[Hiring] Cantonese Bilingual Member Care Agent @MarketSource

Role Description

The Licensed Sales Agent II (LSAII) is responsible for connecting with existing and potential Members while working on projects requiring strong sales skills to convert the call to a sale with an emphasis on most calls on sales.

• Processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations.
• Call processing includes:
  • Presenting offers
  • Overcoming caller objections
  • Transitioning between script elements
  • Asking for sales
  • Obtaining, entering, and verifying Member information (e.g., names, addresses, etc.)
  • Answering questions
  • Resolving issues and providing Member service
• Depending on client requirements, either present offers by reading scripted sales presentations verbatim or paraphrasing and customizing the presentations based on product summary information.
• Maintain strict confidentiality of information provided by customers or data accessed within assigned systems.
• Ability to handle member/customer inquiries and escalate as appropriate to supervisor those situations outside the LSA’s control.
• Complete additional training or certifications required to perform elevated member services and/or Multi-Carrier clients.

Qualifications

• Establish and maintain a professional relationship with internal/external customers, team members, and department contacts.
• Maintain excellent product knowledge regarding product offers, pricing, and upsells.
• Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat, and paper.
• Ability to move between varying types of inquiries within the same shift.
• Possess a command of the English language and the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products, as reasonably required.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and manage several abstract and concrete variables.

Requirements

• High School diploma or GED required; additional education may be required based on individual projects and/or locations assigned.
• Must be identified as “Licensed Agent” per the Delegated Entity Requirements in their home state.
• Must hold and maintain required annual State license certification for the State in which the Agent does business, and maintain “Appointment to Sell” the client’s products.
• Minimum one year of telemarketing, appointment setting experience, one year of Customer Service experience solving customer problems and/or one year of experience in an office setting environment using the telephone or computer as the primary instruments to perform specific job duties.
• Experience using Internet, Windows applications (Word, Excel), and email services (Outlook).
• Based on program assignment, including project and/or location of project assigned, may need to be bilingual in English, Spanish, French, or other languages as designated.

Benefits

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)