Concierge Specialist

Location: Pensacola Fl, 32503
Duration: 2 months
Shift: 8 am - 6 pm (Monday - Sunday) 5 working days
English-speaking Customer Service Representative

Job Summary

Direct Sales is seeking customer-focused professionals to support active members and prospective customers interested in purchasing health insurance. This is a high-touch customer support role requiring excellent listening skills, professionalism, and the ability to provide a positive customer experience.

The role involves handling high-volume inbound calls, supporting outbound campaigns, scheduling appointments, and assisting sales agents by routing customers to the appropriate department.

Key Responsibilities

• Handle high-volume inbound sales calls and provide exceptional customer service.
• Route customer calls to the appropriate sales or service teams.
• Capture accurate customer information in the CRM system.
• Follow all compliance guidelines, including:
  • Authentication procedures
  • PHI (Protected Health Information)
  • Do Not Call (DNC) policies
  • Script adherence
• Conduct outbound calls to build rapport with members and prospective customers.
• Schedule appointments and perform callback follow-ups.
• Maintain accurate documentation while navigating multiple computer systems.
• Deliver a professional and positive customer experience on every interaction.

Required Qualifications

• High School Diploma or GED.
• 0–1 year of customer service, call center, or related experience.
• Ability to manage a high volume of inbound and outbound calls.
• Strong communication and active listening skills.
• Comfortable working with multiple computer applications simultaneously.
• Excellent data entry and keyboarding skills.
• Strong written and verbal communication skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Preferred Qualifications

• College coursework, vocational training, or post-secondary education.
• Previous experience in a contact center or customer service environment.
• Experience supporting professional products or services.
• Experience with Salesforce CRM, Five9 Telephony, or similar systems.
• Bilingual (Spanish/English) is preferred for one opening.

Required Skills

• Customer Service
• Inbound & Outbound Calling
• Appointment Scheduling
• CRM/Data Entry
• Active Listening
• Phone Etiquette
• Microsoft Office
• Salesforce (Preferred)
• Five9 Telephony (Preferred)
• Professional Communication
• Multitasking