https://JOBS.THEPANTHERGRP.COM/ en-us Member Services Representative I / II – Massachusetts Residents

Pay Range: $18–$20 per hour, depending on experience
Location Requirement: Must reside in Massachusetts
Language: English proficiency required; English/Spanish bilingual skills preferred

Position Summary

We are seeking customer-focused Member Services Representatives to support healthcare and member service programs. Representatives respond to inquiries, explain program information, assist with accessing services, and help resolve member concerns while providing professional, accurate, and timely customer service.

Opportunities are available for candidates with varying levels of relevant experience. Assignment at the Representative I or II level will depend on experience, qualifications, and program needs. More experienced representatives may support multiple programs, handle complex inquiries, and assist with training or team support.

Primary Responsibilities

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  Handle inbound calls and outbound follow-up to assist members, customers, providers, and other callers.
  
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  Provide information about program requirements, benefits, available services, and resources according to established guidelines.
  
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  Research questions and concerns using multiple systems, databases, and reference materials.
  
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  Resolve inquiries within the scope of the role and escalate issues requiring additional assistance.
  
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  Accurately document interactions, actions taken, and follow-up needs.
  
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  Coordinate with internal teams and external contacts, as needed, to support timely resolution of member issues.
  
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  Demonstrate active listening, empathy, clear communication, and professionalism when assisting diverse populations.
  
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  Meet established expectations for attendance, schedule adherence, service quality, accuracy, and productivity.
  
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  Participate in required training, team meetings, and quality improvement activities.
  
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  Protect confidential member and business information in accordance with HIPAA and applicable organizational and program policies.
  

Additional Responsibilities for Experienced Representatives

Depending on the assignment, Representative II responsibilities may include:

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  Handle escalated or more complex inquiries requiring additional research and coordination.
  
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  Support multiple programs and apply program-specific procedures accurately.
  
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  Assist with claims or billing-related inquiries and reconciliation activities, as applicable.
  
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  Provide guidance, mentoring, or on-the-job support to other representatives.
  
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  Assist with program updates, system testing, process improvements, and training materials.
  

Qualifications

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  Relevant experience in customer service, member services, a contact center, information and referral, or a related service role.
  
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  Healthcare, health insurance, benefits, or human services experience preferred.
  
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  Candidates with transferable customer service experience are encouraged to apply for Representative I opportunities.
  
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  Representative II candidates should demonstrate experience independently resolving more complex inquiries, navigating multiple systems, or supporting healthcare or member service programs.
  
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  Relevant college coursework, certifications, or additional education preferred.
  
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  Ability to read, write, and communicate clearly in English.
  
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  Bilingual English/Spanish proficiency preferred; language requirements may vary by assignment.
  
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  Must reside in Massachusetts and reliably work the assigned schedule. Scheduling needs may include evenings, weekends, or holidays, depending on the program.
  

Required Skills

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  Strong customer service, active listening, and interpersonal skills.
  
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  Sound judgment, attention to detail, and effective problem-solving abilities.
  
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  Ability to learn program information, follow procedures, and navigate multiple computer systems.
  
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  Strong organizational skills and the ability to manage calls, documentation, and follow-up tasks.
  
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  Accurate typing and data entry skills, with a target proficiency of at least 30 words per minute.
  
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  Basic proficiency with internet browsers, Microsoft Outlook, Word, and Excel.
  

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]]> Fri, 02 Oct 2026 00:00:00 EDT 0 We’re looking for a Customer Service Representative to join a leading manufacturing company supporting customers in the commercial, military, and aerospace industries.

This is a great opportunity for someone who enjoys building relationships, solving problems, staying organized, and working closely with customers and internal teams. You’ll play an important role in making sure customer needs are handled accurately and efficiently from the initial inquiry through order fulfillment.
What You’ll Do

• Serve as a key point of contact for commercial, military, and aerospace customers.
• Respond to customer inquiries, orders, and support requests.
• Work with RFQs, RFPs, and contract review processes for defense and aerospace customers.
• Process customer orders, quotes, and returns accurately using an ERP system.
• Partner with Engineering, Production, Logistics, and Sales to make sure customer requirements are met.
• Monitor orders and proactively communicate updates, delays, or changes.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Help resolve customer issues involving product quality, delivery, or documentation.
• Support the sales team with customer information, reporting, and follow-up.
• Look for opportunities to improve processes and enhance the overall customer experience.

What We’re Looking For

• High school diploma or equivalent required; an Associate’s or Bachelor’s degree is preferred.
• 2+ years of customer service experience, ideally in manufacturing, defense, or aerospace.
• Experience working with an ERP system such as SAP, Oracle, or similar.
• Proficiency with Microsoft Office.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and a commitment to accuracy and compliance.
• Familiarity with military/aerospace industry standards is a plus.

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