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.