Client Success Specialist - NJ

Think you have what it takes to be a top performer in our Client Experience Department?

Are you the kind of person who thrives in an environment driven to provide 5-star service in an extraordinary and  responsive way? Do you push yourself to exceed expectations?
 
Can you see yourself:
●        Answering >90% of incoming phone calls in <3 rings?
●        Responding to >80% of any voicemails in <59 minutes?
●        Responding to >80% of emails in <4 hours?
●        Striving to receive ≥ 90% excellent reviews from all clients serviced?
●        Leading the pack by having a ≥ 95% client renewal average each year?
●        Consistently improving your customer service skills through leadership provided coaching/mentorship?
 
If you answered “Yes” to all of the above, you should apply after reading the job description below!
 
POSITION SUMMARY:
The Client Success Specialist (CSS) provides outstanding, dedicated client care while maintaining professional relationships with new, current and former clients.  The Client Success Specialist  works with a team of people responsible for on-boarding new clients and renewing existing accounts.  The CSS will need to work well in a team, but be highly capable of working independently.  The responsibilities of this position include providing proactive, white-glove service at the 2 most important customer journey points during a client’s tenure with our company.   

PRINCIPAL DUTIES & RESPONSIBILITIES:

Core Competencies


●        Serve as the client’s primary point of contact during the new client on-boarding and renewal experience
●       Exhibit a high level of empathy and soft skills when working with customers
  • Must own client issues, from start to finish
●        Anticipate the client’s next five questions and provide the answers before they ask
●        Provide a personal, easy, reliable, and clear experience to our clients so they know that Ameriflex is a world-class service provider
●        Build, maintain, and foster positive relationships with Plan Administrators and Brokers to ensure retention and growth
●        Handle confidential information with tact and discretion according to all HIPAA legislation
●        Educate clients on systems, tools, and policies related to our products and services
●        Maintain organized account information on each client 
●        Be able to follow a highly structured on-boarding and renewal format, hitting on all touch points outlined in our standard operating procedures
●        Collaborate with internal partners to develop and execute business plans and strategies
●        Remain well versed in all regulations related to business services
●        Utilize company resources to maximize efficiency
●        Perform any other duties, pertaining to the business needs, as assigned by Client Experience Manager
 
Requirements
●      Must have a passion for service
●      Be a team player
●      Be a keen problem-solver that can think on his/her feet
●      Be a self-starter who is comfortable taking the initiative
●      Must be the kind of person that is always up for a challenge
●      Superior written, verbal, and organizational skills
●      Be highly detail-oriented and possess strong multitasking and time management skills
●      Work well under stressful situations and manage a large client block with high call and email volumes at times
●      Must be able to rely on your resources and quickly research a response – if you don’t know something, you Google it
●      Ability to work and thrive in an energetic, fast-paced environment
●      Highly goal-oriented and self-motivated
●      Forward-thinking and easily adaptable to change
●      Ability to set and exceed client expectations
●      Have a desire to grow and advance within the organization
●      Ability to navigate between multiple web based programs

CREDENTIALS & EXPERIENCE:

●        Bachelor’s Degree from an accredited institution
●        3+ Years Account Management experience, preferred
●        Intermediate to advanced Microsoft Excel experience, preferred
●        Experience in Benefits Administration, preferred

 PHYSICAL DEMANDS AND WORKING CONDITIONS:
Work in an office environment; sustained posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift up to five pounds of weight.


 

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