Customer Service & Retention Specialist

Base Pay Weekly Commission

This is NOT a remote position, in office only.

• Hybrid Options are Available After 90 Day Period
  
  
  

Position: Customer Service & Retention Specialist

Location: Sarasota, FL 34236

Type: Full-time, In-office

Pay Scale/Compensation:

• Base Pay of $18/hour plus weekly commission bonus opportunity
• Commission rate increases based on call volume
• Weekly payouts
• Additional bonuses for retention and referrals
  
  
  

Benefits:

• Health Insurance
• Paid Time Off
• Paid Employee Training
• Employee Referral Program
  
  
  

Job Summary:

The Retention Agent plays a critical role in maintaining and improving customer relationships by proactively engaging with clients, addressing concerns, and preventing policy cancellations. This role requires strong communication skills, problem-solving abilities, and a commitment to high-quality service. Retention Agents will be responsible for handling inbound and outbound calls, ensuring a smooth customer experience, and assisting clients throughout their policy lifecycle.

Key Responsibilities:

Call Management & Customer Interaction:

• Make a minimum of 250 calls per week, including:
• Clients waiting for their policy to go into effect.
• New Signature Medicare Solutions clients.
• Clients who recently changed or are about to change plans.
• Standard inbound customer service calls.
• Provide proactive retention support by addressing customer concerns and reinforcing the value of their policies.
• Facilitate transfers to licensed agents when necessary.
• Maintain professionalism and empathy when handling customer objections or concerns.
  
  

Retention & Policy Follow-Up:

• Identify at-risk policies and take proactive steps to prevent cancellations.
• Educate clients on their policies, answer questions, and resolve potential issues before they escalate.
• Monitor policy activation timelines and follow up with clients who are pending effectuation.
  
  
  

Data & Reporting:

• Provide detailed daily feedback to the Team Lead regarding customer concerns, policy trends, and retention challenges.
• Provide concise call details to the Team Lead, to ensure they update CRM accordingly.
• Flag incorrect CRM data and provide necessary corrections to the Team Lead.
• Track and report common customer pain points to improve retention strategies.
  
  
  

Company Culture:

At Signature Medicare Solutions, we pride ourselves on our culture of efficiency, excellence, effort, and energy. We're passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our team.

Growth Opportunities:

At Signature Medicare Solutions, we believe in investing in our employees' growth and development. Joining our team opens doors to numerous opportunities for advancement within the company.

Qualifications & Skills:

• Previous customer service, sales, or retention experience preferred.
• Strong verbal communication and problem-solving skills.
• Ability to work in a fast-paced environment and handle high call volumes.
• Comfortable using Convoso, CRM, and other retention tools.
• Detail-oriented with excellent record-keeping and documentation skills.
• Goal-driven and motivated to exceed retention targets.
  
  
  

Work Environment & Expectations:

• Must be able to work full-time, on-site at the designated office.
• Expected to contribute ideas and feedback to improve customer retention strategies.
• Reports directly to the Team Lead, working collaboratively to improve department goals.