Member Contact Specialist - All Markets - Now Hiring

• Respond to member inquiries promptly via telephone ensuring a positive member experience.
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members' inquiries.
• Proactively identify and address members' needs, escalating issues when necessary.
• Accurately document member interactions in the CRM system.
• Meet or exceed performance metrics, including response time, quality, and member satisfaction.
• Model Altra's service standards for being friendly and outgoing, non-judgmental, focused, trustworthy, and confident.
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise.

• High school diploma (or equivalent) required.
• 1+ year of customer service or member support experience is required.
• Previous call center experience would be a plus but not required.

• Ability to learn and retain knowledge.
• Excellent phone skills, computer/keyboard skills.
• Good math skills.
• Effective oral and written communication skills and excellent organization skills.
• Ability to multi-task utilizing multiple sources of software to make thorough decisions.
• Must be proficient with Microsoft Office products (Word, Excel, Teams, and Outlook).
• A positive attitude and commitment to providing excellent service, in a fast-paced environment.
• Ability to handle a variety of member inquiries with patience and resilience.
• Bilingual (English / Spanish / Hmong) skills are strongly encouraged to support and better serve our diverse membership.

• This position is full-time, 40- hours a week, Monday through Friday.
• Hours are based on shifts between the operating hours of 7:30 a.m. to 5:30 p.m. CST.
• Shifts are based on department seniority and preferences.

• Work from home / remote opportunities will be an option for those candidates who live within Altra's approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI.
• Member Contact Specialists require the ability to sit or stand at a desk for long periods of time, while having the ability speak, hear, and communicate with others, while taking inbound and outbound calls (on average 60-80 calls per day).

• Hourly pay starting at $19.00 per hour ($18.00 base, plus $1 MCC premium).
• Eligible to participate in the monthly incentive plan, with payouts earned based on plan guidelines; anywhere between $5 and $400 per month.
• When bilingual in Spanish or Hmong, receive a $1.00 / hour pay premium after completing and passing the language exam.
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

Compensation details: 19-19 Hourly Wage

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