Customer Success Agent

Company Description

As a leader in Medicare health insurance distribution, Spring Venture Group guides people through one of their most important life decisions — finding the right insurance coverage. We are on a mission to be the most trusted partner for our customers and our people, enabling empowered decisions along the journey to health and financial well-being.

Spring Venture Group offers incredible culture, benefits, and fantastic income potential in a stable and successful work environment at a Medicare agency. This starts with a workplace that empowers people to do their best work. Come build a rewarding career and make a meaningful impact on peoples’ lives in an environment that values your determination. Join our diverse, inclusive team and get ready to crush your goals!

Job Description

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.

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 policy holders.

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

Health & Life License preferred

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 ethernet port

Required internet speed: 30+ mbps download, 10+ mbps upload speeds

Recommended: 100+ mbps download, 25+ mbps upload speeds

Cell phone system updated within the last two years for system access

Designated workplace that is HIPAA compliant

Private, quiet work area that can accommodate a desktop computer with multiple monitors (computer equipment will be provided)

Ability to focus 100% on SVG responsibilities during designated work hours

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Security Responsibilities:

Operating in alignment with policies and standards

Reporting Security Incidents

Completing assigned training

Protecting assigned organizational assets

Additional Information

Compensation:

$23/hr + Commission

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

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 off at 15 days your first year

15 paid Holidays (includes holiday break between Christmas and New Years)

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

Estimated Job Posting End Date:

6/9/2024

*This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

Spring Venture Group is an Equal Opportunity Employer

Spring Venture Group is an Equal Opportunity Employer