Customer Success Advisor

Job Details

Level

Entry

Job Location

RM Dayton - Miamisburg, OH

Position Type

Full Time

Education Level

High School

Travel Percentage

Negligible

Job Shift

Day

Job Category

Customer Service

Description

Customer Success Advisor

About us:

RetireMed simplifies Medicare by providing guidance, evaluating your plan options, and helping you enroll in the right plan when you're ready. Our advisor team supports you in all steps of the Medicare process- all at no cost to you. Over 50,000 individuals in Ohio, Kentucky, and Indiana trust us to deliver Medicare peace of mind.

About the role

The Customer Success Advisor plays a pivotal role in delivering an exceptional experience to both new and existing customers by serving as a trusted advisor and advocate. This licensed advisor manages inbound and outbound phone calls, assesses customer needs, and guides them through health insurance plan options with empathy and expertise. The Advisor supports customer retention and sales goals by scheduling appointments, resolving claims issues, educating them on ancillary products, and conducting enrollments when needed. With a focus on compliance, professionalism, and service excellence, the Advisor helps ensure customers feel confident and cared for throughout their journey with RetireMed. Open positions are available both in Cincinnati (Blue Ash) and Dayton (Miamisburg).

Key Performance Outcomes

Support the One Team, One Goal of net BOB growth

Support 95% customer retention goal

85% or higher performance score in call audits

Consistently meet or exceed talk time minimums

Key Responsibilities / Expectations

Follow CMS/Medicare guidelines with completion of annual compliance training

Complete all KnowBe4 security training in a timely manner

Maintain your OH, KY, IN health insurance license

Manage incoming phone calls that come into the queue from new and existing customers

Accurately assess new customer needs to support RetireMed sales goals

Schedule sales appointments for new customers

Engage with our customers via outbound phone calls as assigned

Advocate on behalf of existing customers by explaining benefits, working with their insurance company to solve claim concerns and when necessary, help them find a new insurance plan that meets their needs

Conduct welcome calls, as assigned

Educate customers on Ancillary products and effectively sell the product(s)

Meet with customers face to face or over the phone to enroll in a new medical plan or drug plan when needed

Assist customer walk-ins, ensuring a high level of service and satisfaction

Document all customer interactions in CRM system

Follow all lawful employer safety and health rules and regulations.

Report hazardous conditions and any job-related injury or illness to your manager.

And any other duties needed to help drive to our vision, fulfill our mission, and abide by our company values.

Qualifications

Qualifications

Accident and Health insurance license required (will be obtained through an onsite licensing class)

Prior customer service or related experience required

Strong verbal communication skills with a professional and empathetic phone demeanor

Strong organizational and multitasking skills to handle multiple customer interactions in a fast-paced environment

Computer proficiency and experience navigating customer relationship management (CRM) or call center software

Ability to analyze complex situations and apply critical thinking to develop effective solutions for customers

Reliable attendance and punctuality, demonstrating commitment to the role

Adaptable to changing processes, priorities or customer needs

Note: This description is not an exhaustive list of all role responsibilities, skills and standards required. Other responsibilities, skills and standards may be added. Management reserves the right to add or change the job requirements at any time.

What we Offer:

We offer a comprehensive benefits package designed to support your career growth and work-life harmony:

Competitive Salary: Lucrative compensation program

Paid Time Off (PTO): To enjoy the things that you like to enjoy

Paid Maternity/Paternal Leave: To spend time with your new family member(s)

9 Holidays Observed: Time to rest and recharge

Professional Development: Opportunities for continuous learning and career advancement

Why RetireMed?

At RetireMed, we don't just offer jobs-we provide careers with flexibility, growth, and work-life harmony. You'll be part of a growing company that values your contributions and invests in your success.