Full-Time 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 is retaining business. The role requires building rapport, educating clients, answering questions clearly, and resolving issues.

The CSA also seeks and delivers on new business opportunities, works with existing clients to make changes or add coverage.

This is a fast-paced role with effective time management required to provide exceptional customer experience.

Starting pay is $23/hr + uncapped commission on an increasing pay structure. Target compensation is $52,500.

Paid training starts July 14th.

Hours are full-time Monday-Friday, 8 am - 5 pm CST, with potential overtime during busier seasons.

Essential duties include:

• Making outbound calls to offer assistance or rewrite policies.
• Ensuring fulfillment of rewritten business.
• Answering customer questions about Medicare Supplement/Advantage.
• Investigating and resolving payment complications.
• Navigating multiple systems during calls.
• Completing case management tasks in Salesforce.
• Cross-selling ancillary products.
• Identifying and pursuing new business opportunities.
• Meeting department goals and KPIs (including monthly occupancy rates).
• Attending team meetings and training sessions.
• Providing consistent, exceptional customer experience.
• Performing other duties as assigned.

Requirements:

• High school diploma or equivalent
• Health & Life License preferred
• 1+ year pre-sales or customer service experience
• Medicare health insurance experience preferred
• Passion for providing exceptional customer service
• Adaptability to new technology
• Strong attention to detail
• Excellent written, verbal, and interpersonal communication skills
• Ability to work in a fast-paced environment

Work from home requirements:

• Reliable high-speed internet connection (30+mbps download, 10+mbps upload, 100+mbps/25+mbps recommended)
• Cell phone system updated within last two years
• HIPAA-compliant designated workplace
• Private, quiet area for a desktop computer with multiple monitors
• Ability to focus 100% on work during designated hours

Security Responsibilities:

• Operating in alignment with policies and standards
• Reporting security incidents
• Completing assigned training
• Protecting assigned organizational assets

Benefits:

• Competitive compensation
• Medical, dental, vision benefits
• 401(k) matching
• Life insurance, disability insurance
• Optional HSA/FSA, AD&D, spousal/dependent life insurance, travel assist, and legal plan
• Generous PTO (15 days first year)
• 15 paid holidays
• Paid parental leave
• Volunteer Time Off (VTO), donation matching
• Employee Assistance Program (EAP)
• Rewards and recognition
• Diverse, inclusive, welcoming culture
• Training program and support

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