Agent will be a key member of the inbound contact center who will be
responsible for taking inbound calls and completing outbound calls while
listening to the callers needs and working to fulfill the appropriate
sales opportunity for that caller to ensure retention. Agent will be
responsible for fostering customer relationships by building rapport
with the callers and creating a positive customer experience for each
caller. A combination of being an active listener, articulate, product
and sales-oriented, and possessing the ability to communicate plan
information clearly will make an ideal candidate
Essential Responsibilities and Deliverables
- Thorough understanding of plans, their benefits and features
- Educating callers in a conversational manner utilizing probing questions
- Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar
- Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution
- Maintain our high standard of professionalism and conduct
- Acquire caller and enrollment related information and input all
information into multiple tools while multi-tasking with accuracy.
Critical Working Relationships
- Work closely with internal Medical Mutual of Ohio and external Consumer customers
- Accept feedback from Quality Analysts, supervisors, and other sources
Qualifications, Knowledge, and Skills
- Candidate must possess a high school diploma or equivalent
- Type 35 wpm without errors
- Basic computer skills
- Excellent written and verbal communication skills
- Professional grammar and ability to read and write English
- Excellent listening and comprehension skills with an attention for detail
- Multi-tasking (typing while navigating different interfaces and talking)
- Availability to work flexible shifts including holidays, weekends and evenings
Experience/Knowledge/Skills:
- 1 year or more call center experience
- Prior medical or health insurance experience in Medicare preferred
- Some sales experience
- Knowledge of medical terminology helpful
Measures of Performance
- nts are held to but not limited to metrics such as schedule adherence, average handle time, quality scores and conversion etc.
Personal Attributes
- Good analytical and problem solving skills
- Ability to sit for long periods of time
- Ability to work flexible shifts
- Attention to detail
- Good negotiation skills