Member Support & Retention Specialist

👣 Your Next Adventure: Member Support Specialist REPORTS TO: Director of Sales and Marketing CLASSIFICATION: Full-time, non-exempt LOCATION: MUST RESIDE IN CALIFORNIA (remote or in-clinic options available) Join our team as a Member Support Specialist and play a key role in building lasting relationships with JumpstartMD members! In this role, you’ll engage with members to enhance their experience, address their concerns, and retain their membership by providing exceptional customer support. You will serve as the go-to person for member retention, billing inquiries, and inventory management for our clinics. In addition to improving member satisfaction, you’ll handle billing support, including questions related to insurance claims and payments, and assist in ensuring our clinics are fully stocked by managing inventory and supply chain needs. You’ll collaborate with our sales team to develop effective retention strategies and help promote our innovative products and services. ✍️ DUTIES & RESPONSIBILITIES Member Communication: Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience. Billing & Claims Support: Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries. Retention Strategy Development: Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention. Inventory Management: Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment. Membership Management: Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD. Data Analysis & Reporting: Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies. Collaboration: Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products. App and Technology Support: Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members. Deliver exceptional customer care in every interaction, ensuring members feel supported, valued, and empowered throughout their health journey. Use active listening, empathy, and problem-solving to provide a best-in-class experience. Demonstrate a strong history of outstanding customer service in previous roles, with the ability to handle inquiries, resolve concerns, and maintain positive relationships with members professionally and compassionately. 🥼 QUALIFICATIONS AND REQUIREMENTS Bachelor's degree in sales, marketing, business administration, or related field (or equivalent work experience). Sales experience is a PLUS. 3+ years of experience in customer support, sales, or retention roles, preferably in a healthcare or wellness environment. High level of comfort working with technology and multiple systems at once. Experience with billing, claims, and insurance-related inquiries. Strong skills in inventory management and supply chain processes. Excellent verbal and written communication skills, with the ability to engage with members empathetically and professionally. Strong problem-solving skills, with the ability to develop creative solutions to retain memberships. Proficient in customer relationship management (CRM) systems and sales/marketing software. Ability to multitask and remain calm in challenging situations. Strong organizational skills, attention to detail, and a positive attitude. 🚀 Why JumpstartMD? Impact Lives: Be part of a team that’s transforming health, empowering individuals, and celebrating over a million pounds lost - and counting! Innovation at Its Best: Work in an environment that's rich in innovation, backed by cutting-edge research, and personalized to perfection. Community and Connection: Join a tribe of passionate professionals in 14 locations, all committed to uplifting health and wellness. Grow with Us: With plans for geographical expansion soon, the sky's the limit for your career growth and personal development. 🌴 WHAT WE OFFER Opportunity for Growth: Collaborate with a passionate team to scale a best-in-class medical weight management, health, and wellness program nationally. Competitive Compensation: Enjoy competitive pay reflecting your skills and contributions Comprehensive Benefits: Access medical, dental, and vision benefits with eligibility at 25+ hours a week. Financial Security: Participate in a 401(k) plan with a company match, promoting long-term financial well-being. Time Off: Benefit from accrued paid time off to maintain a healthy work-life balance. Wellness Support: Receive 4 annual paid wellness days to prioritize your health. Access free JSMD services (Weight Loss and Bio-identical Hormone Therapy). Enjoy discounted JSMD Products (e.g., Vitamin Therapy, supplements, etc.) 🌟 Ready to Make a Difference? Apply Now and Jumpstart Your Career with Us! We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We celebrate diversity and are committed to creating an inclusive environment for all employees Apply To This Job