MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.
Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.
Summary
The Licensed Agent Trainee Seasonal is responsible for attending and completing necessary training tasks to obtain Health or Health and Life licensure. Upon successful completion of the training courses and certifications, the Agent will connect with our client’s existing and potential members/customers while working on projects requiring strong customer service and sales skills to assist members and customers with plan modifications, updates, clarifications, and/or escalations; Trainees will be expected to successfully pass training requirements for licensure accordance with policies, procedures, quality standards, and federal laws and regulations; Licensed Agents are responsible for processing various incoming and outgoing phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations
Essential Job Functions
• Attend and successfully graduate required training to obtain licensure
• Successfully complete necessary tasks to obtain and maintain required licensing in accordance with policies, procedures, and federal and state laws and regulations.
• Once licensed, Agent will be responsible for processing various incoming and outgoing phone calls for assigned clients and programs focused on sales and/or customer service in accordance with policies, procedures, quality standards, and federal laws and regulations
• Call processing includes but is not limited to presenting offers, overcoming caller objections, transitioning between script elements, asking for sales, obtaining, entering, and verifying member information (e.g. names, addresses, etc.), answering questions, resolving issues and providing Member service
• Depending on client requirements, either present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations based off of product summary information, allowing an opportunity to make an informed decision regarding the purchase of a product/service offer and bring member issue to resolution
• Maintain strict confidentiality of information provided by the program or data accessed within assigned systems
• Ability to handle member/customer inquiries and escalate as appropriate to supervisor those situations outside the Agent’s control
Required Knowledge, Skills, and Abilities
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts
• Maintain excellent product knowledge regarding product offers, pricing and upsells
• Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
• Ability to move between varying types of inquiries within the same shift
• Possess a command of the English language and the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products, as reasonably required.
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and manage several abstract and concrete variables
• Maintain all licensing and continued education requirements
Job Requirements
• High School diploma or GED required; additional education may be required based on individual projects and/or locations assigned
• Must have ability to be licensed and appointed by assigned client in all operating jurisdictions
• Must have reliable transportation to designated work site
• Minimum one year of telemarketing, appointment setting experience, one year of Customer Service experience solving customer problems and/or one year of experience in an office setting environment using the telephone or computer as the primary instruments to perform specific job duties
• Experience using Internet, Window applications (Word, Excel) and email services (Outlook)
• Based on program assignment, including project and/or location of project assigned, may need to be bilingual in English, Spanish, French, or other languages as designated
MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@marketsource.com.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.
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