What are the responsibilities and job description for the Customer Care Representative position at Spring Venture Group?

Company Description

Who We Are :

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

OVERVIEW

The Customer Service Representative responds to all inbound calls, voicemail, messages left with Answer Kansas City, and email inquiries within one business day of initial contact; while providing personal interaction, building customer loyalty and reducing customer effort.

REPORTS TO

The Customer Service Representative reports to the Manager in the Customer Service Department.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to :

Receiving inbound calls and placing outbound calls

Determine client needs : clarify desired information : effective date, premium amount, ID card request, explanation of benefits and general medicare questions.

Fulfill request by providing accurate information or forwarding request to appropriate person / department.

Provide prompt call-backs to clients to follow up on requested information

Communicate effectively with carriers to confirm accurate information pertaining to client policies.

Manage Customer Service email box

Respond to emails in a timely manner with accurate information

Provide additional support to agency sales staff

Handle client inquiries once policy is issued

Communicate with sales agents effectively and in a timely manner of client concerns : cancellations, application errors, app submitted inquires.

Respond to agent emails requesting assistance

Recognize opportunity for up-sells; such as DVH or CI policies, offer basic suggestions then forward onto a licensed agent.

Clearly and accurately maintain a record of all customer interaction in our CRM system

Clear documenting of communication between client and customer service providing continuity and a link between members of the team.

Accurately updating any changes to the policy lead in a timely manner to reflect what the carrier site states to avoid miscommunication.

Perform other duties

ROLE COMPETENCIES

The competencies for this role include, but are not limited to :

Learning Ability

Problem Solving

Dependability

Qualifications

High School diploma or equivalent

Effective oral and written communication skills.

Efficient multitasker.

Excellent problem-solving skills.

Additional Information

Compensation : 20 / hr

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 Parental Leave and 5 days of Paid Birth Recovery Leave

Annual Volunteer Time Off (VTO) and a donation matching program

Employee Assistance Program (EAP) - health and well-being on and off the job

Rewards and Recognition

Diverse, inclusive and welcoming culture

Training program and ongoing support throughout your Venture Spring Venture Group career

Estimated Job Posting End Date :

3 / 14 / 2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

Security Responsibilities :

Operating in alignment with policies and standards

Reporting Security Incidents Completing assigned training

Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer Learn More

Salary : $20

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