Customer Service Representative II

Alliant Insurance is hiring a Customer Service Representative II at CareValue Senior Market Sales!

CareValue is a rapidly growing national field marketing organization (FMO) based in Canandaigua, New York, specializing in senior life and health insurance. A technology leader, CareValue provides proprietary tools to agents, including the only FMO-offered State Pharmaceutical Assistance Program (SPAP) solution in the marketplace.

https://www.carevalue.com/

SUMMARY

Provide a wide variety of highly valued support services to our external customers and our licensed insurance agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Promote the company's product portfolio and provide service assistance to consumers while ensuring confidentiality and controlling access to sensitive information

• Greet members/prospects that come into the office, verify PHI if applicable, and notify the appropriate team to assist

• Respond to consumer inquiries through inbound and outbound calls as well as internet inquiries to identify their need and direct them to the appropriate team

• Document conversations with members and update notes in the CRM software

• Update database(s) with returned or undeliverable mail

• Develop training guides for the team and assist new hires with training and answering questions

• Assist manager in determining if additional training is necessary

• Resolve escalated customer calls

• Participate in weekly meetings as well as in person or virtually with Manager on a weekly basis

• Regularly communicate with customers on rate changes, product offerings, new policy issuance and other notable topics

QUALIFICATIONS

EDUCATION / EXPERIENCE

High School or GED, required

Associate's or Bachelor's Degree, preferred or equivalent combination of education and experience

Four (4) or more years of customer service, call center, or related experience

Sales and Solutions or Contact Center experience required

Minimum one (1) year of Medicare experience

Comfortable with Microsoft Office Products (Excel, PowerPoint, Outlook)

Leadership experience preferred

SKILLS

Knowledge of the general industry procedures, practices and terminology

Highly effective verbal and written skills

Skill in negotiating and problem solving to resolve internal and external conflicts

Ability to multi-task and handle a fast-paced work environment

Ability to navigate multiple electronic programs

Ability to perform and act professionally in all situations

PERKS AND BENEFITS

Health Insurance*

Dental and vision insurance*

401(k) with company match*

Paid time off

*Available the first of the month following the date of hire.

Equal Opportunity Employer; SMS participates in the E-Verify system

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• Canandaigua, NY 14424, USA