Concierge Specialist

Florida Blue; Miami (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

Florida Blue Direct Sales is seeking a contract-based call center support specialist to engage with members and nonmembers deciding on insurance options. Working through Magnit as MSP, you will triage calls, schedule follow-ups, and assist sales agents with outreach campaigns.

You will handle high-volume calls, document interactions in CRM, and maintain compliance standards while delivering excellent customer experiences. Flexible scheduling including evenings, weekends, and holidays is required.

Qualifications

• Ability to handle a high volume of calls daily with professional demeanor and first-call resolution.
• Proficient with computer systems, data entry, and navigating multiple screens.
• Strong listening to identify customer needs and tailor outbound campaigns.
• Effective written and verbal communication across phone and email.
• Flexible availability including evenings, weekends, and holidays.

Responsibilities

• Triage inbound sales calls to route correctly and capture lead information in CRM.
• Deliver personalized outbound outreach to build rapport with members.
• Assist with scheduling and callbacks for follow-up appointments.

Skills

Call handling

Active listening

CRM navigation

Data entry

Verbal communication

Time management

Education

High school diploma or GED

Tools

SalesForce.com

Five9 Telephony

Job description

This is a contract opportunity. You will be employed by Magnit to work on assignment with GuideWell and subsidiary companies including Florida Blue. This essential role to Florida Blue Direct Sales is a High-Touch role with our active members and nonmembers looking to purchase insurance from us. Strong listening skills is a must, the ability to understand the reason for customers call and provide the best experience while ensuring we direct and transfer them to the proper area. In addition to handling inbound calls, you will assist with outbound campaign initiatives and appointment setting and follow up calls. This role is a support role to our sales agents.

Essential Functions

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Triage inbound sales calls to ensure calls are routed properly, lead information is captured in CRM and positive customer experience is delivered. Must Follow all compliance guidelines including proper use of script, Authentication, PHI and DNC business processes.
• Deliver a sustained, personalized outreach approach that serves to quickly develop rapport and a trusting relationship with members through outbound campaigns
• Assist with scheduling and callback of follow up appointments.

Years Of Experience/Experience Details

• 0-1 years related work experience

Education Level /Education Details

• High school diploma or GED

Additional Required Qualifications

• Ability to make/take high volume of calls daily, utilizing exceptional call skills, with an emphasis on professionalism and first call resolution.
• Experience using computer, navigating among multiple systems and screens frequently, keyboarding and data entry skills.
• Experience with listening and relating key information based on customers need and our outbound campaign to apply appropriate responses and actions.
• Experience with writing and communicating effectively within multiple communication channels including, telephone and email environments.
• Ability to work flexible schedules including evenings, weekends and holidays.

Additional Preferred Qualifications

• Post high school education, including vocational, college, or related training or education within a structured schedule and work environment.
• Professional Contact Center, and/or “service advisor” role for professional product or service.
• Bilingual. (Spanish/English) preferred, but not required (25% needed).
• Experience utilizing SalesForce.com and Five 9 Telephony, or related software applications.

GuideWell and its family of companies has partnered with Magnit as its Managed Service Provider (MSP) and Employer of Record (EOR) since 2018. In May of 2025, GuideWell joined Magnit Direct Source to implement the GuideWell Contractor Cohort. This program is designed to create, manage and curate a contractor talent pool for temporary contract opportunities with GuideWell. As a contractor working on temporary assignment with GuideWell, you\'ll be employed by Magnit. You\'ll have the opportunity to work on temporary projects at GuideWell companies that make a real difference in people\'s lives while enjoying the benefits of being part of the Magnit team.