Member Services Specialist (Customer Success)

Member Services Specialist (Customer Success)Reports to: Manager, Customer ExperienceWork Type: HybridFLSA Status: Non-ExemptPay: $20-$29 per hour (Based on experience)About the RoleOur client in the insurance space is seeking a Member Services Specialist to support a professional member base by delivering a high-quality, responsive, and detail-oriented service experience. This role is ideal for someone who enjoys helping members navigate processes, resolve questions, and stay engaged with an organization's offerings.You'll act as a key point of contact for members, handling inquiries related to accounts, services, and transactions while ensuring accuracy and a seamless experience across all touchpoints.What You'll DoMember Support & ExperienceServe as a primary point of contact for members via phone, email, and live chatRespond to a range of inquiries, including account questions, renewals, and service-related requestsProvide clear, accurate guidance on policies, processes, and offeringsDeliver a professional, empathetic, and member-focused experienceAccount & Membership ManagementMaintain and update member records within a CRM or membership systemProcess transactions such as payments, renewals, refunds, and account updatesReview account activity to support member inquiries and ensure accuracyOperations & CollaborationManage assigned service queues and meet defined response and resolution timelinesPartner with internal teams to resolve more complex or escalated member issuesSupport ongoing operational tasks, reporting, and special projectsDocumentation & Process ImprovementAccurately document member interactions in a case management systemContribute to process improvements and documentation of standard proceduresTraining & ComplianceParticipate in onboarding, training, and ongoing developmentStay up to date on organizational policies, services, and proceduresEnsure compliance with data privacy, security, and financial guidelinesWhat You BringExperience & EducationAssociate's degree or equivalent experience preferred1+ year of experience in customer service, member services, or a support-focused roleExperience in an association, nonprofit, or membership-based organization strongly preferredSkills & ToolsStrong communication skills (verbal, written, and interpersonal)Experience working with CRM or membership systems (Salesforce preferred)Familiarity with case management tools, call center platforms, and chat systemsProficiency in Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)Ability to manage multiple priorities in a structured, high-volume environmentStrong attention to detail and problem-solving skillsAbility to handle sensitive or complex member interactions with professionalism and careWork EnvironmentRemote role with initial onboarding requiring more frequent in-office presence, then 2x per month in officeOngoing expectation of periodic in-office collaboration (typically a few days per month)Team operates on a 35-hour work week with staggered shifts (8:00 AM - 5:00 PM coverage)Call center-style environment with moderate activity levelsOccasional overtime during peak periodsAdditional InformationNo direct reportsStandard office equipment and systems providedStart dates available in the coming weeksAt NextPlay Jobs, we believe great recruiting is personal, not transactional. We connect high-performing talent with companies where they can make the biggest impact "” and grow along the way.

Created: 2026-05-09