Customer Loyalty and Sales

Responsibilities

• Manage qualified inbound cancellation inquiries with the objective of retaining membership and reducing voluntary attrition.
• Conduct consultative conversations to communicate the remaining value of a member’s plan and overall policy benefits.
• Right size members into alternative plan options that better align with their needs and financial situation when appropriate.
• Execute high volume outbound retention campaigns targeting members at risk due to non-payment or lapse status.
• Recover at risk memberships and re-engage members who initiated cancellations through online or self-service channels.
• Serve as the frontline sales team for discount plan products, driving new enrollments and contributing to revenue growth.
• Support inbound sales call overflow when business needs require.
• Efficiently balance blended inbound and outbound call responsibilities while maintaining quality and compliance standards.
• Meet or exceed monthly save rate, sales production, and call productivity goals.
• Maintain accurate documentation across all member interactions.
• Collaborate with leadership to identify trends, cancellation drivers, and opportunities to improve retention and sales strategies.

Requirements

• Proven phone-based sales, retention, or consultative sales experience.
• Strong objection handling and closing skills with a results-driven mindset.
• High energy, competitive drive, and resilience in a performance-based environment.
• Excellent verbal communication and active listening skills.
• Strong organizational skills with the ability to manage high call volumes.
• Adaptability in a dynamic, metrics-focused sales environment.
• Team-oriented mindset with strong individual accountability.
• Experience with CRM systems and call center software is preferred.
• Proficiency in Microsoft Office applications, particularly Excel.

Qualifications

This is a hybrid position working Tuesday, Wednesday, Thursday in office and Monday & Friday from home. Training is from 8:30-5:00 for approximately the first 90 days. Work hours are 10:00 a.m. to 7:00 p.m., Monday through Friday.

Pay

This position is paid on the last day of the month and the 15th of each month, with commission included in the payment on the 15th.

Schedule

This is a hybrid position working Tuesday, Wednesday, Thursday in office and Monday & Friday from home.