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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 Seasonal is responsible for connecting 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 to deliver best-in-class customer service to drive member engagement and retention.

Essential Job Functions:

• Processing various incoming and outgoing phone calls for assigned clients and programs focused on customer service and/or sales in accordance with policies, procedures, quality standards, and federal laws and regulations 
• Call processing includes but is not limited to uncovering member concerns, presenting solutions, processing enrollment applications, overcoming member 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 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 customer 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
• Maintain all licensing and continued education requirements 

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 with strong written and verbal communication and rapport building skills
• Absorb new information and have the flexibility to adapt to new processes rapidly 
• Ability to process a wide range of complex details and articulate the details in simple terms to customers with varying levels of knowledge and education
• Ability to multitask across multi-functional work
• Aptitude for understanding details of insurance or complex information
• Takes initiative and demonstrates active listening and strong problem-solving skills
• Demonstrating sustained confidence and resilience during challenging interactions with the ability to de-escalate as needed

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
• 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
• Strong consultative service and/or sales background 
• 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:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

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.