CSR/ Marketing Executive

Primary Purpose:

The (CSR)/ Email Marketing Executive is responsible for executing daily activities and addressing client service concerns. This involves handling inbound and outbound calls, as well as managing email correspondence. The CSR plays a key role in improving client persistency and satisfaction by acting as the primary point of contact within sales offices, agencies, and employers.

Essential Duties and Responsibilities:

Below is a summary of the essential functions for this role. Other duties, both major and minor, may be assigned as necessary. Responsibilities may evolve over time.

Answer inbound calls, manage email correspondence, and conduct outbound follow-ups. Some outbound calls will be required.

Resolve service issues effectively, including inquiries related to claims, billing, eligibility, licensing, commissions, web access, retention, and other customer service needs.

Provide a highly personalized experience to Employers, Brokers, and members by educating them about coverage, available resources, and tools.

Demonstrate urgency and commitment to achieving goals, influencing the organization to meet or exceed customer expectations.

Clearly explain technical product features in an easy-to-understand manner.

Maintain a thorough understanding of workflows and business processes to successfully execute the service strategy.

Identify opportunities for process improvements and collaborate with managers and internal teams to implement changes.

Consistently meet or exceed individual and team performance goals aimed at improving lapse rates and enhancing service quality.

Assist in creating, scheduling, and sending email communications to clients, prospects, and members to enhance customer engagement and retention.

Monitor email campaign performance, including open rates, click-through rates, and responses, and provide feedback to optimize future campaigns.

Work closely with the marketing team to ensure email content aligns with customer needs and brand messaging.

Conduct follow-up email campaigns to re-engage inactive clients or remind them of upcoming deadlines or opportunities.

Maintain and segment email lists, ensuring they are up-to-date and relevant to the specific target audience for each campaign.

Track email responses and service inquiries generated from marketing campaigns, providing feedback to the team for continuous improvement.

Required Skills and Competencies:

The qualifications listed below represent the knowledge, skills, and abilities required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate or Bachelor's degree preferred.

Strong verbal and written communication skills.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Experience Level : 3 to 5 years

Desired Skills:

Prior experience in the industry is a plus.

Advanced customer service skills, with the ability to handle a variety of callers professionally and maintain strong interpersonal relationships.

Ability to analyze complex, time-sensitive information from multiple sources, make informed decisions based on data, and communicate the necessary actions clearly to a broad audience.

High initiative, sound judgment, and self-motivation.

Strong organizational and time management skills, with the ability to work under pressure and meet deadlines.

A team-oriented mindset, with the ability to provide guidance on processes, procedures, and products.

Openness to receiving constructive feedback and making continuous improvements.

FULL TIME ONSITE JOB ( Night Shift)

Males are encouraged to apply.

Job Type: Full-time

Work Location: In person