Customer Success Agent

Customer Success Agent

The Customer Success Agent (CSA) is responsible for making outbound and receiving inbound calls to Medicare Supplement/Advantage clients. The primary focus of the position is to retain our book of business. Hence, the role requires the ability to build rapport, educate our clientele, answer questions clearly, and focus on issue resolution. The CSA also must be able to seek and deliver on new business opportunities as well as work with our existing clients to make changes to their coverage or add additional coverage to their current portfolio. This position is fast-paced, requires effective time management, and must focus on delivering an exceptional customer experience.

Starting pay is $22/hr + uncapped commission earnings on an increasing pay structure. Target compensation is $61,534. Immersive, hands-on training. Hours are full-time Monday - Friday between 8 am - 5 pm CST with some opportunity for OT during busier seasons. Paid nationwide insurance licensing.

The essential duties for this role include, but are not limited to:

• Make outbound calls to an assigned portion of the agency book of business in order to offer assistance or to rewrite the policy.
• Ensure the fulfillment of any rewritten business.
• Provide answers to customer questions that cover a range of topics in the Medicare Supplement/Advantage spectrum.
• Investigate and resolve any payment complications for policyholders.
• Simultaneously navigate multiple systems while conducting consumer calls.
• Complete case management tasks (i.e., create, document, close, etc.) in Salesforce.
• Cross-sell ancillary products to existing clients.
• Identify and engage in new business and selling opportunities as they become available.
• Meet department goals and key performance indicators, including monthly occupancy rates.
• Attend and contribute to regularly scheduled and ad hoc team meetings and training sessions.
• Deliver a consistent and exceptional customer experience by maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Perform other duties and responsibilities as assigned.

Qualifications:

• High School diploma or equivalent
• Minimum of one (1) year pre-sales or customer service experience
• Previous experience working in the Medicare health insurance industry, preferred
• Must demonstrate a passion and the ability to deliver an exceptional customer experience
• Adaptable to new technology
• Strong attention to detail and accuracy with excellent written, verbal, and interpersonal communication skills
• Ability to work in a fast-paced team environment while simultaneously managing and prioritizing multiple projects with strict deadlines.

Work from home requirements:

• Existing reliable hard-wired, high-speed internet connection with an Ethernet port
• Cell phone system updated within the last two years for system access
• Designated workplace that is HIPAA compliant

Security Responsibilities:

• Operating in alignment with policies and standards
• Reporting Security Incidents
• Completing assigned training
• Protecting assigned organizational assets

Additional Information:

Benefits:

• Competitive Compensation
• Medical, Dental and vision benefits after a short waiting period
• 401(k) matching program
• Life Insurance, and Short-term and Long-term Disability Insurance
• Optional enrollment includes HSA/FSA, AD&D, Spousal/Dependent Life Insurance, Travel Assist and Legal Plan
• Generous paid time off (PTO) program starting at 15 days your first year
• 15 paid Holidays (includes holiday break between Christmas and New Year's)
• 10 days of Paid Parental Leave and 5 days of Paid Birth Recovery Leave
• Annual Volunteer Time Off (VTO) and a donation matching program
• Employee Assistance Program (EAP) - health and well-being on and off the job
• Rewards and Recognition
• Diverse, inclusive and welcoming culture
• Training program and ongoing support throughout your Venture Spring Venture Group career

Spring Venture Group is an Equal Opportunity Employer