Inbound Sales Representative

AGIA Affinity, a DOXA company, is seeking professionals to join our team. We are an established insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country.

Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client's members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well.

Essential Job Functions:

• Advisors to take a strategic, member-focused approach to selling non-insurance products through both inbound and outbound interactions. Leverage consultative sales techniques to actively identify member needs, uncover opportunities, and present personalized solutions that deliver value and enhance the overall member experience.
• Answer incoming calls from plan holders/policy holders, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
• Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
• Adhere to quality program metrics and achieve quality performance levels.
• Update and maintain customer billing and coverage information in appropriate administrative systems.
• Process and fulfill customer requests following approved procedures.
• Save and retain customers by identifying relevant reasons and concerns regarding requests to discontinue policies.
• Maintain up to date knowledge on insurance and non-insurance products to ensure customer satisfaction and maximize sales opportunities (e.g. marketing information, new product information).
• Resolve member complaints and concerns through active listening, empathy, and professionalism.
• Establish member needs through enhanced probing techniques in order to promote and recommend approved products based on member interests to establish long term value.
• Share successes and new ideas with team members in order to achieve both individual and team goals.
• Perform other miscellaneous functions and special projects as assigned.

Performance Measurements:

1. Achieve established sales goal as outlined and measured in call center/ team Scorecards.
2. Meet/achieve established quality standards as outlined and measured in call center/ team Scorecards.
3. Meet/achieve established production/productivity standards.
4. Adhere to work, lunch, and break schedule including attendance and punctuality standards.
5. Metrics on Scorecards relevant to coaching or additional training show improvement as defined in coaching or training goals.

Education/Certification:

• High school diploma or equivalent.

Required Experience:

• Minimum 1 year of high volume customer call center.
• Minimum 1 year of telephone or sales experience preferred.

Required Knowledge:

• Knowledge of call center customer service principles and practices.
• Knowledge of sales principles and practices.
• Knowledge of call center environment and expectations.

Skills/Abilities:

• Ability to work in a fast-paced, high call center environment.
• Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.
• Basic proficiency in MS Office.

Travel: No domestic travel.

Work Shift: Monday-Friday; 7:30am-4pm MST

Call Center Hours: Monday-Friday; 5am-4pm MST

Work Arrangement: This role requires working in-office for the first 60 days to support onboarding and training. Following this initial period, employees are eligible for a remote work schedule coming in a few days a month based on performance and business needs.