Customer Success Agent

Job Description
The Customer Success Agent (CSA) is responsible for making outbound and receiving inbound  calls to Medicare Supplement/Advantage clients. The primary focus of the position is to retain  our book of business. Hence, the role requires the ability to build rapport, educate our  clientele, answer questions clearly, and focus on issue resolution. The CSA also must be able to  seek and deliver on new business opportunities as well as work with our existing clients to  make changes to their coverage or add additional coverage to their current portfolio. This  position is fast paced, requires effective time management, and must focus on delivering an  exceptional customer experience. 
The essential duties for this role include, but are not limited to:  
Make outbound calls to an assigned portion of the agency book of business in order to  offer assistance or to rewrite the policy.  
Ensure the fulfillment of any rewritten business.  
Provide answers to customer questions that cover a range of topics in the Medicare  Supplement/Advantage spectrum.  
Investigate and resolve any payment complications for policy holders. 
Simultaneously navigate multiple systems while conducting consumer calls. 
Complete case management tasks (i.e., create, document, close, etc.) in Salesforce. 
Cross sell ancillary products to existing clients. 
Identify and engage in new business and selling opportunities as they become available. 
Meet department goals and key performance indicators, including monthly occupancy  rates.  
Attend and contribute to regularly scheduled and ad-hoc team meetings and training  sessions.  
Deliver a consistent and exceptional customer experience by maintaining a positive,  empathetic, and professional attitude toward customers at all times.  
Perform other duties and responsibilities as assigned.