Customer Success Agent

About the role

The Customer Success Agent (CSA) role involves making outbound and receiving inbound calls to Medicare Supplement/Advantage clients to retain the book of business. Key responsibilities include building rapport, educating clients, answering questions, resolving issues, seeking new business opportunities, and delivering an exceptional customer experience.

Responsibilities

• Make outbound calls to an assigned portion of the agency book of business to offer assistance or rewrite the policy.
• Ensure the fulfillment of any rewritten business.
• Provide answers to customer questions covering a range of topics in the Medicare Supplement/Advantage spectrum.
• Investigate and resolve any payment complications for policyholders.
• Navigate multiple systems while conducting consumer calls.
• Complete case management tasks in Salesforce.
• 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 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.

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.
• Demonstrate a passion and 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 managing and prioritizing multiple projects with strict deadlines.
• Existing reliable hard-wired, high-speed internet connection with an Ethernet port.
• Designated workplace that is HIPAA compliant.
• Ability to focus 100% on SVG responsibilities during designated work hours.
• 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.

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.
• Demonstrate a passion and 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 managing and prioritizing multiple projects with strict deadlines.

Skills

• Excellent written, verbal, and interpersonal communication skills.
• Adaptable to new technology.
• Strong attention to detail and accuracy.
• Ability to work in a fast-paced team environment.

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.

Pay

$22/hr + uncapped commission earnings on an increasing pay structure. Target compensation is $61,534.

Schedule

Full-time Monday - Friday between 8 am - 5 pm CST with some opportunity for OT during busier seasons.