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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Additional Information

Compensation: 

$23/hr + Commmission

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 P