Overview Work-at-Home Inbound Insurance Agent (Paid Training & Licensing) at Mass Markets. This role involves interacting with customers to resolve support issues, sell products and services, and provide a best-in-class customer experience. A full application on the company careers page, including screening questions and a pre-employment test, is required to be considered. Key Responsibilities Handle inbound and outbound contacts in a courteous, timely, and professional manner Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services Listen to customers, understand their needs, and resolve customer issues Research systems to find missing information; coordinate with other departments to resolve issues as applicable Utilize systems and technology to complete account management tasks Accurately document and process customer orders in appropriate systems Follow all required scripts, policies, and procedures Comply with requirements surrounding confidential information and personal information Escalate customer issues to the appropriate staff and management for resolution as needed Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and processes Adhere to all attendance and work schedule requirements Qualifications Must be 18 years of age or older High school diploma or equivalent Excellent organizational, written, and oral communication skills Ability to type swiftly and accurately (20+ words per minute) Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Basic understanding of Windows operating system Highly reliable with the ability to maintain regular attendance and punctuality Ability to evaluate, troubleshoot, and follow-up on customer issues Aptitude for conflict resolution, problem-solving, and negotiation Customer service oriented (empathetic, responsive, patient, conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus Ability to thrive in a fast-paced environment with change and ambiguity Excellent interpersonal skills and the ability to build relationships with team and customers Preferred (Not Required) One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center State or Federal work experience Compensation & Benefits Paid Time Off and paid holidays Incentives & bonuses (cash, prizes) Health benefits for full-time employees after 60 days; MEC medical plans after 30 days for all employees (options vary by location) Retirement savings programs where available Disability and life insurance options Supplemental insurance (accident and critical illness) Career growth and internal promotion opportunities Paid training while earning a paycheck Casual, team-oriented work environment Conditions of Employment Must be authorized to work in the country where the job is based Background/safety investigation (Level II) and fingerprint may be required; offers contingent on results Drug screening may be required; offers contingent on results Equal Opportunity All aspects of employment at Mass Markets/MCI are based on merit and qualifications. The company maintains a work environment free from discrimination and harassment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. #J-18808-Ljbffr