Bilingual Sales Operations Agent
Job Summary
The Sales Operations Service Agent provides exceptional support to brokers and agents by handling inquiries via phone, email, and chat. This role requires resolving complex service issues related to member eligibility, benefits, and onboarding while maintaining high quality standards. The position involves working flexible schedules, including weekends and peak enrollment periods.
Responsibilities
- Provide high-quality support to brokers/agents via phone, mail, email, and chat.
- Resolve inquiries regarding member eligibility, benefits, claims, and commissions.
- Collaborate with management on process improvements and quality performance.
- Maintain flexible availability during peak enrollment periods and business disruptions.
Required Skills
- Bilingual (Spanish or Mandarin/Cantonese)
- Telephonic customer service
- Conflict resolution
- Microsoft Office Suite proficiency
- Healthcare industry knowledge
Job Details
Duties & Responsibilities:
- Provides high quality on-line and telephone assistance to all customers including brokers/agent and their uplines
- Provides high quality handling of customer inquiries, via mail, e-mail and chat sessions
- Resolves inquiries and issues relating to all aspects of broker/ agent business:
- Broker/Agent questions and issues regarding member eligibility, benefits, claims process, as well as product questions and various other customer support functions
- Broker/Agent questions and issues regarding onboarding, recertification and commissions
- Makes recommendations to management concerning problems, problem trends and process improvement
- Maintains an open exchange of information with internal and external customers
- Works with the Quality Assurance team to understand, track and trend quality performance issues
- Works a flexible schedule including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period and during unforeseen business disruptions
- Additional duties as necessary
Minimum Qualifications:
- High school diploma or GED from an accredited institution
- Experience providing quality service across a broad range of business topics
- Telephonic customer service experience including handling of escalated calls
Preferred Qualifications:
- Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
- Conflict resolution experience
- Experience handling complex situations and/or projects
- Healthcare industry experience