Customer Retention Representative jobs in Grand Rapids, MI

Job Summary

Provide excellent customer service customers by answering questions to educate and determine the proper plan to fit their needs. Build and maintain an individual book of business by handling a high volume of inbound and outbound calls.. Support other team staff to maintain and grow membership and sales in new and existing members.

  Essential Functions

• Making sales or recommendations for products or services that may better suit client needs
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service by utilizing software, databases, scripts, and tools appropriately.
• Answering or making calls to clients to educate and address their needs, complaints, or other issues with products or services while adhering to all company policies and procedures.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Membership Retention/Sales Growth: Work with Manager to develop and implement strategic plans for each account consistent with organization’s mission. Main objective is to retain and increase membership, improve service to individual potential and current members. Report opportunities and challenges to Manager.
• Internal Participation in Leadership--Teamwork: Represent interests of and perspective of clients in team meetings and planning sessions. Strategize issues and opportunities with other staff to incorporate client perspective in Priority Health and Corewell Health’s goals and objectives. Participate in other internal committees to help achieve company and client goals where appropriate.
• Professional and Personal Development: Role model effective account management to stimulate improvement in overall account management strategies. Participate in improving the level of sophistication in our Individual communications to better differentiate Priority Health and Corewell Health’s from the competitive market. Maintain appropriate licensure through continuing education. Participate in applicable corporate learning and development opportunities.
• Attend professional conferences as needed and when approved in advance by Manager.
• Attend continuing education classes in order to maintain active Life and Health agent licenses (Priority Health).