Member Experience Specialist

Responsibilities

• Own the inbound phone queue by answering live member calls promptly and professionally
• Triage issues quickly to determine urgency and route or escalate appropriately
• Troubleshoot and resolve member issues related to products during calls to minimize handoffs
• Document every interaction accurately in support tools
• Collaborate with the Member Experience team to flag recurring call drivers
• Support new members during onboarding calls to ensure successful setup

Requirements

• 1–5 years of experience in a phone-based support or customer service role
• Exceptional verbal communication skills
• Ability to stay composed under pressure and during high-volume periods
• Strong listening skills and ability to de-escalate tense situations
• Tech savvy with the ability to navigate support tools while conversing
• High attention to detail for logging interactions

About the Company

Base is America’s next-generation power company, rebuilding the foundation of modern civilization by deploying a vast network of distributed batteries to transform the electrical grid into a resilient and abundant system.