise Health Company, is a fast-growing, B2B, software-as-a-service (SAAS) corporate wellbeing company specializing in improving employees’ daily health habits. At the intersection of health care, wellness, and technology, we have developed a proprietary wellbeing platform sold to clients nationwide. Our industry has consolidated recently, leaving the door wide open for us to capture market share, expand our distribution channels, and grow rapidly.
Sonic Boom, a Premise Health Company offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for a Member Success Specialist to join our team remotely.
Summary: The Customer Success team is all about Total Client Happiness. We are PASSIONATE about taking care of our customers and ensuring they have everything they need when they need it. The superstar who fills the Member Success Specialist role will be charged with enhancing the productivity and efficiency of the Customer Success Team via member and client support. We are super creative and like to find unique ways to get the job done. This is an intermediate level, hands-on position with high expectations and potential for career development.
Serve as a subject matter expert in the services we offer and the customized wellbeing programs we create for our clients
Answer support e-mails and phone calls (tickets) related to our wellbeing program’s modules, as well as client-specific initiatives (wellness incentives & contests)
Tier 1 troubleshooting related to issues (comments, questions, concerns) members may have with:
Know our system’s capabilities enough so that you can identify when modules may not be working properly
Wrist-worn activity trackers (Fitbit, Garmin, Misfit, & Apple Watch) and devices’ proprietary apps.
Responsible for returning all voicemails left with our Customer Support voicemail box, outside of business hours
Screen all phone calls and triage calls accordingly
Track trends in tickets on a daily basis to identify areas of improvement for clients’ programs & for the services we offer and provide recommendations/solutions.
Proactively build support resources for the Customer Success Department (Member Success Team and Client Success Team)
All other duties assigned
2-3 years of relevant customer-service experience in an office setting.
Experience with PC computers
General understanding, use of following & ability to troubleshoot:
Computer programs: Microsoft OutLook, Word, Excel, Power Point, & Adobe PDF
Internet browsers: Google Chrome, Mozilla Fire Fox, & Internet Explorer
Some experience with project management tools – Asana, Jira, Slack, Sales Force, Zendesk etc.
Impeccable grammar (written and verbal) – our standards are sky high!
Excellent communication skills in ALL mediums – phone, e-mail, in person, etc.
Excellent problem-solving skills – ability to think quickly and critically
Passionate about customer service!
Flexibility – we move FAST. Things change, we adapt, we propel ourselves forward!
Creativity -- think outside the box
Organization – we juggle a bazillion balls and wear many hats
Coachable – must be able to take direction
Collaborative - work well within a team!
Resourceful -- use ALL available resources to complete a task with minimal questions!
Quick learner -- an MSS (Member Success Specialist) must be able to pick up things fast and run with it!
Ability to produce high-quality work quickly
Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you.
Sonic Boom, a Premise Health Company, is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Compensation is between $18.00 and $20.00 per hour. Premise offers a comprehensive benefits package to all full-time team members including Medical, Dental, Vision, 401K, Paid Time Off, Paid Holidays, annual CEU/CME allowance, and Tuition Reimbursement. Benefits offered to part-time team members include 401K, Paid Time Off, Paid Holidays and annual CEU/CME allowance. PRN team members may also enroll in 401K.
To support Sonic Boom, a Premise Health Company’s commitment to the safety, health and wellbeing of our team members, clients and patients, we are requiring all new team members to be fully vaccinated with a COVID-19 vaccine*, except where a reasonable medical or religious accommodation can be granted. Should you be offered and accept a position with Sonic Boom, a Premise Health Company, you will be required to provide your proof of vaccination in the form of your CDC vaccination card as part of the pre-employment onboarding process.