What are the responsibilities and job description for the Client Success Specialist position at My Senior Health Plan?
My Senior Health Plan is looking for upbeat, compassionate individuals who are hardworking, reliable, and committed to doing their best every day! Is your passion helping people? Do you love talking on the phone? Then this job is for you! We have been in business for over 17 years helping seniors with their Medicare insurance options but still have the small-business feel. There is MUCH opportunity for growth and development.
Essential Responsibilities:
- THIS IS A FULL TIME, ONSITE POSITION. This is NOT a Re mote/Hy brid position.
- Assisting prospects with Medicare eligibility.
- Responsible for customer outreach to assess satisfaction, identify issues and triage to appropriate team members for inquiries.
- Responds to customers with thoroughness, kindness, patience, and professionalism in a timely manner.
- Efficiently processes administrative tasks as assigned, adjusting outbound calling workload for occasional data input projects.
Essential Duties:
- Communicate professionally with clients & prospects with an excellent command of English (Native level fluency required in reading/writing/speaking English) *Multilingual is a plus!
- Outbound calling projects based on assigned client lists – average 125-200 calls/day
- Conduct customer satisfaction assessments – 30/60/90 day follow ups – following scripting for assigned client lists
- Completes intake of client data through CRM (Salesforce)
- Transfer questions and issues to My Senior Health Plan Inc. Customer Project Specialist team
- Customer service· During the Annual Enrollment Period, provide profile review/intake support on existing clients for the Plan Review & Enrollment department
- Appointment No Show follow up calls for new business; transfer calls to Sales Reps or reschedule appointments
- Send client satisfaction surveys via email
- Back-up to all Administrative functions, including answering inbound calls
- Work closely with the Customer Project Specialist (Administrative) and Business Development Specialist (Sales Opener) Teams to continue development
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
- Associate's degree (or experience in lieu of)
- 1-3 years of administrative/tele sales/clerical and customer service experience
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
OTHER SKILLS AND ABILITIES:
- An eagerness to learn and build an understanding of the senior health insurance plans offered.
- High energy, positive attitude, attention to detail and very dependable.
- Experience with CRMs
- Excellent phone presence
- Excellent command of written and spoken English
- Professional and personable demeanor
- Highly organized
- Detail-oriented
- Proficiency with MS Office applications of Outlook, Word, and Teams. Experience with reading and creating Excel documents.
- Excellent multi-tasker
- Eagerness to learn new tasks and grow with the company
- Initiative to take on additional responsibilities
- Open and enthusiastic about coaching
- Maintains a sense of urgency with all tasks
- Experience with auto-dialer preferred
We offer:
- Competitive base pay, based on experience, and bonuses
- Health insurance including Dental, Life, and Vision – Employer pays 70%!
- 401k Match and Profit-sharing
- Paid Sick Time & Vacation Time
- Paid Holidays
- A positive work environment
My Senior Health Plan is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, gender, sexual orientation, gender identity, gender expression, transgender, pregnancy, marital status, national origin, ancestry, citizenship status, age, disability, protected Veteran Status, genetics or any other characteristic protected by applicable federal, state, or local law.
*All offers of employment are contingent upon successfully passing a pre-employment drug test and background check. My Senior Health Plan* participates in E-Verify.*
