Client Services/Support Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to incoming phone calls and facilitate warm transfers to sales or enrollment coordinators.

• Assess customer inquiries based on Medicare enrollment stages and individual client needs.

• Update customer details, notes, and activities within HubSpot CRM.

• Address customer support tickets and email inquiries promptly.

• Organize and schedule customer appointments while managing calendars effectively.

• Accurately document and convey appointment information.

• Manage approximately 40 incoming calls daily, with higher volumes expected during the Annual Enrollment Period.

• Uphold professional phone etiquette and deliver outstanding customer service.

• Process calls and tickets on a daily basis.

• Work collaboratively with sales and enrollment coordinator teams.

⛳️ Requirements

• A minimum of 5+ years of experience in a customer service or client services role.

• Strong oral and written communication abilities.

• Proficiency in professional English.

• Proven experience in managing inbound phone calls.

• Capable of updating records, notes, and customer activities in CRM systems.

• Experience in coordinating calendars and scheduling appointments.

• Knowledge of the communication needs and preferences of senior populations.

• Comfortable interacting with customers aged 65 and older.

• Demonstrates patience and empathy in customer interactions.

• Familiarity with HubSpot or similar CRM platforms is a plus.

• Experience with RingCentral or comparable cloud-based phone systems is advantageous.

• Must currently live in the Philippines and possess legal authorization to work there.

• Access to a reliable computer, high-speed internet, and a quiet, dedicated workspace for remote work.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Work-from-home flexibility.

• Supportive team environment.