Member Support Representative (8am-4:30pmEST, FRI-TUES)

As a Member Support Representative at Calibrate, your key responsibilities will include managing a high volume of inbound calls, providing accurate information, and resolving member inquiries with empathy. You'll engage with members through various channels like phone and live chat, ensuring a consistent quality experience. Additionally, you'll document interactions thoroughly and contribute feedback to improve services, all while embodying Calibrate's core values.

To apply for the Member Support Representative position at Calibrate, a high school diploma or equivalent is required. Strong interpersonal skills, excellent verbal and written communication abilities, and prior experience in customer support are essential. Familiarity with various software applications, including CRM systems, and a knack for problem-solving will also give you a competitive edge in this role.

Calibrate prefers candidates with previous experience in hospitality, member services, or customer support, especially in an early-stage startup environment. Understanding various support channels and having strong time management skills will significantly benefit your day-to-day performance as a Member Support Representative.

The working hours for the Member Support Representative role at Calibrate are from 8:00 am to 4:30 pm EST, Friday through Tuesday. This schedule allows for weekends to be part of your regular work week, which is particularly appealing for those looking to fit their personal commitments around work.

As a Member Support Representative at Calibrate, you can look forward to competitive salaries along with equity opportunities in a high-growth company. The benefits package includes generous paid time off, medical, dental, and vision benefits, along with wellness programs and remote-first flexibility, ensuring a healthy work-life balance.

When faced with stressful situations in support, it’s essential to remain calm and focused. Share a specific example of a challenging interaction and explain how you used active listening and empathy to address the member's concerns effectively. Demonstrating your problem-solving skills while maintaining composure will showcase your ability in high-pressure scenarios.

Describe a situation where you identified a customer's specific needs and exceeded their expectations. Emphasize the steps you took to ensure their satisfaction and how your actions contributed to creating a positive experience. This highlights your dedication and proactive approach to member support.

Demonstrating your understanding of Calibrate’s mission is crucial. Discuss how you align with the vision of redefining weight treatment and improving metabolic health. Show how you would communicate this passion to members, helping them feel supported and informed on their journey.

Explain your method for prioritizing tasks, perhaps by urgency and complexity. Sharing practical examples of how you've managed high volumes of inquiries while ensuring quality service will showcase your organization and time management skills.

Be specific about your experience with CRM systems, electronic health records, or any software relevant to member support. Mention how familiar you are with tools like Microsoft Office and Google Drive, emphasizing your ability to adapt to new technologies quickly.

Emphasize your approach to communication, such as actively listening, asking clarifying questions, and using plain language. Share examples demonstrating your ability to convey complex information clearly to members.

Choose an example where you successfully de-escalated a situation. Walk through your steps, including empathizing with the member’s frustrations and offering practical solutions. This demonstrates your ability to handle sensitive situations with care.

Discuss your method for summarizing calls, including key points, action steps, and follow-ups accurately. Highlight any tools you’ve used for documentation and how this practice aids in maintaining consistent member care.

Explain your routines or strategies, like setting daily goals or taking breaks to recharge, which help maintain your motivation and a positive mindset while working remotely. Highlighting your self-discipline will show that you can thrive in a remote setup.

Consider the company's values and mission. Discuss traits such as empathy, excellent communication skills, and the ability to adapt to changing circumstances that can contribute to successful member support. Being aligned with Calibrate's focus on member-centric care will highlight your suitability for the role.