Customer Service & Retention Specialist

Base Pay + Weekly Commission

This is NOT a remote position, in office only.

*Hybrid Options are Available After 90 Day Period

Position: Customer Service & Retention Specialist

Location: Sarasota, FL 34236

Type: Full-time, In-office

Pay Scale/Compensation:

• Base Pay of $18/hour plus weekly commission bonus opportunity

• Commission rate increases based on call volume

• Weekly payouts

• Additional bonuses for retention and referrals

Benefits:

• Health Insurance

• Paid Time Off

• Paid Employee Training

• Employee Referral Program

Job Summary:

The Retention Agent plays a critical role in maintaining and improving customer relationships by proactively engaging with clients, addressing concerns, and preventing policy cancellations. This role requires strong communication skills, problem-solving abilities, and a commitment to high-quality service. Retention Agents will be responsible for handling inbound and outbound calls, ensuring a smooth customer experience, and assisting clients throughout their policy lifecycle.

Key Responsibilities:

Call Management & Customer Interaction:

• Make a minimum of 250 calls per week, including:

  • Clients waiting for their policy to go into effect.

  • New Signature Medicare Solutions clients.

  • Clients who recently changed or are about to change plans.

  • Standard inbound customer service calls.

• Provide proactive retention support by addressing customer concerns and reinforcing the value of their policies.

• Facilitate transfers to licensed agents when necessary.

• Maintain professionalism and empathy when handling customer objections or concerns.

Retention & Policy Follow-Up:

• Identify at-risk policies and take proactive steps to prevent cancellations.

• Educate clients on their policies, answer questions, and resolve potential issues before they escalate.

• Monitor policy activation timelines and follow up with clients who are pending effectuation.

Data & Reporting:

• Provide detailed daily feedback to the Team Lead regarding customer concerns, policy trends, and retention challenges.

• Provide concise call details to the Team Lead, to ensure they update CRM accordingly.

• Flag incorrect CRM data and provide necessary corrections to the Team Lead.

• Track and report common customer pain points to improve retention strategies.

Company Culture:

At Signature Medicare Solutions, we pride ourselves on our culture of efficiency, excellence, effort, and energy. We're passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our team.

Growth Opportunities:

At Signature Medicare Solutions, we believe in investing in our employees' growth and development. Joining our team opens doors to numerous opportunities for advancement within the company.

Qualifications & Skills:

• Previous customer service, sales, or retention experience preferred.

• Strong verbal communication and problem-solving skills.

• Ability to work in a fast-paced environment and handle high call volumes.

• Comfortable using Convoso, CRM, and other retention tools.

• Detail-oriented with excellent record-keeping and documentation skills.

• Goal-driven and motivated to exceed retention targets.

Work Environment & Expectations:

• Must be able to work full-time, on-site at the designated office.

• Expected to contribute ideas and feedback to improve customer retention strategies.

• Reports directly to the Team Lead, working collaboratively to improve department goals.