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.