Telesales Engagement Agent

The Telesales Engagement Agent for Commercial U65 is an entry level sales and engagement role that will focus member engagement campaigns and selling health and ancillary products through inbound/outbound calls. The Telesales Engagement Agent is responsible for communicating specific messaging on various engagement campaigns throughout the year. As directed, the Telesales Engagement Agent may also engage in sales. When selling, they are responsible for reaching the decision maker, completing the needs and analysis, and converting that prospect to a member. This position requires the use of multiple systems to analyze customer records and submit accurate data in our Customer Relationship Management tool. Additionally, this position will focus on managing lead list appropriate product.

Essential Functions

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Engagement
  
  • Facilitate member outreach on specified engagement campaigns throughout the year via inbound and outbound calling, documenting call outcomes accurately in the CRM
  
  • Drive member engagement by educating the member on plan specific benefits, encouraging plan utilization, and ensuring members are paying premiums on time
  
  • Work outbound campaigns off manual lists from management or through the automated telephonic system
  
  • Answer questions and make changes to existing policies as needed
  
  • Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
  
  • Encourage member contact by offering scheduled call-backs as necessary
  
  • Demonstrate business demeanor and professionalism through clear and effective and actionable communication (verbal, written and listening skills). Ability to apply patience and empathy while adjusting your communication style to match that of the customer
  
  • High commitment to accuracy, high quality and detail-oriented work
  
  (60%)
• Sales
  
  • Generate new customer sales and maintain existing members via qualified inbound calls/outbound for multiple products.
  
  • Generate Sales for all health segments including Ancillary. In addition to other lines of business as required.
  
  • Manage the customer lifecycle which includes Acquire, Welcome, Engage, Retain, and Re-sell
  
  • Responsible for A Sales Quota for Health and Ancillary products.
  
  • Sales agents are required to work their Book of business, including leads, open opportunities, and additional cross sales opportunities to maximize sales and follow up with customers.
  
  • Maintain regular contact with clients, for follow up buying decision and retention.
  
  • Answer questions and make changes to existing policies as needed.
  
  • Respond to customer inquiries regarding product offerings and product changes.
  
  • Solicit cross-selling opportunities from existing and new customers.
  
  • Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
  
  • Identify and overcome buying obstacles from new customers and existing members.
  
  • Drive growth by exceeding sales goals and objectives as established by the management team which includes new sales and retention.
  
  • Exceed all company and client driven metrics for sales revenue, retention rates, quality, compliance, and service level.
  
  (20%)
• Compliance
  
  • Strive to resolve customer issues on the first call and log information related to those calls
  
  • Follows compliant sales and engagement scripts, and compliant procedures
  
  • Researches and resolves disputes and problems within established guidelines
  
  • Completes, processes and maintains applicable paperwork and records
  
  (20%)

Qualifications

Required Work Experience
0-1 years related work experience. Experience Details:

Required Management Experience
No supervisory/management experience required

Required Education
High school diploma or GED

Required Licenses and Certifications
Active Florida state health 240 Health license required 30 Days

Additional Required Qualifications

Excellent verbal and written communication skills, including well developed interpersonal skills
Experience using computers and navigating among multiple systems and screens
Typing skills
Experience working independently and as part of a team
Demonstrated written and oral communication skills
The ability to work flexible schedules including evenings, weekends and holidays
Experience with listening and relating key information to comparable selling situations to apply appropriate responses and actions

Additional Preferred Qualifications
Call center experience Experience working in a remote environment Experience as a telesales agent Bilingual. (Spanish/English) preferred, but not required (25% needed).

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.


What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:
Medical, dental, vision, life and global travel health insurance;Income protection benefits: life insurance, Short- and long-term disability programs;Leave programs to support personal circumstances;Retirement Savings Plan includes employer contribution and employer match;Paid time off, volunteer time off, and 11 holidaysAdditional voluntary benefits available; andA comprehensive wellness program
Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Hourly Pay Range: $12 – $20

Typical Hourly Pay Range: $12 – $15