Customer Support Specialist

Duration: 3 Months of Contract

JOB SUMMARY

This essential role to Florida Blue Direct Sales is a High-Touch role with our active members and nonmembers looking to purchase insurance from us. Strong listening skills is a must, the ability to understand the reason for customers call and provide the best experience while ensuring we direct and transfer them to the proper area. In addition to handling inbound calls, you will assist with outbound campaign initiatives and appointment setting and follow up calls. This role is a support role to our sales agents. Essential Functions The essential functions listed represent the major duties of this role, additional duties may be assigned. Triage inbound sales calls to ensure calls are routed properly, lead information is captured in CRM and positive customer experience is delivered. Must Follow all compliance guidelines including proper use of script, Authentication, PHI and DNC business processes. Deliver a sustained, personalized outreach approach that serves to quickly develop rapport and a trusting relationship with members through outbound campaigns Assist with scheduling and callback of follow up appointments. Years of Experience Experience Details 0-1 years related work experience High school diploma or GED Additional Required Qualifications Ability to make/take high volume of calls daily, utilizing exceptional call skills, with an emphasis on professionalism and first call resolution. Experience using computer, navigating among multiple systems and screens frequently, keyboarding and data entry skills. Experience with listening and relating key information based on customers need and our outbound campaign to apply appropriate responses and actions. Experience with writing and communicating effectively within multiple communication channels including, telephone and email environments. Ability to work flexible schedules including evenings, weekends and holidays. Additional Preferred Qualifications Post high school education, including vocational, college, or related training or education within a structured schedule and work environment. Professional Contact Center, and/or service advisor role for professional product or service. Bilingual. (Spanish/English) preferred, but not required (25% needed). Experience utilizing SalesForce.com and Five 9 Telephony, or related software applications. #J-18808-Ljbffr Open Systems Inc.