SUMMARY

The Doyle Group is seeking an experienced Contact Center Agent with knowledge in the Insurance industry and in communications with potential and existing customers through phone, email, chat, and social platforms. The ideal candidate will have sales experience and knowledge of customer service excellence. We're looking for a bright, talented, motivated professional who has a passion for providing an exemplary customer experience and wants to work in an energetic, positive, competitive environment.

DUTIES AND RESPONSIBILITIES

This individual will be responsible for fielding inbound customers through multiple communication platforms, utilize effective sales techniques to maximize conversion rates, responding to general inquiries, managing complaints, troubleshooting customer service issues, and providing consultative services to potential and existing policy holders.  This role requires someone who will be able to efficiently educate customers about the product and features while presenting a professional company image.

• Receive 60-75 inbound sales and customer service communications daily.
• Make outbound calls to health, wellness, and beauty practitioners regarding the purchase or renewal of professional liability insurance.
• Clearly articulate the differences in policy specifics so clients can make informed decisions about their purchase.
• Assumptively close sales by using suggestive speech.
• Inform clients about the product and coverage by explaining procedures, answering questions, and providing general information.
• Maintain and improve quality results by adhering to standards and guidelines.
• Update knowledge by studying new product offerings; participating in insurance continuing education courses.
• Accomplish sales and organization mission by completing customer service related tasks as needed.
• Garner a complete understanding of our products, processes, systems, customers, etc. to be able to effectively and efficiently interact with policy holders and prospects
• Maintain consistent productivity to meet the monthly team sales targets
• Work to improve personal conversion and attachment rates by product
• Successfully integrate with Contact Center team – as well as TDG culture

WHAT SUCCESS LOOKS LIKE

• Garner a complete understanding of our products, processes, systems, customers, etc. to be able to effectively and efficiently interact with policy holders and prospects
• Maintain consistent productivity to meet the monthly team sales targets
• Work to improve personal conversion and attachment rates by product
• Successfully integrate with Contact Center team – as well as TDG culture

QUALIFICATIONS AND SKILLS

• 4-40 or 2-20 license preferred
• Proficient in relevant computer applications
• 1-3 years of experience in a contact center environment
• 1-3 years of experience in sales
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations professionally
• Highly organized and detail-oriented
• Flexible schedule
• Results driven
• Positive attitude
• Spanish speaking is a plus

ABOUT THE DOYLE GROUP

The Doyle Group is a high growth e-commerce company focused on providing liability insurance the complementary medicine space. In addition to our media business line, TDG provides financial services and benefits to our customers. The company has had exponential growth over the past few years due to our proprietary integrated direct response marketing protocol and backend systems. TDG is a customer-centric company, that strives to ensure every interaction with us is a positive one. “Think of yourself as a customer” is literally written on the walls.