Title: Telesales Engagement Agent
Duration: 4 Months Assignment
Shift: Flexible to work 8-hour shifts Monday through Sunday from 8:00am to 10:00pm as per eastern zone (or as business demands).
Location: Remote
 
Note: Fluent in English and Spanish both are highly preferred.
Licenses/Certification Details
Active Florida state health 215/240 Health license required
 
Job Description:             
The Telesales Engagement Agent for Commercial U65 is an entry level sales and engagement role that will focus member engagement campaigns and selling health and ancillary products through inbound/outbound calls. The Telesales Engagement Agent is responsible for communicating specific messaging on various engagement campaigns throughout the year. As directed, the Telesales Engagement Agent may also engage in sales. When selling, they are responsible for reaching the decision maker, completing the needs and analysis, and converting that prospect to a member. This position requires the use of multiple systems to analyze customer records and submit accurate data in our Customer Relationship Management tool. Additionally, this position will focus on managing lead list appropriate product.
 
The essential functions listed represent the major duties of this role, additional duties may be assigned.
Engagement
• Facilitate member outreach on specified engagement campaigns throughout the year via inbound and outbound calling, documenting call outcomes accurately in the CRM
• Drive member engagement by educating the member on plan specific benefits, encouraging plan utilization, and ensuring members are paying premiums on time
• Work outbound campaigns off manual lists from management or through the automated telephonic system
• Answer questions and make changes to existing policies as needed
• Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
• Encourage member contact by offering scheduled call-backs as necessary
• Demonstrate business demeanor and professionalism through clear and effective and actionable communication (verbal, written and listening skills). Ability to apply patience and empathy while adjusting your communication style to match that of the customer
• High commitment to accuracy, high quality and detail-oriented work
 
Sales
• Generate new customer sales and maintain existing members via qualified inbound calls/outbound for multiple products.
• Generate Sales for all health segments including Ancillary. In addition to other lines of business as required.
• Manage the customer lifecycle which includes Acquire, Welcome, Engage, Retain, and Re-sell
• Responsible for A Sales Quota for Health and Ancillary products.
• Sales agents are required to work their Book of business, including leads, open opportunities, and additional cross sales opportunities to maximize sales and follow up with customers.
• Maintain regular contact with clients, for follow up buying decision and retention.
• Answer questions and make changes to existing policies as needed.
• Respond to customer inquiries regarding product offerings and product changes.
• Solicit cross-selling opportunities from existing and new customers.
• Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
• Identify and overcome buying obstacles from new customers and existing members.
• Drive growth by exceeding sales goals and objectives as established by the management team which includes new sales and retention.
• Exceed all company and client driven metrics for sales revenue, retention rates, quality, compliance, and service level.
 
Compliance
• Strive to resolve customer issues on the first call and log information related to those calls
• Follows compliant sales and engagement scripts, and compliant procedures
• Researches and resolves disputes and problems within established guidelines
• Completes, processes and maintains applicable paperwork and records
 
Years of Experience
0-1 years related work experience
 
Education Level
High school diploma or GED
 
Additional Required Qualifications:
• Excellent verbal and written communication skills, including well developed interpersonal skills
• Experience using computers and navigating among multiple systems and screens
• Typing skills
• Experience working independently and as part of a team
• Demonstrated written and oral communication skills
• The ability to work flexible schedules including evenings, weekends and holidays
• Experience with listening and relating key information to comparable selling situations to apply appropriate responses and actions
 
Additional Preferred Qualifications:
• Call center experience
• Experience working in a remote environment
• Experience as a telesales agent
• Bilingual. (Spanish/English) preferred, but not required (25% needed).
Comments for Suppliers:            
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $21.00/hr - $23.50/hr.