Member Retention Specialist

Member Retention Specialist

Full‑time, on‑site position based in Fort Lauderdale, FL.

• Pay: Base $19.00 per hour (annual compensation $50,000‑$60,000).
• Benefits: Health, dental & vision insurance; 15 days PTO; 401(k) with employer match; etc.
• Work Schedule: Monday‑Friday 8:45 AM‑5:15 PM.
• Location: 1901 W Cypress Creek Road, Fort Lauderdale, FL 33309.

MASA is a leader in emergency medical transportation insurance since 1974, serving over 2 million members. Our mission to “protect families with compassion when others don’t” drives a collaborative, employee‑first culture.

• Conduct welcome calls to new members, confirming key information (e.g., name spelling, address).
• Explain membership benefits and welcome package contents clearly.
• Build rapport and provide personalized support to make each member feel valued.
• Identify and refer upsell opportunities to senior specialists, earning commission on successful upgrades.
• Accurately document all member interactions and updates in the CRM system.
• Escalate complex or sensitive issues appropriately.
• Support additional team needs and projects as assigned.

• A high school diploma or equivalent (required).
• At least 1 year of customer service or phone‑based support experience.
• Strong verbal communication skills and a professional, friendly tone.
• Active listening and interpersonal skills to build trust quickly.
• Proficiency using computer systems and basic Microsoft tools (Outlook, Teams).
• Sense of responsibility when handling member information with care and confidentiality.
• Dependable time management and ability to work independently in an on‑site team environment.

• Purpose‑driven work helping people during critical moments.
• Room to grow and earn commission through qualified referrals.
• Supportive team culture built on trust and teamwork.
• Alignment with MASA’s core values:
  Accountability, Compassion, Customer Service Excellence, Trust, Teamwork.
• Professional setting on‑site in Fort Lauderdale.

• Competitive base salary, bonuses, and comprehensive benefits (medical, dental, vision, 401(k) with match, paid time off, disability and life insurance, free MASA membership).
• Professional, friendly culture that supports a clear mission.
• Opportunity to unleash expertise and create lasting impact.

Referrals increase your chances of interviewing at MASA by 2x.