Customer Success Agent
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Job Description
Customer Success Agent retaining Medicare Supplement/Advantage clients for Spring Venture Group, a health insurance distribution company. Handling calls, policy changes, payment issues, case management, and ancillary-product sales.
Responsibilities:
- Make outbound calls to an assigned portion of the agency book of business to offer assistance or rewrite policies
- Ensure fulfillment of rewritten business
- Answer customer questions across the Medicare Supplement/Advantage spectrum
- Investigate and resolve payment complications for policyholders
- Navigate multiple systems while conducting consumer calls
- Complete case management tasks in Salesforce, including creating, documenting, and closing cases
- Cross-sell ancillary products to existing clients
- Identify and engage in new business and selling opportunities
- Meet department goals and key performance indicators, including monthly occupancy rates
- Attend and contribute to scheduled and ad hoc team meetings and training sessions
- Deliver a consistent, exceptional customer experience through a positive, empathetic, and professional approach
- Perform other assigned duties and responsibilities
Requirements:
- 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
- Passion and ability to deliver an exceptional customer experience
- Adaptability to new technology
- Strong attention to detail and accuracy
- Excellent written, verbal, and interpersonal communication skills
- Ability to work in a fast-paced team environment while managing and prioritizing multiple projects with strict deadlines
- Reliable hard-wired, high-speed internet connection with an Ethernet port
- Required internet speed of 30+ Mbps download and 10+ Mbps upload
- Cell phone system updated within the last two years for system access
- Designated HIPAA-compliant workplace
- Private, quiet work area accommodating a desktop computer with multiple monitors
- Ability to focus 100% on Spring Venture Group responsibilities during designated work hours
- Ability to operate in alignment with security policies and standards
- Ability to report security incidents
- Completion of assigned training
- Ability to protect assigned organizational assets
Benefits:
- Uncapped commission earnings on an increasing pay structure
- Immersive, hands-on training
- Paid nationwide insurance licensing
- Opportunity for overtime during busier seasons
- Medical, dental and vision benefits after a short waiting period
- 401(k) matching program
- Life Insurance
- Short-term and Long-term Disability Insurance
- Optional HSA/FSA
- Optional AD&D
- Optional Spousal/Dependent Life Insurance
- Optional Travel Assist
- Optional Legal Plan
- Generous paid time off (PTO) program starting at 15 days your first year
- 15 paid Holidays, including holiday break between Christmas and New Year's
- 10 days of Paid Parental Leave
- 5 days of Paid Birth Recovery Leave
- Annual Volunteer Time Off (VTO)
- Donation matching program
- Employee Assistance Program (EAP)
- Rewards and Recognition
- Diverse, inclusive and welcoming culture
- Training program and ongoing support throughout your Spring Venture Group career
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