Note: The job is a remote job and is open to candidates in USA. Spring Venture Group is a Medicare health insurance distribution company that helps people select coverage supporting their health and financial well-being. The Customer Success Agent makes outbound and receives inbound calls, supports Medicare clients, retains existing business, resolves issues, manages coverage changes, and identifies sales opportunities while delivering an exceptional customer experience.
Responsibilities
- 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
- Operating in alignment with policies and standards
- Reporting Security Incidents
- Completing assigned training
- Protecting assigned organizational assets
Skills
- High School diploma or equivalent
- Minimum of one (1) year pre-sales or customer service experience
- 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
- Existing reliable hard-wired, high-speed internet connection with an Ethernet port
- Required internet speed: 30+ mbps download, 10+ 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
- Previous experience working in the Medicare health insurance industry, preferred
Benefits
- Uncapped commission earnings on an increasing pay structure
- Immersive, hands-on training
- Paid nationwide insurance licensing
- 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 Spring Venture Group career
- Computer equipment will be provided
Company Overview