Sales and Service Advisor

About AGIA: 

AGIA Affinity, a DOXA company,  is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client’s members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well.

About DOXA: 

DOXA is an award-winning specialty insurance platform that acquires and develops niche-market insurance program administrators, underwriting companies, and distribution partners including MGAs, MGUs, brokers, and direct-to-consumer operators. We provide centralized sales, marketing, underwriting, and operational support that helps our companies unlock their full growth potential.

With hundreds of custom specialty insurance programs and partnerships and more than 20,000 agent and broker relationships nationwide, DOXA’s rapid growth is reaching new heights.

Our rapid evolution means we can deliver on something most companies just talk about; building a workplace where talented professionals are drawn to the impact they can make. We offer competitive benefits and compensation, but what really differentiates us is our culture empowerment and commitment to innovation in the specialty insurance space.

If you're an ambitious professional looking to evolve your career, we'd love to talk. Ready to join a community of experts redefining the specialty insurance space? 

Role Overview

The Sales & Service Advisor supports inbound customer interactions by balancing service and sales responsibilities. This role focuses on resolving customer needs, maintaining account accuracy, and identifying opportunities to retain customers and recommend additional products based on individual needs.

Key Responsibilities

Sales & Retention

• Identify opportunities to offer additional products and services during inbound interactions
• Support customer retention by addressing concerns and providing relevant solutions
• Meet or exceed assigned sales and performance goals
• Use a consultative approach to understand customer needs and recommend appropriate products

Customer Service & Operations

• Handle inbound calls related to billing, payments, policy details, and account updates
• Provide clear and accurate information in a professional and timely manner
• Maintain working knowledge of insurance and non-insurance products
• Resolve customer issues using effective problem-solving techniques
• Process account updates and maintain accurate records in internal systems
• Fulfill requests in accordance with established policies and procedures

Team Collaboration

• Share customer feedback and process improvement ideas with team members
• Support team goals and participate in ongoing training and development
• Assist with additional tasks or projects as assigned

Performance Expectations

• Achieve sales, quality, and productivity metrics as defined by team scorecards
• Maintain adherence to schedule, attendance, and call center standards
• Demonstrate improvement in performance based on coaching and feedback

• Strong customer service skills and a consultative sales mindset.   
• Strong verbal, written, and interpersonal skills.  
• Ability to work in a fast-paced, high volume call center environment. 
• Skilled in using enhanced probing techniques to establish member’s needs.
• Ability to promote and recommend products based on member interests to establish long-term value.  
• Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.  
• Basic proficiency in MS Office.  
• Attention to detail.  
• Ability to work independently or as a team member. 

Skills

• Strong communication and customer service skills
• Ability to work in a fast-paced, high-volume environment
• Consultative sales approach with effective questioning techniques
• Ability to manage difficult conversations and resolve customer concerns
• Attention to detail and basic computer proficiency

Schedule & Benefits

• Hours: Monday through Friday, 5:00 AM to 5:00 PM (rotating shifts within this window) 
• Weekends: Never—enjoy your Saturdays and Sundays off 
• Paid Holidays: 13 company-paid holidays each year 
• Additional Perks: Paid time off and flexible scheduling options

AGIA offers health benefits including medical, dental, and vision, 401K with 100% company match up to 3% of your annual income and an additional 50% match on the next 2% of income, a prefunded optional FSA , 100% covered Life Insurance, Accidental Death and Dismemberment Insurance, Short Term/Long Term Disability, and a $250 Wellness Benefit. Our medical plan has in-network provider coverage for mental health, reproduction, chiropractic, and massage therapy.  

Time off: 

We offer 10 days of vacation your first year, and each year you gain an additional day. Each year, you'll be earning more vacation time at a faster rate. Every associate gets 13 paid and closed holidays each year.