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The Results Companies Repeats as 2015 Best Voice Excellence Company of the Year

Third Consecutive Year Company Recognized by ICT as a Premier BPO & Customer Experience Provider
Brian Fallers

MANILA, PHILIPPINES, March 25, 2015 – The Results Companies, a leading global provider of Customer Experience Management services and Business Process Outsourcing solutions, announced today that it has been named 2015 Best Voice Excellence Company of the Year in the Philippines.

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March 25,2015

VIRGINIA HEALTH LICENSED AGENT - Stuart, VA

Description: This position provides sales support to a large Health Care company. Licensed Agents will qualify and enroll prospects into the appropriate Health Insurance plan.

Job Responsibilities: 
  • Handle Inbound calls of prospective customers interested in Medicare Advantage plans
  • Customize insurance programs to suit individual customers
  • Ability to effectively utilize approved scripts to explain plans
  • Assist prospect in completing application for insurance enrollment over the phone
Required Skills and Qualifications: 
    Qualified candidates must meet the following Required Skills and Qualifications:
  • Have an active Resident Virginia Health Insurance license
  • Agent should have some previous experience selling Healthcare plans
  • Possess a strong sales background
  • Agent will possess the ability to clearly articulate product knowledge to prospective members/callers
  • Possess the ability to perform cost/plan analysis and recommend prospective members a Health plan best suited to their needs.
  • Strong computer knowledge and excellent typing skills (25 + WPM).
  • Must be able to pass a criminal background check
  • Call center environment experience a plus
  • Education/Knowledge:

  • High school diploma or GED required
  • Benefits include, but are not limited to:

  • The most competitive compensation (hourly plus bonus)
  • A positive and motivating atmosphere in a call center environment.
  • Huge opportunity for growth and expansion
  • Health and Life Insurance at group rates along with PTO

Customer Service Representative - Provo, UT

The Customer Service Representative will have a congenial and patient nature, a natural conversational style, and will be responsible for assisting existing and prospective members with technical, billing, and service concerns via telephone, email, or chat. The Customer Service Representative will be driven by success, confident in their communication and are highly proficient individuals.

Job Responsibilities: 
  • Uses multiple computer screens and applications to respond to customer’s needs
  • Assists customer with basic troubleshooting and questions regarding product or account issues
  • Documents customer calls in the database system including resolutions, issues, and general notes
  • Attends continuous training on product and procedural updates
  • Maintain, at a minimum, target levels of productivity and performance
  • Maintain high customer retention rates
  • Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
Required Skills and Qualifications: 
  • High school diploma or equivalent. Must be 18 years or older
  • Tech Support experience is a plus
  • Must have excellent communication skills
  • Previous customer service experience a plus
  • Previous call center experience a plus
  • Able to accommodate a flexible schedule, 7 days a week
  • Proficient on computers, Typing speed of 25 WPM
  • Superb listening, probing, negotiation and de-escalation skills needed
  • Eligible to work in the United States
  • Ability to pass a criminal background check
    Benefits
  • Health care benefits
  • Bonus incentives
  • Strong leadership
  • Opportunities for advancement
  • Business Casual Dress Environment
  • Fun and relaxed working environment
  • Employee referral bonuses

KANSAS ACCIDENT / HEALTH LICENSED AGENT - Lawrence, KS

Description: This position provides sales support to a large Health Care company. Licensed Agents will qualify and enroll prospects into the appropriate Health Insurance plan.

Job Responsibilities: 
  • Handle Inbound calls of prospective customers interested in Medicare Advantage plans
  • Customize insurance programs to suit individual customers
  • Ability to effectively utilize approved scripts to explain plans
  • Assist prospect in completing application for insurance enrollment over the phone
Required Skills and Qualifications: 
    Qualified candidates must meet the following Required Skills and Qualifications:
  • Have an Active Resident Kansas Accident and / or Health Insurance license
  • Agent should have some previous experience selling Healthcare plans
  • Possess a strong sales background
  • Agent will possess the ability to clearly articulate product knowledge to prospective members/callers
  • Possess the ability to perform cost/plan analysis and recommend prospective members a Health plan best suited to their needs.
  • Strong computer knowledge and excellent typing skills (25 + WPM).
  • Must be able to pass a criminal background check
  • Call center environment experience a plus
  • Education/Knowledge:

  • High school diploma or GED required
  • Benefits include, but are not limited to:

  • The most competitive compensation (hourly plus bonus)
  • A positive and motivating atmosphere in a call center environment.
  • Huge opportunity for growth and expansion
  • Health and Life Insurance at group rates along with PTO

Sales Agent - Winter Haven, FL

Inbound Sales Agent - Sirius XM Radio

The Sales Agent is responsible for providing quality and efficient sales presentations to customers. The Results Companies is seeking team members who are driven by success, confident in their communication skills, and are highly proficient sales individuals.

Job Responsibilities: 
  • Offering existing customers continued service on their Sirius XM Satellite Radio Subscription
  • Provide high quality and efficient sales presentations to SXM customers
  • Maintain, at a minimum, target levels of sales, productivity and performance
  • Document customer interactions and account resolutions
  • Contribute to the team environment by assisting fellow employees and participating constructively in team meetings
  • Multi-tasks: listening, inputting data, probing, providing solutions, navigating through various screens while applying customer satisfaction techniques

Required Skills and Qualifications: 
  • Must be able to train full-time for up to 4 weeks
  • Able to accommodate a flexible schedule, as needed
  • We prefer you have at least six months Sales or Sales Retention experience (not a requirement but preferred)
  • Superb listening, probing, negotiation and de-escalation skills needed
  • Good typing and computer navigation skills; Typing speed of 25 WPM
  • Previous customer interface experience a plus
  • Ability to pass a criminal background check
  • Must be eligible to work in the United States

Benefits include, but are not limited to:

  • Fun, team-oriented environment
  • Medical Benefits
  • Paid training
  • FREE satelitte radio service after 90 days of employment
  • Strong leadership
  • Opportunity for advancement within our Global organization
  • Business Casual dress environment

Sales Agent - Galax, VA

Inbound / Outbound Sales Agent - Sirius XM Radio

The Sales Agent is responsible for providing quality and efficient sales presentations to customers. The Results Companies is seeking team members who are driven by success, confident in their communication skills, and are highly proficient sales individuals.

Job Responsibilities: 
  • Offering existing customers continued service on their Sirius XM Satellite Radio Subscription
  • Provide high quality and efficient sales presentations to SXM customers
  • Maintain, at a minimum, target levels of sales, productivity and performance
  • Document customer interactions and account resolutions
  • Contribute to the team environment by assisting fellow employees and participating constructively in team meetings
  • Multi-tasks: listening, inputting data, probing, providing solutions, navigating through various screens while applying customer satisfaction techniques

Required Skills and Qualifications: 
  • Must be able to train full-time for up to 4 weeks
  • Able to accommodate a flexible schedule, as needed
  • We prefer you have at least six months Sales or Sales Retention experience (not a requirement but preferred)
  • Superb listening, probing, negotiation and de-escalation skills needed
  • Good typing and computer navigation skills; Typing speed of 25 WPM
  • Previous customer interface experience a plus
  • Ability to pass a criminal background check
  • Must be eligible to work in the United States

Benefits include, but are not limited to:

  • Fun, team-oriented environment
  • Medical Benefits
  • Paid training
  • FREE satelitte radio service after 90 days of employment
  • Strong leadership
  • Opportunity for advancement within our Global organization
  • Business Casual dress environment

Customer Service Agent, Bi-Lingual, English/Spanish - Heredia

Bi-Lingual Call Center on behalf of major company; no sales, multiple positions available, must have shift flexibility.

Job Responsibilities: 

Provide customer service utilizing the appropriate/required scripting and quality assurance criteria while responding to member and provider inquiries such as claim and benefit status in a timely and professional manner.

  • Responds to callers via telephone while meeting all corporate guidelines and performance standards
  • Maintains current and ongoing product knowledge post training in order to provide:
    • Customer experience as reflected in customer satisfaction scores, quality and monthly assessment scores
    • Education of new members and re-education of existing members regarding health plan procedures and benefits
  • Logs, tracks and appropriately documents all issues utilizing online systems in accordance with all applicable guidelines, requirements and procedures
Required Skills and Qualifications: 
  • Bi-lingual English/Spanish.
  • Six months of call center experience or similar work experience required
  • High school diploma or equivalent
  • Ability to accommodate a flexible schedule as needed throughout the duration of employment
  • Ability to multi-task (i.e., talk & type) in a fast-paced, performance-metric-driven environment. Able to handle multiple call types as the agent is cross trained
  • Written and verbal communication skills
  • Ability to analyze and interpret instructions (verbal and written)
  • Computer skills with the ability to use numerous workstation applications at the same time and navigate various screens while employing customer satisfaction techniques
  • Customer service and organizational skills
  • Typing test required

Project Manager

The role of the Project Manager is to plan, implement and finalize projects according to strict deadlines and within budget. The role will help support all teams and tasks within the organization from contract and scoping to reporting and handoff to Operations. This includes gathering appropriate resources and coordinating the efforts of team members and third-party contractors in order to deliver projects according to plan. The Project Manager will also define the project’s objectives and oversee quality control throughout its life cycle.

Job Responsibilities: 

Project/Practice Related Competencies
• Direct and manage project development from beginning to end, including work requests in workflow tool, plan and schedule project timelines and milestones using these tools, and track project milestones and deliverables.
• Support in getting definition of project scope.
• Documenting plans, goals and deliverables that support business objectives in collaboration with senior management and stakeholders and revise as appropriate to meet changing needs and requirements.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion. Delegate tasks and responsibilities to appropriate personnel.
• Liaise with project stakeholders on an ongoing basis and manages day-to-day operational aspects of a project and scope.
• Review deliverable prepared by team before passing to client to ensure accuracy and consistency with objectives and plans.
• Effectively apply the Results methodology and enforce project standards.
• Identify and minimizes company exposures and risks on projects. Ability to escalate timely and professionally
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Ensure project documents are complete, current, and stored appropriately.
• Project accounting where applicable.
• Track and report team hours on a daily/weekly basis.
• Follow up with clients, when necessary to provide stakeholders with appropriate data to complete their work items.

Required Skills and Qualifications: 

Main Job Tasks and Responsibilities
• Lead the planning and implementation of project
• Facilitate the definition of project scope, goals and deliverables
• Define project tasks and resource requirements
• Develop full scale project plans
• Design deliverable templates (if not provided at intake)
• Assemble and coordinate project staff
• Manage project budget
• Manage project resource allocation
• Plan and schedule project timelines
• Enter and track project work items using appropriate tools
• Provide direction and support to project team
• Quality assurance
• Constantly monitor and report on progress of the project to all stakeholders
• Present reports defining project progress, problems and solutions
• Implement and manage project changes and interventions to achieve project outputs
• Project evaluations and assessment of results

Education and Experience
• Qualification in project management or equivalent
• Knowledge of project management techniques and tools
• Direct work experience in project management capacity
• Proven experience in change management
• Proficient in project management software

Key competencies
• Microsoft Office Suite (including Project – used for launch and major projects)
• Critical thinking and problem solving skills
• Planning and organizing
• Decision-making
• Communication skills (written and verbal)
• Influencing and leading
• Delegation
• Team work
• Negotiation
• Conflict management
• Adaptability
• Stress tolerance

Health and / or Life Licensed Agents (215 or 240 FL License) - Winter Haven, FL

BI-LINGUAL LICENSED LIFE and / or HEALTH INSURANCE AGENTS NEEDED: This position provides sales support to one of our Health Care clients. Agents use selling skills necessary to qualify candidates for the product and enrolling prospect in plan utilizing training materials and systems as directed.

Job Responsibilities: 
  • Take Inbound calls of prospective customers and explain options and suggest new insurance programs based on customer needs.
  • Customize insurance programs to suit individual customers.
  • Explain features and advantages of Medical plans to promote application for insurance plans.
  • Enroll customers in plans over the phone.
Required Skills and Qualifications: 
  • Active 215 or 240 Florida Insurance License.
  • Agent should have some previous training in or related to Life Insurance .
  • Call center environment experience a plus .
  • Possess a sales background and have had some level of sales training.
  • Agent will possess the ability to study, grasp, and clearly articulate product knowledge to prospective members/callers.
  • Possess the ability to perform cost/plan analysis and demonstrate an ability to provide prospective members with a recommendation best
    suited for customer's individual needs that is consistent with product/plan benefits.
  • Possess ability to understand and utilize client/company provided computer systems. Perform accurately and timely data entry.
  • Strong computer knowledge and excellent typing skills (30 WPM).
  • Must be able to pass a criminal background check.
  • Education/Knowledge:

    • High school diploma or GED required, some college preferred.

Clone of Site Director

Direct the development, implementation of products/upgrades, long-range planning, project prioritizing, and coordination of all activities at the level of their Call Center. Responsible for making sure that the call center is, at all times presentable, clean, fully functional, and in compliance with Results’ and client’s standards.

Job Responsibilities: 
  • Manages call center operations staffing, Account Management commitments, budget, forecasted hours versus actual hours and payroll
  • Oversees and manages Call Center KPIs such as: Quality, Staffing, and Service Levels
  • Analyzes data for trends in call patterns, product variability, turnover, hiring etc.
  • Manages Call Center daily and monthly operating metrics within budgeted expense parameters
  • Produces monthly operating reports detailing center activity, trend analysis, goals/objectives status and special projects
  • Accountable for the information conveyed to clients
  • Develops/Manages/Maintains employee productivity goals against departmental standards
  • Oversees center wide human resource recruiting, training, development and retention
Required Skills and Qualifications: 
  • At least 5 years experience managing a minimum of 125 inbound/outbound sales and customer service agents with a proven track record of achieving sales and quality goals
  • Demonstrated ability to develop leaders and excellent motivational skills
  • Strong focus on continuous improvement and operational optimization
  • Ability to competently address rapid changes in service delivery and dynamic and time-sensitive environment
  • Knowledge of Microsoft Office programs and multiple operating systems
  • Advanced Knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
  • Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients and customers
  • Knowledge of federal and state call center compliance regulations
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