Member Care Agent

Overview

Excellent customer service is central to Covenant Eyes’ mission - we take serving and helping others seriously. Member Care Agents (MCAs) serve as the company’s voice to our members—and the members’ voice to us.

MCAs connect with members via phone, chat, email, and help forums, providing support through account setup, education, troubleshooting, and personalized service. Since members usually reach out when facing challenges, MCA's must be empathetic, optimistic, and resilient, bringing friendliness and urgency to every interaction. They also often offer encouragement and hope along the way.

We are a fast-paced, dedicated team that works hard and has fun while doing it.

***While this role offers flexibility, candidates must be based in Michigan.  Initial training will be conducted onsite in Owosso, MI, and occasional onsite work may be required.*** 

Responsibilities

• Communicate effectively with customers via email, chat, phone, or help forum, listening carefully to understand needs and efficiently resolve issues.
• Thoroughly document all customer interactions in the ticketing system and report software or service defects and feature requests in the approved bug tracking tool.
• Stay up to date with evolving technical systems to ensure accurate task execution and continuous professional growth.
• Collaborate daily with teammates, sharing knowledge and solutions to support team efficiency and development.
• Maintain clear, professional communication in both written and verbal interactions, ensuring grammatical accuracy and proficient typing.

Qualifications

Required Qualifications

• Professional communication skills, including clear, articulate speech and grammatically correct writing; fluent in English both written and verbal.
• Demonstrates courteous, respectful, ethical, and professional behavior.
• Minimum one year of experience positively connecting with and influencing team members.
• Experience showing initiative and effective work habits, including prioritizing, planning, and managing workload.
• At least one year of intermediate experience with Windows, Microsoft Office (or similar applications), and the ability to navigate multiple platforms; strong typing skills required.
• Able to maintain accurate and thorough records.
• Reliable and punctual with a strong track record of dependability.
• Able to handle stressful and emotional customer interactions professionally.
• Capable of extended periods at a desk using phone, headset, computer, and other office equipment.

• Ability to see, reach with hands and arms, sit, stand, and hear.

Preferred Qualifications

• Previous experience providing customer support via phone, chat, email, or text.

• Experience in a call center, technical support, or help desk environment.