Customer Success Advisor

Key Performance Outcomes

• Support the One Team, One Goal of net book of business growth.
• Support 95% customer retention goal.
• 85% or higher performance score in call audits.
• Consistently meet or exceed talk time minimums.

Key Responsibilities / Expectations

• Follow CMS/Medicare guidelines with completion of annual compliance training.
• Complete all KnowBe4 security training in a timely manner.
• Maintain your OH, KY, IN health insurance license.
• Manage incoming phone calls that come into the queue from new and existing customers.
• Accurately assess new customer needs to support RetireMed sales goals.
• Schedule sales appointments for new customers.
• Engage with our customers via outbound phone calls as assigned.
• Advocate on behalf of existing customers by explaining benefits, working with their insurance company to solve claim concerns and when necessary, help them find a new insurance plan that meets their needs.
• Conduct welcome calls and other outbound calls, as assigned.
• Educate customers on Ancillary products and effectively sell the product(s).
• Meet with customers face to face or over the phone to enroll in a new medical plan or drug plan when needed.
• Assist customer walk-ins, ensuring a high level of service and satisfaction.
• Document all customer interactions in CRM system.
• Follow all lawful employer safety and health rules and regulations.
• Report hazardous conditions and any job-related injury or illness to your manager.
• And any other duties needed to help drive to our vision, fulfill our mission, and abide by our company values.