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- Build quick rapport with existing members using assertiveness and confidence to educate them on the value of remaining a member and understand the "why" of our vision and mission
- Retain the member by asking probing questions, addressing issues, building rapport, and providing the best solution for the member's needs while negotiating to achieve a mutually beneficial resolution
- Consistently improve member retention efforts and achieve monthly retention rates
- Professionally manage difficult or emotional member situations, respond promptly to member needs and requests for service
- Apply sales methodologies and problem-solving strategies to best position CCM products and services while providing long-term, individualized solutions to members
- Develop and maintain an expert knowledge of all Christian Care Ministry Guidelines, offerings, and provisions of Medi-Share and any other programs
- Participate in specialized training with regard to membership retention
- Work independently and within a team routinely, as well as on special projects
- Ability to use the internet including e-mail and search engines
- Skills in keyboarding with at least 25 words per minute
- Ability to use a database system including how to update fields
- Basic knowledge of Microsoft Office (Excel, Word and Outlook)
- Knowledge of document-imaging system
- Understanding of basic sales methodologies
- Persuades - using compelling arguments to gain the support and commitment of others.
- Manages Conflict - handles conflict situations effectively. Accept that not every customer will appreciate our benefit programs with patience and humility. Treats every customer with grace and respect.
- Customer Focus - building strong customer relationships and delivering customer-centric solutions.
- Drives Results - consistently achieves results, even under tough circumstances and tight deadlines.
- Situational Adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations.
- Courage - ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism.
- High school diploma or GED required
- Two (2) years of sales experience in a relevant industry (insurance, financial services, healthcare) required
- Two (2) years of contact center experience preferred
- Previous experience in a Retention role preferred
- This job has no supervisory responsibilities
- Medical
- Health Savings Account
- Employer Paid Life Insurance and Long-term Disability Insurance
- Dental
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) - up to 4% match
- Paid-time off - accrued bi-weekly
- Wellness plan
- Employee Assistance Program
- Anniversary Awards Program
- Birthday Awards
Retention Specialist - Colorado Springs, United States - Christian Care Ministry
Description
Start date of 04/29/2024The starting hourly rate for this role is $21.00 for the Colorado Springs, CO location.
This role also includes opportunity to receive monthly payouts based on a specialized compensation plan.
States we employ in: AL, AZ, CO, FL, GA, IL, IN, KY, MO, NC, OH, OK, SC, SD, TN, TX, VA, WI, WV. In order for your candidacy to be considered, you must have established residency in one of these states or being willing to relocate.
If you live within 50 miles of either the Melbourne, FL or Colorado Springs, CO office, you would be expected to work onsite 3 days per week.
Hours during training: Monday - Friday, 7am - 4pm MST with a 1 hour lunch.
The Mission
At Christian Care Ministry we believe that Christians can, and should, share in one another's burdens. Through the use of Medi-Share, a healthcare sharing ministry for Christians, we cultivate that belief.
The Team
Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren't perfect people, we are serving our perfect God to the best of our ability.
The Job
Christian Care Ministry's Medi-Share program is a product dependent on its membership. In order to be good stewards of this program and fulfill the mission and vision of this ministry, we have a team of Customer Retention Specialists (Member Relationship Specialists) dedicated to retaining our Medi-Share members.
There are a number of reasons a member may seek to leave the program, so our Member Relationship Specialists work directly with them to retain their membership by utilizing expert sales and problem solving techniques including probing, positioning, and closing. These key contact center agents educate members on all the services available to them that satisfy their needs and establish their value as a member according to their unique circumstances.
In order to carry out this vital role within the ministry, Member Relationship Specialists are empowered to negotiate portions of the member agreement within department parameters.
Essential Job Duties & Responsibilities
We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.
For full-time employees working 30 hours or more, some of our benefits include, but are not limited to: