Overview

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.

Responsibilities

The Member Care Agent (MCA) is responsible for receiving and processing incoming and outgoing phone calls/emails/chats and paper inquiries and complaints for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations; as required, perform calls to Members in order to inform and qualify new opportunities and address Member inquiries, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided.

Essential Job Functions

Connect with current and potential Members in order to triage calls based on need, including directing any sales question to Licensed Agent while ensuring adherence to corporate and department policies and procedures
Manage multiple channels of communication, including inbound and outbound phone calls, emails, chat messages, and paper interactions
Process Member interactions to collect information, investigate issues, or diagnose and troubleshoot problems with adherence to established policies, procedures, and quality standards as well as applicable federal or local laws and regulations
Maintain strict confidentiality of information provided by Member or data accessed within assigned systems
Documenting call data with clear, concise notes in a timely and accurate manner while navigating client systems during the call interaction
Maintain established quality and performance expectations to support the overall goals and objectives of the department and program
Escalate situations that could adversely impact the client or company as needed to Supervisor per documented procedure

Qualifications

Required Knowledge, Skills, and Abilities

Strong customer service and engagement skills
Excellent verbal and written communication (vocabulary and articulation)
Research and resolve Member issues within the scope of responsibility in a timely manner
Maintain an in-depth knowledge of department policies and procedures
Establish and maintain a professional relationship with internal and external customers, including Members, teammates, and department contacts
Ability to express assurance, confidence, and empathy while understanding complex Medicare programs in a clear, objective, and accurate manner
Ability to multi-task 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 deal with several abstract and concrete variables

Job Requirements

2 years call center and/or customer service experience preferred
Experience using internet-based systems and Windows applications (Word, Excel, Outlook, etc.)
Work flexible schedule which may require holiday and weekend coverage

Additional Information

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." Individual compensation offered for this position will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Onsite - Call Center - Member Care Agent