Client Services Specialist II - Agent Services Call Center

Job Summary:

• Customer Service Representatives are the face of Healthcare and impact the agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled.
• Engages, consults, and educates members based upon the member’s unique needs, preferences and understanding of Healthcare plans, tools, and resources to help guide the members along a clear path to care.
• Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures to engage, consult and educate agents based upon the agent's unique needs, preferences and understanding of Healthcare plans, tools, and resources.
• In this role, you will act as a primary resource for our products and provide support for agents and/or customer teams.
• In this role you will learn how to help our agents grow their sales in the Medicare health market while building a strong and collaborative relationship with your team.
• Our department has a history of growth and is an encouraging and positive place to work.
• If you have a strong work ethic, cheerful outlook, and willingness to learn, along with the correct skills and qualifications, we would love to have you join our team.
• You will function as a primary resource for product and agent service support for field sales and/or customer teams.

Duties:

• Possesses knowledge all Healthcare health products available to the senior market.
• Gives guidance with sales inquiries.
• Manages various software applications while taking calls when needed and documents processes effectively.
• Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams.
• Navigates and instructs the customer on how to use agent support website.
• Completes sales orders and requests for materials.
• Trains and mentor other employees if needed.
• Assist Supervisor and Manager with providing support to the team.
• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
• Anticipates agent’s needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).
• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Education:

• High School Diploma required; associate’s degree preferred.

Experience:

• Customer Service - 1-3 Years of Experiences.

• Strong Analytical Skills.
• Basic computer skills.
• Insurance Knowledge – Plus.
• Critical Thinking.
• Multi-Tasking.
• Written and verbal communication are necessary skills.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Working knowledge of problem solving and decision-making skills.
• Handling multiple cases and systems at once.
• Documenting case notes consistently.
• Managing multiple software tools.
• Staying detailoriented in a fastpaced environment.
• Without strong organizational skills, candidates won’t succeed.

Physical Demands:

• May sit, stand, stoop, bend and walk intermittently during the day.
• May sit or stand seven (7) to ten (10) hours per day.
• May be necessary to work extended hours as needed.
• Finger dexterity to operate office equipment required.
• May need to lift up to twenty-five (25) pounds on occasion.
• Visual acuity to see and read fine prints.
• Specific vision abilities required by this role include close vision, color vision and the ability to adjust focus.
• Must be able to hear normal voice sounds.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role.

Work Environment:

• Work in a climate-controlled, smoke-free internal environment.

Safety Sensitive:

• Safety Sensitive.