Job Description

OVERVIEW
The Customer Service Representative responds to all inbound calls, voicemail, messages left with Answer Kansas City, and email inquiries within one business day of initial contact; while providing personal interaction, building customer loyalty and reducing customer effort.

REPORTS TO
The Customer Service Representative reports to the Manager in the Customer Service Department.

ESSENTIAL DUTIES
The essential duties for this role include, but are not limited to:

• Receiving inbound calls and placing outbound calls
  • Determine client needs: clarify desired information: effective date, premium amount, ID card request, explanation of benefits and general medicare questions.
  • Fulfill request by providing accurate information or forwarding request to appropriate person/department.
  • Provide prompt call-backs to clients to follow up on requested information
  • Communicate effectively with carriers to confirm accurate information pertaining to client policies.
• Manage Customer Service email box
  • Respond to emails in a timely manner with accurate information
• Provide additional support to agency sales staff
  • Handle client inquiries once policy is issued
  • Communicate with sales agents effectively and in a timely manner of client concerns: cancellations, application errors, app submitted inquires.
  • Respond to agent emails requesting assistance
  • Recognize opportunity for up-sells; such as DVH or CI policies, offer basic suggestions then forward onto a licensed agent.
• Clearly and accurately maintain a record of all customer interaction in our CRM system
  • Clear documenting of communication between client and customer service providing continuity and a link between members of the team.
  • Accurately updating any changes to the policy lead in a timely manner to reflect what the carrier site states to avoid miscommunication.
• Perform other duties

ROLE COMPETENCIES
The competencies for this role include, but are not limited to:

• Learning Ability
• Problem Solving
• Dependability

Qualifications

• High School diploma or equivalent
• Effective oral and written communication skills.
• Efficient multitasker.
• Excellent problem-solving skills.

Additional Information

Compensation:

$20/hr

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• Competitive Compensation
• Medical, Dental and vision benefits after a short waiting period
• 401(k) matching program
• Life Insurance, and Short-term and Long-term Disability Insurance
• Optional enrollment includes HSA/FSA, AD&D, Spousal/Dependent Life Insurance, Travel Assist and Legal Plan
• Generous paid time off (PTO) program starting off at 15 days your first year
• 15 paid Holidays (includes holiday break between Christmas and New Years)
• 10 days of Paid Parental Leave and 5 days of Paid Birth Recovery Leave
• Annual Volunteer Time Off (VTO) and a donation matching program
• Employee Assistance Program (EAP) - health and well-being on and off the job
• Rewards and Recognition
• Diverse, inclusive and welcoming culture
• Training program and ongoing support throughout your Venture Spring Venture Group career

Estimated Job Posting End Date:

3/14/2025

*This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

Security Responsibilities:

• Operating in alignment with policies and standards
• Reporting Security Incidents Completing assigned training
• Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer