Job Description

Job Duties and Responsibilities:

• Interface with customers in a call center environment
• Must achieve daily, weekly and monthly quotas set up by management
• Retain existing customers while providing exemplary customer service
• Provide customers with a vast knowledge of information, i.e. products and services, rates and benefits
• Provide alternative pricing options and other retention offers to maintain existing customers
• Required to know benefits and features of products and services
• Accurately identify customer accounts to effectively determine the product(s) and pricing eligibility
• Navigate through multiple systems in a timely manner
• Perform data entry tasks associated with a customer's account
• Complete all commitments offered to customer in a timely manner, i.e. call backs and rate adjustments
• Must follow all guidelines set up by company
• Use training and educational tools to enhance customer service/retention skills
• Volunteer and actively participate in team meetings and activities
• Perform other assigned duties and tasks necessary to support the Customer Relations/Retention Department

Job Required Qualification:

• At least 6 months of experience in a healthcare account

• At least 2-3 years' experience with Retention/ Customer retention experience

• Ability to listen, negotiate and work with a wide range of customers
• Ability to address problems that involve critical thinking in a tactful manner
• Ability to effectively communicate information to customers
• Maintain confidentiality regarding company, customer and employee information
• Excellent computer skills and ability to navigate through multiple systems
• Understand quality standards for work and represent company in a positive light

Travel Required:   0 – 10%  

Language Skills 

Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.  

Physical Demands    

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.