Medifast, Inc.

Customer Support Specialist

Job Location US-MD-Baltimore
Job ID
Job Category
Customer Service/Support
Regular Full-Time


Field First Specialist (FFS) are frontline service professionals that field incoming communications via phone, email & social media from OPTAVIA Coaches. FFSs support our OPTAVIA Coaches by providing program and product information, resolving issues, managing OPTAVIA Coach business calls, and providing educational and informational data to drive new and continued business. FFSs are also responsible for managing a multitude of other service related tasks that vary through the monthly sales cycle as well as annually.

FFSs handle 40-60 contacts per day through OPTAVIA’s inbound sales and service telephone queues as well as outbound outreach and follow up to OPTAVIA Coaches. FFSs create the Ultimate Client Experience for our OPTAVIA Coaches by delivering service in a professional and caring manner while meeting productivity standards established by the department.  

FFSs are trained to provide complex Client and OPTAVIA Coach support for OPTAVIA using multiple software systems.  They must maintain a continuing knowledge base on products and services as well as OPTAVIA business processes and procedures, along with the ability to research issues through available tools and resources.


  • Answer e-mails, chats, and telephone calls in a timely, accurate, and professional manner.
  • Conduct outbound calls to congratulate OPTAVIA Coaches on rank advancements as well as educate on new products, services and systems.
  • Demonstrate superior listening skills and the ability to manage OPTAVIA® Coach, requests and concerns in a timely, professional and efficient manner.
  • Manage and resolve complex issues providing research that is timely and accurate with complete follow up regarding OPTAVIA Coach concerns, questions, and complaints directly with OPTAVIA Coaches
  • Act as a back-up to the client support teams during high call volume periods


  • High school diploma or GED required; Bachelor’s degree preferred.
  • 4+ years of customer service, call center, or retail experience.
  • Possess advanced phone etiquette, problem solving and customer service skills and exhibits a caring, professional, and enthusiastic demeanor when speaking to OPTAVIA Coaches both verbally and in writing.
  • Requires the ability to manage challenging situations demonstrating the ability to communicate effectively using de-escalation techniques, while maintaining a strong personalized business relationship.
  • Flexibility to work a changing schedule based on the needs of the business; including some weekends.
  • Must have advanced PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel;
  • Ability to multitask.




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