Client Services/Support Agent

Schedule: Monday to Thursday, 8:45AM to 6PM Eastern Time; Friday, 8:45AM to 5PM Eastern Time

About the Company

Our client is a leading insurance brokerage in the Medicare sector in the US, with over 40 years of experience providing personalized, accessible, and cost-effective Medicare solutions. Known for their commitment to education and client advocacy, they are dedicated to creating impactful, stress-free health coverage experiences for seniors and their families alike.

About the Role

As a Client Services/ Support Agent, you will be the friendly voice and empathetic front-line point of contact for clients of our client’s Medicare insurance brokerage. Your mission is to ensure every senior feels heard, valued, and supported by efficiently handling inbound inquiries, triaging needs, and routing clients to the appropriate departments with care and professionalism. This role plays a critical part in maintaining the company’s reputation for exceptional service and operational excellence, especially during the high-volume Annual Enrollment Period.

Responsibilities

• Answer inbound phone calls and provide warm transfers to sales or enrollment coordinators
• Triage customer inquiries based on their Medicare enrollment stage and needs
• Update customer records, notes, and activities in HubSpot CRM
• Respond to customer support tickets and email inquiries with clear, professional communication
• Schedule and coordinate customer appointments, manage calendars, and ensure appointment details are accurately recorded and communicated
• Handle approximately 40 inbound calls per day on average, with the ability to manage increased call volumes during the Annual Enrollment Period (AEP).
• Maintain professional phone etiquette and provide excellent customer service
• Handle calls and tickets daily.
• Work collaboratively with sales and enrollment coordinator teams

Competencies and Qualifications

Must-Have

• At least 5+ years of experience in customer service or client services environment.
• Proven oral and written communication skills with professional English proficiency.
• Demonstrated experience handling inbound phone calls
• Ability to update records, notes, and customer activities in CRM systems
• Background in coordinating calendars and booking appointments
• Understanding of communication needs and preferences of senior populations
• Comfortable working with customers aged 65 and above and demonstrating patience and empathy in customer interactions.

Nice-to-Have

• Proficiency with HubSpot specifically, or similar CRM platforms
• Familiarity with RingCentral or similar cloud-based phone systems

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.

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