Signature Medicare Solutions · 1 month ago
Customer Service & Retention Specialist
Sarasota, Florida, United States
Full-time
Onsite
New Grad, Entry Level
$18/hr - $30/hrSignature Medicare Solutions is dedicated to enhancing customer relationships and preventing policy cancellations. The Customer Service & Retention Specialist will engage with clients through inbound and outbound calls, ensuring a smooth experience and addressing concerns while focusing on retention strategies.
Insurance Agencies and Brokerages
Responsibilities
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
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
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
Qualification
Required
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
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
Preferred
Previous customer service, sales, or retention experience preferred
Benefits
Health Insurance
Paid Time Off
Paid Employee Training
Employee Referral Program
Company
Signature Medicare Solutions
Our friendly, licensed Medicare Agents are here for you year-round, from helping you find a plan to ensuring you make the most of your benefits, at no cost to you! We’ll never pressure you to enroll and promise to always put your needs first.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase