Job Description

Title

: Member Support Specialist

Location

: Oklahoma City, OK- In office, Monday-Friday, 8 am-5 pm

Experience

: 2yrs+ Customer Service Experience

Reports to

: Members Services Manager

Background

CCW Safe is a leading provider of self-defense legal services and offers comprehensive benefits and services through a membership program. We have an outstanding reputation for quality, deep expertise, personal service, and ethics. We are expanding rapidly and now need an additional Member Support Specialist to join our team in our Oklahoma City headquarters.

Position Description

Member Support Specialists are the primary point of contact for new and existing members. They assist with explaining coverage benefits, resolving account concerns, managing membership renewals, and providing guidance on using online tools. This position requires professionalism, practical problem-solving abilities, and a collaborative, team-focused approach.

Key Responsibilities

? Make outbound calls or send follow-up communications as needed to support member needs.

? Answer inbound calls and assist prospective members with information and assistance in the sign-up process

? Use Zendesk (Support, Chat, and Talk) to track, document, and update all member interactions.

? Assist members with account management tasks, including:

Creating or updating accounts in the member portal Assisting with login/password issues Updating payment methods Supporting renewals and upgrades
? Process membership card mailings, newsletters, and specialty packet requests.

? Educate members on available products, services, and coverage while ensuring they understand their membership benefits.

? Contribute to member satisfaction by demonstrating composure, focus, and care in all interactions.

? Collaborate with the Member Services team to identify solutions, improve processes, and share workload effectively.

? Report issues, trends, and member feedback to management for process and service improvements.

? Refer complex or unresolved issues to the manager or the relevant department.

? Perform other administrative or support tasks as assigned.

Qualifications and Skills

? Strong interpersonal and communication skills, both written and verbal

? Ability to handle incoming and outbound phone calls, online chats, and emails daily

? Skilled in multitasking, organization, and time management

? Analytical and problem-solving abilities with a positive, solutions-oriented mindset

? Proficiency with customer service platforms (Zendesk preferred)

? Team player with flexibility to assist others where needed

? Positive and professional mindset, and general interest in helping members and prospective members

? Computer experience using internet browsers, creating and managing spreadsheets and documents, and handling correspondence through email

? Basic numerical and math skills

? Maintain regular attendance and punctuality; reports to work as scheduled and ready to perform assigned duties

? Minimum 2 years of experience in Customer Service

We are an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pay: From $19.00 per hour

Expected hours: 40 per week

Benefits:

401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance
Education:

High school or equivalent (Required)
Experience:

Customer service: 2 years (Required)
Work Location: In person