Call Center Sales Representative


Fort Lauderdale, FL

Posted on Nov. 7, 2017

Full Time

This position is responsible for both inbound and outbound calls to our existing members and potential new members. This position requires the need to provide: an exceptional sales experience; world-class customer service and accurate presentation our breadth of products. The candidate is expected to ensure every member and potential member is in the best product that fits their needs while overcoming objections and maintaining ethics and morality in your renewal sales strategies. This position does not supervise other personnel and works under general supervision of the Call Center Operations Sr. Director.

Summary of Essential Functions:

Fundamentals of the job and required of all incumbents

• Enthusiastically handle both Inbound and Outbound calls from current and potential new :DentalPlans members with excitement and professionalism. Engage and connect during each interaction to create a great customer experience to increase customer loyalty. Focus on maintaining and increasing membership levels by identifying reasons members and potential members do not enroll/renew
• Educate existing members and potential new member with accurate and detailed dental plan information and options as solutions to meet their individual concerns and ensure successful future member renewal
• Present the product value, ensuring all concerns are resolved to customer satisfaction, appropriately guiding the member and/or potential members with any changes in their plan and/or according to their needs and by following all outlined Sales and Renewal processes and procedures.
• Align package and feature benefits and pricing to the need of the member. Promote, recommend, and sell the value of :DentalPlans packages based on a logical relationship to the customer needs, determined through probing
• Identify, research, and effectively resolve member issues & concerns timely to ensure member renewal.
• Make outbound calls to members whose accounts are about to expire or accounts which have expired in efforts to process the renewal
• Handle member questions, complaints and billing inquiries with the highest degree of quality, courtesy and professionalism to resolve member issues with one call resolution on every interaction. When one call resolution is not possible, follow all outlined call transfer processes
• Follow-up on member inquiries not able to be immediately resolved
• Demonstrate transitional up-selling skills by offering additional benefit products, services, or free RX card to eligible members to add value to Member plans
• Assist members in utilizing their online members area to locate membership information, member ID card, review materials and information to better educate the member on their plan(s), and other resources and affiliate offers available only online
• Demonstrates excellent customer service and diffusing techniques for difficult or escalating situations
• Meets or exceeds Sales goals for department and company. Demonstrates the ability to meet individual performance goals/KPIs (Revenue targets, AUP, Conversion, Outbound Dials & Quality scorecard averages)
• Recognize, document, and alert :DentalPlans management team of trends in member calls to ensure expedient resolutions
• Gain & maintain product & service knowledge in an often changing environment
• Demonstrate :DentalPlans Core Values and follow established policies and procedures
• All other tasks and duties as assigned

Job Qualifications:

Minimum Abilities and Skills Required

• High School Diploma
• At least two years of Sales, Customer Retention and Customer Service experience in a fast paced environment with demonstrated commitment to providing exceptional customer support with proven track record of success
• At least one year of sales experience in a fast paced environment required
• Must have sales and outbound call experience; strong emphasis in healthcare is preferred
• Ability to handle high call volume expectations and make sound business decisions
• Knowledge of telephone sales techniques including Consultative Sales approach
• Intermediate level of knowledge with PC hardware and software (MS Word, Excel & internet browsing)
• Regular and on-time attendance
• Must be able to adhere to schedule changes based on department and/or business needs.
• Must exhibit a demonstrated track record of quality/compliance adherence
• Excellent communication, analytical, listening and organizational skills
• Must be organized, detail oriented, customer focused, self-motivated, able to be a team player
• Confident, positive, take charge attitude
• Must demonstrate a proficiency in verbal and written communication to include spelling, grammar and proper use of the English language

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