ABOUT US

At Agile People and Payroll, LLC, we value diversity and inclusivity as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As a Operations Support Specialist, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

POSITION SUMMARY

As a Operations Support Specialist, you will be an integral part of our call center operations, helping customers through various communication channels. You will handle inquiries, resolve issues, call existing customers, enroll new customers and ensure customer satisfaction while adhering to company policies and procedures. This role requires flexibility in scheduling and job functions to support operations in areas requiring assistance based on business needs.

ROLE RESPONSIBILITIES

• Handle inbound and outbound customer calls, emails, and chats in a professional and courteous manner.
• Listen attentively to customer inquiries, assess their needs, and provide accurate information or solutions.
• Assist customers with product or service-related questions, assessing health insurance needs and processing enrollments.
• Follow predefined scripts and procedures to ensure consistency in customer interactions and adherence to compliance regulations.
• Identify and escalate priority issues or unresolved concerns to your team lead or manager for further assistance.
• Document all customer interactions accurately and thoroughly in the company’s database or CRM system.
• Conduct calls to existing and potential customers to follow up on enrollment status
• Conduct calls to insurance agents to introduce them to us and seek their participation in our programs.
• Meet or exceed performance metrics, including quality assessments, call handling time, first call resolution, and customer satisfaction scores.
• Participate in ongoing training sessions to stay updated on product knowledge, company policies, and customer service best practices.
• Collaborating with team members and team leads to maintain a positive work environment and achieve team goals.
• Adapt to changing priorities and multitask effectively in a fast-paced contact center environment.

MINIMUM REQUIRMENTS

• High school diploma or equivalent experience.
• 2-4 Years of experience in a call center or customer service role.
• Active Texas Health and Life Insurance License
• Excellent communication skills, both verbal and written, with a clear and professional phone manner.
• Strong problem-solving abilities and the ability to remain calm and patient under pressure.
• Proficiency in using computer systems, navigating multiple software applications, and typing accurately.
• Ability to work flexible hours, including evenings, weekends, and holidays, based on business needs.
• Demonstrated reliability, punctuality, and a strong work ethic.
• Commitment to providing exceptional customer service and achieving performance targets.
• Ability to work effectively both independently and as part of a team in a collaborative environment.

WHAT WE OFFER

• Above Industry Average Compensation (with Bonus Programs)
• Comprehensive Employee Benefits Package(Health, Dental, Vision Insurance + 401k)
• Growth Opportunities

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Schedule: Monday – Friday

Base Rate: $23-$25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 2-4 Years In a Call/Contact Center or Customer Service Representative role. 

Work Location:

• In person/In Office