Lead Member Services Representative
Job Description
We’re looking for a proactive and dedicated Lead Member Services Representative to support the daily operations of our call center and help drive a positive, high‑performing team environment. In this role, you’ll partner closely with leadership to identify opportunities, resolve challenges, and ensure our team delivers an exceptional customer experience. You’ll also take calls as needed and play a key role in coaching and developing agents.
Weekend availability is required.
Key Responsibilities
- Achieve individual performance goals while helping the team meet overall targets
- Foster a strong, collaborative team culture through effective communication and support
- Identify and report issues related to systems, processes, or technology to ensure smooth operations
- Monitor key call center metrics, including abandonment rate, average speed of answer, service levels, and workflow queues
- Support interpreter services when needed and complete reversals
- Handle escalated/supervisor-level calls with professionalism and problem-solving expertise
- Provide real-time coaching and feedback to representatives; review training materials to reinforce understanding
- Respond to Call Center Helpline inquiries and email templates
- Assist the Call Center Manager with additional duties as assigned
Required
- Bachelor’s degree or equivalent relevant work experience
- 3+ years of call center experience, preferably in a fast-paced environment
- Strong communication skills—written and verbal
- Ability to multi-task and remain organized under pressure
- Proficiency in Microsoft Word and Excel preferred
- Demonstrated reliability and commitment to excellence
Featured Benefits
- Competitive salary
- Vacation and Sick/Personal Time
- Medical Insurance
- Hearing Program Discount
- Short‑ and Long‑Term Disability Insurance
- Life Insurance
- Flexible Spending Account
- 401(k)
- Employee Referral Program
- Employee Recognition Programs
- Tuition Reimbursement
- Professional Development and Training
Benecard Services, LLC
Benecard Services, LLC has been administering carve-out, fixed rate insured prescription drug benefit programs since 1990. Benecard is a full service, in-house prescription benefit administrator that includes mail and specialty drug dispensing. We are a premiere nationwide Prescription Benefit Administrator headquartered in Lawrenceville, New Jersey.
Website: http://www.benecard.com
BeneCard PBF
BeneCard PBF provides self-funded prescription benefit program administration with a personalized approach through focused, clinical expertise. Our business model operates on a customized claim processing system offering unlimited capability and flexibility to respond to client needs in an evolving marketplace. Advanced clinical programs and advanced technology provide the framework to maximize the use of all data elements available. This allows BeneCard PBF to filter the information, focus on clinical opportunities and facilitate interaction between the physician, the pharmacist and the patient to effectively promote complete health care. Headquartered in Bonita Springs, Florida.
Website: http://benecardpbf.com
National Vision Administrators
For over 40 years, National Vision Administrators (NVA) has been meeting the vision benefit needs of public employer groups, Health & Welfare Funds, Associations and Coalitions. Providing millions of people throughout the United States with vision care programs that help them be smarter buyers of eye care and eyewear, NVA is particularly well suited to address today's health benefit challenges as it relates to eye care. We offer cost-effective, customized vision benefit programs that are clinically integrated. We are proud of the fact that we have retained over 99% of our clients and believe it is the greatest testimony to the high-quality benefits and service satisfaction we provide to both our clients and their members. Headquartered in Clifton, New Jersey.
Website: http://www.e-nva.com
We are an equal opportunity employer.