Concierge Specialist

Florida Blue; Tampa (FL); On-site; USD 2,066,400 - 2,755,200; Full time

Job summary

Florida Blue Direct Sales is seeking a contract customer service specialist to support high-touch member and prospect interactions. You will triage calls, capture lead information in CRM, and ensure compliant handling of PHI and DNC processes.

You will contribute to outbound campaigns, schedule and follow-up on appointments, and assist sales agents as needed. Flexible evenings, weekends and holidays may be required.

Qualifications

• 0-1 years related work experience.
• High school diploma or GED.
• Ability to make/take high volume of calls daily and maintain professionalism.
• Experience using a computer, navigating multiple systems and screens with data entry.
• Experience communicating across multiple channels including telephone and email.
• Flexibility to work evenings, weekends and holidays.

Responsibilities

• Triage inbound sales calls to route properly, capture lead data in CRM, and ensure compliant handling of script, authentication, PHI and DNC processes.
• Deliver outbound outreach to develop rapport with members through campaigns.
• Assist with scheduling and callback of follow-up appointments.

Skills

Active listening

Outbound calling

CRM navigation

Data entry

Education

High school diploma

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 are required, with the ability to understand the reason for the customer’s 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 a 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.

Experience

• 0-1 years related work experience

Education

• High school diploma or GED

Additional Required Qualifications

• Ability to make/take high volume of calls daily, with exceptional call skills and a focus on professionalism and first-call resolution.
• Experience using a computer, navigating multiple systems and screens frequently, with keyboarding and data entry skills.
• Experience with listening and relating key information based on customers’ needs and our outbound campaign to apply appropriate responses and actions.
• Experience with writing and communicating effectively across multiple channels including telephone and email.
• 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 or “service advisor” experience for professional products or services.
• Bilingual (Spanish/English) preferred, but not required (25% needed).
• Experience utilizing Salesforce.com and Five9 Telephony, or related software applications.

GuideWell and its family of companies have partnered with Magnit as its Managed Service Provider (MSP) and Employer of Record (EOR) since 2018. In May 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 will be employed by Magnit. You will 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.