Bilingual Sales Operations Service Agent (Spanish and/or Mandarin/Cantonese
About The Position
The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.
Requirements
- High school diploma or GED from an accredited institution
- Experience providing quality service across a broad range of business topics
- Telephonic customer service experience including handling of escalated calls
Nice To Haves
- Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
- Conflict resolution experience
- Experience handling complex situations and/or projects
- Healthcare industry experience
Responsibilities
- Provides high quality on-line and telephone assistance to all customers including brokers/agent and their uplines
- Provides high quality handling of customer inquiries, via mail, e-mail and chat sessions
- Resolves inquiries and issues relating to all aspects of broker/ agent business: Broker/Agent questions and issues regarding member eligibility, benefits, claims process, as well as product questions and various other customer support functions
- Broker/Agent questions and issues regarding onboarding, recertification and commissions
- Makes recommendations to management concerning problems, problem trends and process improvement
- Maintains an open exchange of information with internal and external customers
- Works with the Quality Assurance team to understand, track and trend quality performance issues
- Works a flexible schedule including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period and during unforeseen business disruptions
- Additional duties as necessary
Benefits
- medical, dental and vision coverage
- incentive and recognition programs
- life insurance
- 401k contributions
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
