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Client Engagement and Transfer Agent

2 months ago

Kansas City, Missouri, United States Adecco US, Inc. Full time

Adecco US, Inc. is seeking a highly skilled and professional Customer Success Representative to join our team during the Annual Enrollment Period (AEP). As a key link between our clients and the Customer Success Agents, you will play a crucial role in managing high call volumes, engaging clients in meaningful conversations, and ensuring smooth transitions to the Customer Success team.

Key Responsibilities:

  • Conduct High-Volume Calls: Manage and execute a large volume of outbound calls daily, utilizing effective call scripts and adapting to client responses.
  • Deliver Professional Interactions: Maintain high standards of professionalism in every client conversation, ensuring a positive and engaging experience.
  • Execute Call Scripts: Utilize call scripts to guide conversations, while also being able to think critically and respond to client inquiries.
  • Communicate Call Purpose: Clearly explain the benefits of discussing plan options for the upcoming year, ensuring clients understand the value of the conversation.
  • Assess Client Interest: Determine client interest and availability efficiently, ensuring timely and effective call transfers.
  • Facilitate Warm Transfers: Ensure smooth transitions of interested clients to Customer Success Agents, minimizing call abandonment rates.
  • Manage Objections: Address client concerns professionally and provide basic information as needed, resolving issues in a timely and effective manner.
  • Maintain Call Logs: Accurately record call outcomes and relevant details, providing valuable insights for process improvements.
  • Protect Confidentiality: Adhere to privacy regulations and company policies, maintaining the confidentiality of client information.
  • Collaborate with Team: Work closely with Customer Success Management for effective call transfers, ensuring seamless communication and coordination.
  • Participate in Meetings: Attend team meetings and training sessions regularly, staying up-to-date on industry trends and best practices.
  • Meet Performance Metrics: Achieve key performance indicators (KPIs) such as call volume and transfer rates, demonstrating exceptional performance and dedication.
  • Provide Feedback: Contribute to process improvements and outreach strategies, providing valuable insights and recommendations for growth and development.

Qualifications:

  • Strong Communication Skills: Possess excellent verbal and written communication skills, with a professional demeanor and tone.
  • Call Volume Management: Ability to manage high call volumes efficiently, prioritizing tasks and managing time effectively.
  • Client-Focused Approach: Empathetic and client-focused, with a strong ability to understand and address client needs and concerns.
  • Detail-Oriented: Detail-oriented with accurate record-keeping skills, maintaining high standards of data integrity and quality.
  • Flexibility: Flexibility to adapt to changing priorities and deadlines, demonstrating a willingness to learn and grow.
  • Previous Experience: Previous experience in a customer service role, with a strong understanding of sales and support principles.

Pay Details: $18.00 to $18.50 per hour

Benefit Offerings: Adecco US, Inc. offers a comprehensive benefits package, including medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs.

Equal Opportunity Employer: Adecco US, Inc. is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.