Seasonal Customer Retention Specialist

In order to be considered for this role, you must have established residence in one of the states that we employ in:  AL, AZ, CO, FL, GA, IL, IN, NC, OH, SC, TN, TX, VA, WI, WV. 

Preferred shifts (in EST time)

• 12-9 M-F
• 10-9 M, W, Th, F
• 10-9 M, Tu, W, F

Pay: 16.50 - 17.50

Who We Are

At Christian Care Ministry we believe that Christians can, and should, share in one another's burdens. Through the use of Medi-Share, a healthcare sharing ministry for Christians, we cultivate that belief.

The Team

Everyone at Christian Care Ministry agrees to our Statement of Faith which outlines our core beliefs. Although we aren't perfect people, we are serving our perfect God to the best of our ability.

We work hard to serve our members, but know we can only do that if we invest in our employees professionally, financially, physically, and spiritually. Through times of prayer, weekly Chapel services, plenty of professional development, an onsite gym, 401(k) and, great benefits, we purposefully invest in our employees so that our employees can invest in others.

The Role

The Member Relationship (Retention) Specialist will maximize every opportunity to re-establish exceptional customer service and advise members on the benefits of the program while empathizing with the feedback they provide on their experiences. The Member Relationship Specialist will educate the member on all the services available to address their specific situation to establish a best practice for the recovery and retention of the membership. Member Relationship Specialists will be empowered to negotiate portions of the member agreement within department parameters.

Essential Job Duties & Responsibilities

• Build quick rapport with existing members using assertiveness and confidence to educate them on the value of remaining a member and understand the "why" of our vision and mission
• Assess the member's need by asking probing questions, addressing issues, building rapport, and negotiating to achieve a mutually beneficial resolution
• Consistently improve retention efforts and achieve monthly retention rates
• Professionally manage difficult or emotional member situations, respond promptly to member needs and requests for service
• Apply sales methodologies and problem-solving strategies to best position CCM products and services while providing long-term, individualized solutions to members
• Develop and maintain an expert knowledge of all Christian Care Ministry Guidelines, offerings, and provisions of Medi-Share and any other programs
• Participate in specialized training with regard to membership retention
• Work independently and within a team routinely, as well as on special projects

Essential Skills & Abilities

• Ability to use the internet including e-mail and search engines
• Skills in keyboarding with at least 25 words per minute
• Ability to use a database system including how to update fields
• Basic knowledge of Microsoft Office (Excel, Word and Outlook)
• Knowledge of document-imaging system
• Ability to work the necessary shifts (see top of job description for likely shift hours)

Core Competencies/Demonstrable Behaviors

• Collaborates - builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
• Manages Conflict - handles conflict situations effectively. This role requires to patiently and with humility accept that not every customer will appreciate our benefit programs and treat every customer with grace and respect
• Interpersonal Savvy - relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences
• Drives Results - consistently achieves results, even under tough circumstances and tight deadlines.
• Situational Adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations
• Courage - ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism

Education and/or Experience

• High school diploma or GED required
• Background/experience in retention/sales required
• 2 years prior customer service experience strongly preferred

     This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.