Posted on Sep. 27, 2016
Full Time, Part Time
Health Insurance, Life Insurance, Disability Insurance, 401k / Retirement Plan
Job Summary: 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 Center of Excellence - 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.
Minimum Abilities and Skills Required
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
Excellent communication, analytical, listening and organizational skills
Must be organized, detail oriented, customer focused, self-motivated, able to multi task and be a team player
Intermediate level of knowledge with PC hardware and software (MS Word, Excel & internet browsing)
High School Diploma
Regular and on-time attendance
Must be able to adhere to schedule changes based on department and/or business needs.
Competitive Base + Lucrative commission plan $$$
Monday- Friday schedules (No week-ends!)
:DP University - Paid Training!!!
Company breakfast & lunch provided once a month
Competitive benefits package
Eligibility 1st of the month following date of hire:
- Medical Insurance (Various options)
- Dental Savings Plan / Telemedicine (100% company paid)
- Other voluntary insurance (STD/LTD, Life Insurance, etc)
Other Benefits include
- 10 days of PTO (accrued annually)
- 7 Paid Holidays per year
- 2 Floating Holidays per year
- Employee referral program
A company culture where ‘Winning is Fun’ is our motto!