Customer Success Agent

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. 

• Starting pay is $22/hr uncapped commission earnings on an increasing pay structure. Target compensation is $61534. 

• Immersive hands-on training

• Hours are full-time Monday - Friday between 8 am - 5 pm CST with some opportunity for OT during busier seasons. 

• Paid nationwide insurance licensing.

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 policyholders. 

• 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  

• 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 an 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 :

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 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  

Spring Venture Group is an Equal Opportunity Employer

Spring Venture Group is an Equal Opportunity Employer

Remote Work :

Yes

Employment Type :

Full-time